Scott Reynolds

About Scott Reynolds

As a Senior Manager at Synovus I oversee Treasury Support Services, Priority Customer Partners, Customer Solution Partners, and Internal Support teams. My focus lies in implementing standard operating procedures, managing service delivery, and ensuring operational excellence across multiple contact center facilities. My role prioritizes enhancing customer experiences through process optimization and team performance evaluation. Leveraging Certified ScrumMaster® credentials, I actively contribute to delivering IT solutions, resolving technology challenges, and fostering collaboration across internal and external stakeholders. Passionate about driving efficiency and empowering teams, I remain committed to aligning business processes with customer and organizational needs. My work reflects a dedication to innovation and service excellence within the banking and technology sectors.

Experience

1. Senior Manager Customer Care - Specialty Teams

   Synovus

   May 2024 — Present · Atlanta, GA, US

   Manages Treasury Support Services, Priority Customer Partners, and Internal Support teams including Technology Service Desk and Team Member Process Support Team.• Directs operations across multiple customer contact center facilities, ensuring service and production standards are met.• Monitors service volume and timeliness quotas, collaborates with management to address challenges.• Oversees division calls, emails, online and mobile banking, chat support, Image ATMs, debit processing, and technology troubleshooting.• Implements standard operating procedures to improve customer experiences and operations.• Prioritizes tasks, delegates responsibilities, and evaluates team performance for positive outcomes.• Encourages a culture of sales excellence, promoting cross-selling and up-selling.• Provides leadership, promotes growth opportunities, and manages staffing and budget considerations.

Education

• Spring Hill College

  Bachelor of Science (BS), Psychology

  1992 — 1996