Scott Marsh

About Scott Marsh

Accomplished contact center industry leader with progressive experience in management positions. Successfully managed and led teams in customer service, sales support, and inside sales. Focus on mentoring all employees but specifically junior managers / supervisors. Excel at program development and a subject matter expert on call center metrics, reporting, and analysis. During my career I have been consistently successful at improving customer service and productivity, increasing sales conversions and revenue, reducing costs, and building strong teams. I have a broad based skill set that includes resource planning, process creation and integration, compensation planning, employee development, project management, defining and driving key performance indicators, and creating positive and fun work environments. My experience and expertise is in the three main areas that are vital to propel all contact centers to the next level:1.PEOPLE* Performance Management* Training & Development* Profit & Loss Responsibility2.PROCESS* Start Up Operations* Process Creation & Implementation* Quality Assurance/Net Promoter Score Improvement* Customer Service & Retention* Inside Sales* Workforce Management* Compensation Modeling3.TECHNOLOGY* Reporting & Analysis* Business Continuity * ACD & IVR Management* Auto-DialerMy knowledge of contact center technology includes CRM, ACD, IVR, Dialer, WFM, QA, and systems such as Aspect, Meridian, Nortel/Avaya, I3, and SAP.

Experience

1. Corporate Vice President

   New York Life

   Nov 2015 — Present · Dallas, TX, US

   New York Life\'s Inforce Service and Operations division helps provide it\'s many policy holders, as well as over licensed Agents, with exceptional service and support. New York Life is the largest mutual life-insurance company in the United States, and one of the largest life insurers in the world, frequently ranking in the top 100 of the Fortune 500 list. NYL continues to achieve the best possible ratings by the four independent rating companies (Standard & Poor\'s, AM Best, Moody\'s and Fitch). Other New York Life affiliates provide an array of products and services, such as securities, group insurance, and mutual funds.

Education

• Texas Tech University

  Bachelor of Business Administration (BBA), Business, Management, Marketing, and Related Support Services

  1993 — 1997

• Pearce High School

  High school diploma

  1990 — 1993

Skills

• Ivr
• Workforce Management
• Team Building
• Management
• Quality Assurance
• Contact Centers
• Project Management
• Operations Management
• Process Management
• Sales Process
• Pivotal Crm
• Sales
• Customer Satisfaction
• Training
• Direct Sales
• Business Process Improvement
• Sales Operations
• Customer Retention
• Report Writing
• Sales Management
• Customer Service
• Business Intelligence
• Crm
• Peoplesoft
• Web Chat
• Call Centers
• Customer Experience
• Selling
• Team Leadership
• Online Support
• Acd
• Sap
• Account Management