Scott Deatherage
Service Delivery and Contact Center Operations
- Role
- Sr Analyst, IT Problem Investigation at CVS Health
- Location
- Memphis, TN, US
- LinkedIn followers
- 500 followers
About Scott Deatherage
Looking for application support/analyst roles. 10+ years of expertise in service delivery/technical support and 25+ years of experience in contact center operations and technologies to enhance operational efficiency and customer satisfaction. With a focus on ITIL based application support, incident management, disaster recovery, and problem management. Contribute to the stability and availablity of advanced systems like Verint, NICE WFM, Behavioral Analytics, NICE Moxie within on-prem, hybrid and cloud environments.
Experience
Sr Analyst, IT Problem Investigation
Dec 2025 — Present · Memphis, TN, US
Education
Southern Nazarene University
BA, Management of Human Resources
1988 — 1990
University of Memphis
Criminal Justice/Law Enforcement Administration
1981 — 1984
Skills
- Call Center
- International Management
- Cost Reduction Strategies
- Crm
- Strategic Planning
- Cross-Functional Team Leadership
- Mortgage Servicing
- Vendor Management
- Call Centers
- Multi-Site Operations
- Voice of the Customer
- Acd
- Executive Management
- Operations Management
- Leadership
- Web 2.0
- Business Process Improvement
- Competitive Analysis
- Customer Experience
- Mobile Applications
- Technology
- Ivr
- Contact Center Technology
- P&L Management
- Management
- Team Building
- Process Improvement
- IT Management
- Software Documentation
- Business Analysis
- Strategy
- Six Sigma
- Mortgage Lending
- Coaching
- Workforce Management
- Professional Services
- Project Implementation
- Customer Satisfaction
- Call Center Development
- Banking
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