Troy Scott

About Troy Scott

High-impact Sr. Leader offering over 20 years of experience and a proven track record of increasing client satisfaction and service levels, implementing operational efficiencies, driving account revenue and profitability, launching and managing outsourced call centers, and aligning a service operation with key business plans and brand strategy. Skilled at facilitating change, developing and strengthening client relationships, and driving KPIs such as Account Revenue and Profitability, Net Promoter Score, and overall Customer Satisfaction above industry standards and maximizing the impact service has on brand and client retention.Areas of expertise:*Strategic leadership*Account management; driving account revenue and profitability*Performance Development and Management*Workforce and work-flow strategy*Process improvement*Outsourced partner relationship management*Multi-channel strategy*Forecasting*Social Media service strategy*Understanding and analysis of KPIs and drivers*Quality Assurance*Collaborative and cross-functional management style*Change management*Instructional design

Experience

1. Sr Director of Customer Experience

   SKIMS

   Mar 2022 — Present · Los Angeles, CA, US

Education

• Indiana State University

  School of Music

Skills

• Collaboration
• Process Improvement
• Management
• Entertainment
• Outsourcing
• Workforce Management
• Customer Service
• Written & Oral Presentation Skills
• Multi-Channel Contact Centers
• Strategy
• Quality Assurance
• Music Publishing
• Performance Management
• Crm
• Outsourcing Management
• Business Strategy
• Executive Presentation Skills
• Music Licensing
• Leadership
• Change Management
• Music
• Customer Relationship Management (Crm)
• Digital Media
• Sales
• Customer Satisfaction
• Marketing
• Strategic Planning
• Music Industry
• Music Production
• Data Analysis
• Contact Centers
• Business Development
• Instructional Design
• Marketing Strategy
• Social Media