Troy Scott
Sr Director of Customer Experience @SKIMS
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WORK HISTORY
Sr Director of Customer Experience @SKIMS
Los Angeles, CA, US
EDUCATION
Indiana State University
School of Music
SKILLS
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
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