Scott Greenfield

215 Cliff Falls Ct.

Colorado Springs, CO. 80919
719-528-5166 (Hm) 719-321-9269 (cell)
E-Mail: sga4026a@westpost.net

Executive Summary
Successful sales and service leader with a proven track record of creating a pos
itive culture that delivers best in class employee satisfaction while exceeding
revenue, quality, and cost objectives. Areas of expertise include contact cente
r management, performance metrics analysis and improvement, vendor management, e
mployee engagement, customer loyalty, and process improvement.

Career History & Accomplishments

Express Scripts
December 2007-February 2010
Senior Director of Contact Center Operations, Pueblo CO.
Leader of a 24x7 customer care contact center, consisting of 550 seats, 400+ cor
porate clients, and three business units. Successfully managed a turnaround eff
ort with significant improvement in performance metrics, employee engagement and
retention, customer satisfaction, and frontline supervisor empowerment.
* Achieved top employee satisfaction scores among all contact centers, with a 90
% engagement rating.
* Successfully led the effort to improve annual employee attrition from 114% to
42%.
* Global responsibility for voice of the customer collection and actionable sati
sfaction recovery initiatives.
* Delivered strong client relations results while managing the most challenging
customer expectations.

Cabela's
September 2006-December 2007
Director of Customer Relations, Sidney, NE.
Leader of the Customer Relations Business Unit which consists of five contact ce
nters and 2,000 employees. Key responsibilities include strategic initiative de
velopment, management of business unit operating plan and implementation of a mu
lti-channel customer experience model.
* Recognized by Business Week magazine as No.15 among the Top 25 customer servic
e organizations in the country - March 2007.
* Recognized by Gallup Research as "approaching best in class" for employee sati
sfaction survey scores - April 2007.
* Established strategic partnership with the bank division to increase credit ca
rd sales and customer loyalty.

Focal Point Research, LLC

February 2004-September 2006
Managing Partner, Colorado Springs, CO.
Co-founder of a consulting firm specializing in the customer experience improvem
ent process. Services include web hosted customer survey design and deployment,
and general sales and service consulting.

Wells Fargo
October 2000-February 2004
Director of Contact Center Operations, Colorado Springs, CO.
Responsible for the daily operations of the Consumer Credit Contact Center. Suc
cessfully instilled a positive and productive culture within the call center, ge
nerating unprecedented sales and service results.
* Increased inbound service level from 60% to a consistent 85%.
* Tripled employee sales productivity while significantly increasing employee sa
tisfaction scores.
* Reduced sales cost per unit by 25%.
* Achieved the top rated employee survey scores compared to all Wells Fargo orga
nizations.
* Sponsored a monthly employee focus group to help resolve controllable issues.
MCI WorldCom
March 1986 - February 2000
Contact Center Director, Colorado Springs, CO. 1993-2000
Successfully managed a 600-seat contact center comprised of 1300 employees. Pro
vided leadership and the tactical game plan designed to exceed sales and quality
goals for inbound, outbound and customer service segments. Proactively managed
a $30 million annual budget.
* Recognized as the most productive and profitable center contributing 20% of th
e national sales plan.
* Consistently averaged 120% of sales plan over a six-year period.
* Developed customer win back strategies, serving as key liaison with Marketing
to create targeted products and promotions.
* Designated as showcase center to build rapport and confidence with partners su
ch as United Airlines, Blockbuster, General Motors and the American Red Cross.
* Pioneered a customer retention program that extended customer life by up to on
e year
* Selected as company representative to lobby for the enforcement of the Telecom
Act of 1996.
Regional Contact Center Manager, Sergeant Bluff, IA. 1992-1993
Responsible for the largest sales and service region consisting of 3500 employee
s in Sergeant Bluff, IA., Springfield, MO. and Boston, MA.
* Successfully managed the lowest employee turnover in the nation - 3% per month
.
* Awarded the Top Contact Center Award for 1992 in Sergeant Bluff, Iowa.
* Facilitated the approval process for third party sales verification with the B
ell Operating Companies.
Call Center Manager, Greeley, CO. 1991-1992
Promoted to Call Center Manager in a pure outbound sales environment. The 400-e
mployee center was selected for the launch and responsibility for the flagship b
rand, Friends and Family.
* Awarded with Top Quality Call Center honors for seven consecutive months.
* Developed corporate baseline sales competencies for new hire training curricul
um.
* Selected as company spokesperson in National TV ad campaign resulting in the s
trongest response rates in company history.
Sales Manager, Phoenix, AZ. 1988-1991
Responsible for managing six supervisors, two trainers and 96 sales representati
ves in an outbound sales environment.
* Pioneered numerous programs including daytime consumer sales and customer win
back initiatives.
* Developed variable incentive compensation plans that improved productivity by
20%.
* Awarded West Division's Top Manager for 1988.

Education
Central Michigan University - Bachelor of Science in Business Administration.