Kevin Scott
Scarborough,ON
Summary
Accomplished Supervisor focused on meeting customer expectations and achieving company goals. Drives success by directing high-producing teams while developing lasting employee rapport. Exceptional knowledge of cost-reduction methods and streamlining production processes.
Overview
26
26
years of professional experience
Work History
Technical Projects Supervisor
Orthotic Holdings Inc (OHI)
11.2020 - 10.2023
- Oversaw daily operations of department, ensuring smooth workflow and timely completion of tasks.
- Collaborated with other departments to achieve organizational goals, fostering teamwork across various functions.
- Enhanced operational workflow, identifying and eliminating bottlenecks in daily procedures.
- Negotiated with vendors to secure cost-effective contracts, resulting in significant budget savings.
- Developed comprehensive training program for new hires, significantly reducing learning curve and integrating them into team quickly.
- Oversaw compliance with industry regulations and company policies, ensuring safe and legal operational environment.
- Wrote strategic business plans outlining need for departmental information technology resources.
Technical Support Supervisor
Orthotic Holdings Inc. (OHI)
02.2018 - 11.2020
- Implemented performance metrics to monitor team productivity, identifying areas of improvement and implementing necessary changes.
- Devised strategies that allowed an increase in first-call resolution rates by empowering representatives with additional problem-solving tools.
- Mentored junior team members, providing guidance and support for their professional growth.
- Ensured customer data was protected by following strict security protocols and promoting compliance within the team.
- Coordinated cross-functional teams to address software and hardware issues, improving overall product quality.
- Collaborated with other departments for seamless integration of new products and services into existing support infrastructure.
- Oversaw the creation of a comprehensive knowledge base, enabling faster access to solutions for common problems faced by customers.
- Evaluated staff performance regularly, providing constructive feedback aimed at continuous improvement in service delivery standards.
- Streamlined the technical support process for improved response times and increased issue resolution rates.
- Used ticketing systems to manage and process support actions and requests.
- Implemented and maintained technology and software budget.
- Led technical upgrade projects for clients by working and coordinating with consultants and developers for integrations.
Customer Service Team Lead
Orthotic Holdings Inc. (OHI)
06.2016 - 02.2018
- Supported representatives in navigating difficult interactions with customers, offering guidance on appropriate de-escalation techniques when needed.
- Coached new team members on service techniques and provided scoring through quality assurance program.
- Addressed escalated customer concerns promptly, ensuring satisfactory resolutions while preserving long-term relationships.
- Streamlined processes for faster issue resolution, resulting in increased customer loyalty.
- Evaluated representative performance regularly, offering constructive feedback and implementing targeted improvement plans as necessary.
- Developed innovative solutions to recurring customer issues, minimizing repeat calls and enhancing overall satisfaction levels.
- Collaborated with cross-functional teams to develop new strategies for improving the overall customer experience.
Customer Care Team Lead
Roma Moulding
09.2011 - 03.2016
- Assist both customers and sales reps (by phone/fax/email/livechat)
- Order placement, stock checks, returns and replacements
- Navigating company website and product catalogues
- Understanding ongoing promotions and new product launches
- Designed and implemented new KPI structure for the department
- Vastly expanded order data reporting within the department, detailed breakdowns provided by week, month, quarter and year, for type of order, type of call, reason for return/replacement, promotional sales etc
- Trained staff members on shortcuts and alternative options to complete tasks in a more efficient fashion thru SAP / Excel / Outlook
- Detailed product knowledge on all products, regular contact point for customers working on something 'outside the box'
- Worked closely with inventory and sales teams to improve communication and visibility of information both internally and externally.
- Coordinated with other departments to resolve complex customer issues, resulting in increased client retention rates.
- Mentored new team members, fostering a positive work environment and promoting professional growth.
- Enhanced customer satisfaction by implementing efficient problem-solving techniques and providing timely solutions.
Operations Manager
Accu-Tel Call Centre
01.2002 - 09.2011
- Responsible for scheduling and supervising of shifts from 10-20 people
- Dealt with customer service issues on a daily basis
- Training new employees on the call answer system, and multiple other software programs used for Real Estate offices
- Detailed training on Order Desk and Technical Support Accounts
- Scheduling meetings and conference calls with clients to go over account procedures and changes to ensure exemplary service levels
- Managing both the Supervisor team and the training team to make sure the staff are all kept up to date on any changes
- Creating and generating reports to track call volumes and project increases/decreases to make adjustments to scheduling.
- Analyzed and reported on key performance metrics to senior management.
Service Verifier and Copy Processing – Composing
The Toronto Star
01.2000 - 01.2002
- Verify newspaper subscriptions through phone calls to customers
- Solicit renewals on expired classified advertisements
- Edit and/or create new ads based on solicited customer’s request
- Proofread and type ads, letters and articles to appear in the paper
- Collect readouts, page proofs and deliver them as required.
Video Clerk
WhatAVideo
01.1998 - 01.1999
- Rented, returned, and sold videos, as well as selling CD’s
- Closed without supervision (counted money, secured store)
- Secured new movies and CD’s for sale.
Education
Networking and Technical Support Program -
Seneca College - Don Mills Campus
North York01.2003
R.H. King Academy
Scarborough01.1999
Skills
- Proven leadership abilities at both team lead and manager levels
- Extensive customer service and quality control background
- Comfortable in high volume / fast-paced environments
- Able to handle more than one task simultaneously and work well under pressure
- Organized, patient and hardworking
- Strong technical knowledge
- Training and mentoring
- Complex Problem-Solving
- Strategic Planning
- Process Monitoring and Improvement
- Project Management
- Adaptability and Flexibility
- Staff Management
Languages
English
Timeline
Technical Projects Supervisor
Orthotic Holdings Inc (OHI)
11.2020 - 10.2023
Technical Support Supervisor
Orthotic Holdings Inc. (OHI)
02.2018 - 11.2020
Customer Service Team Lead
Orthotic Holdings Inc. (OHI)
06.2016 - 02.2018
Customer Care Team Lead
Roma Moulding
09.2011 - 03.2016
Operations Manager
Accu-Tel Call Centre
01.2002 - 09.2011
Service Verifier and Copy Processing – Composing
The Toronto Star
01.2000 - 01.2002
Video Clerk
WhatAVideo
01.1998 - 01.1999
Networking and Technical Support Program -
Seneca College - Don Mills Campus
R.H. King Academy
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