Scott Nelsen

Experience

• 

  NYNEX

  Jun 1990 - Feb 1996

  Sales Representative

  -Handled customer inbound sales, billing and collections in large call center environment.-Exceeded yearly sales and customer contact skills objectives.-Detail orientated follow up, and organization of several billing and collections commitments to external customers.-Successful completion and qualification General Management Assessment Testing - September, 1995.

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  Verizon

  Mar 1996 - May 2017

  -Strategy management for desktop & tablet sales ordering, billing, technical support, and digital strategic sales channel platforms for both onshore & offshore customer contact centers.Responsibilities in this position:-Champion Director Team's Strategy Portfolio/Business Cases (Charters)/Financial Assumptions .-Execute training plans based off strategy of the project - this includes submission of the training plan, benefits, training delivery, and time needed. This requires to work closely with Project Management, Legal/Labor/Security, IT, Marketing, Sales/Technical Support & Process Operations, Learning & Development, & Workforce Planning to schedule training for an entire Consumer & Business Associate workforce across the Verizon footprint.-Cross functional team member for various projects impacting desktop or tablet, & next generation design changes to existing platforms.-Lead Go To Channel communications & support plans for simplified ordering platform enhancement. Show less -Manage a team of employees - Senior Consultant and Senior Analyst level for Powerful Answers Program for the Consumer and Mass Business Organization. This tool is the Corporate wide tool for Central Business Intelligence and Voice of the Employee. Voice of Employee is a program open to 38,000+ Consumer and Mass Business Employees and the other Business Units of Verizon. This program models the company's core values stated in its Credo; "any one of us can deliver a view or idea to anyone else" and that "ideas live and die on their merits rather than where they were invented." This tool empowers employees to collectively develop an idea, or answer a business challenge; and collaborate amongst peers to lift the idea in the process.Responsibilities in this position:-Development and year end evaluations of employees.-Managing Powerful Answers Tool enhancement strategy.-Managing ROI as result tool that delivered 1.4M Savings Consumer/Mass Business over 2013.-Create Business Cases to document Development & Expense, and partner with Project Management to determine timelines within budget constraints.-Supporting Idea Managers in the program that involved multi cross functional line of business coordination across Regional Fix It Programs, National Operations Call Center Operations & Desktop Systems, Marketing, Alternate Channels, Installation/Maintenance, Billing, and LiveSource.-CMB SPOC Working Team Calls with Central Business Intelligence Team providing Director and Senior Level Mgmt update decks weekly communication.-Coordinating & communicating deployment for both Soft Launch 10/28/13 & Grand Opening January 2014, and ongoing enhancements. Show less -Manage both network and resource allocation for Northeast U.S. Inbound Call Tech Support Centers. Maintain service metrics and central point of contact and support to call center managers for expense control based on resource needs of the business and average cost per call.-Excellence Reward Finalist due to $10M regional under run on annual budget as a result of call volume/handle time forecast accuracy; and management of overtime, surplus time, and agent occupancy.-Project Lead – Work Stoppage Business Continuity Plan 2008.-Member Diversity Business Council 2007-2009 to support call center diversity initiatives and development/training from the Resource Management Group.-Third highest revenue gain under Director group in 2009/10 for broadband products sales referral program increasing market share. Show less

  • Senior Manager -Technical Services

    Jan 2015 - May 2017

  • Business Operations Manager

    Apr 2011 - Dec 2014

  • Senior Analyst - Workforce Planning

    Aug 2003 - Mar 2011

  • Specialist - Workforce Planning/Project Management

    May 2001 - Jul 2003

  • Call Center Team Leader and Workforce Planning

    Mar 1996 - May 2001
• 

  Charter Communications

  Jul 2017 - now

  -Led through EOY 2017 Project Management Team representing Customer Operations to encrypt and convert accounts to all digital technology to improve customer experiences. Converted 1.9M customers across four markets-Completed 6/30/2018, production end-to-end validation of Spectrum Mobile offering through an employee field trial recruiting ~4000 participants to execute test scripts through surveys-Captured both pre-launch and post launch quantitative and qualitative feedback on users order/activation experiences, as well as validation of processes, systems, tools, and operational readiness to support end-to-end functionality of multiple Spectrum Mobile product offerings-Governed escalation process both Tier 1 and Tier II resolving ~3600 issue defects prior to call center standup-Administer Performance Agreements and Mid-Year/Year End Reviews Show less

  • Senior Manager Program Management - Retail Partners Operations & Execution

    Feb 2019 - now

  • Program Manager - Mobile Product Business Integration

    Jul 2017 - Feb 2019