Malcolm Scott

Experience

• 

  Young Living Essential Oils

  May 2016 - now

  • Defined and implemented a comprehensive product strategy for two separate scrum teams, focusing on enhancing the checkout flow and improving user experience. • Managed the product backlog, prioritizing feature requests and allocating resources based on input from stakeholders, developers, and data analytics.• Led the development of various site enhancements, including enrollments, ordering, global promotions, catalog, and inventory, utilizing Agile methodology and best practices. • Managed the product backlog for inventory, catalog, and returns systems, ensuring a seamless order process. • Identified and fixed performance issues for promotions engine, increasing website traffic and revenue. • Implemented A/B testing and user research to drive continuous improvements and enhance the overall user experience. • Oversaw biweekly releases of new stories and bugs for three separate scrum teams, ensuring timely and high-quality product delivery. • Managed the product backlog and sprints through the agile sprint process (planning, grooming, implementation, review, and retrospective) to ensure that the product met business requirements and user needs. • Implemented a data-driven approach to product development, utilizing user feedback and data analytics to identify areas of improvement. • Managed the project lifecycle from ideation to delivery, overseeing 50+ projects to decrease deficiencies and increase productivity. • Launched a new returns app that reduced the company’s return time from 6 weeks to 4 business days, resulting in higher customer satisfaction and increased revenue. • Trained new teams to help manage increasing chat levels located in Mexico City, resulting in improved team productivity and reduced customer wait time • Oversaw 50+ projects to decrease deficiencies and increase productivity and decrease handle time• Created detailed list of all major deficiencies for contact center highlighted potential solutions• Created multiple feedback sources for agents to highlight issues • Created documentation software to record coaching sessions given to agents, resulting in more effective coaching and increased agent performance. • Managed a team of 100+ employees to achieve and exceed required service levels, resulting in improved customer satisfaction and increased sales revenue. • Developed team leads to properly train agents, and improve CSAT, ASAT, and Availability, resulting in higher-quality customer service. • Achieved and maintained a 10% increase in both availability and attendance for my team of 10 agents.• Won best availability as team for the month of July at 94% and for Attendance in October at 100%• Selected to work internationally with European office in London out of 60 team leads, demonstrating strong leadership and cross-functional collaboration skills • Worked via email and chat to manage accounts and process orders with members• Maintained a 24-hour email response time, while completing 10-12 emails per hour • Received above goal scores for all months on the team for ASAT, CSAT, and Availability • Built relationships with members on the phone, helped process orders, and manage accounts• Won team of the week twice in a month for maintaining highest availability• Finished with a 98% average QA for all months on the team

  • IT Product Manager

    Apr 2024 - now

  • Senior IT Product Owner

    Sept 2022 - now

  • IT Product Owner II

    Nov 2021 - Sept 2022

  • IT Product Owner

    Jan 2021 - Nov 2021

  • Training/Project Manager II - Member Services

    Feb 2020 - Jan 2021

  • Project Manager - Member Services

    Aug 2019 - Feb 2020

  • Operations Manager

    Mar 2018 - Aug 2019

  • US Member Services Team Lead

    Mar 2017 - Feb 2018

  • Hong Kong Member Service Representative

    Aug 2016 - Mar 2017

  • Member Service Representative

    May 2016 - Aug 2016