Scott C. Sorensen
Lakewood
Summary
Call Center General Manager overseeing multiple sites with twenty-six years specializing in customer service and sales contact center management. Recognized for significantly exceeding expectations in highly competitive business environments and winner of numerous national awards for outstanding achievements in customer service, sales productivity, and quality. Strong background in business analysis, operations, process management, budget management, new product and program implementation, and call center operations. Proven results-focused decision maker, presenter, and motivator with a history of recruiting, training and developing high-performance teams.
Overview
26
26
years of professional experience
Work History
General Manager- Outsource Operations
Dish Network
11.2016 - 04.2018
- Effectively ran day to day operations for five call centers across Asia, Central and Latin America.
- Developed and implemented strategic sales systems and processes to accomplish corporate goals.
- Reviewed and constructed a report procedures to drive performance improvement and determine continuous improvement opportunities.
- Consistently ranked in the top five of call centers out of twenty three sites for over an eighteen month span.
General Manager-Offshore ARPU Operations
Dish Network
06.2012 - 11.2016
- Directly in charge of fourteen offshore call centers, responsible for increasing ARPU(average revenue per unit)
- In control of relationship management with fourteen outsource call centers and programmers.
- Led the sales activities, personnel, and customer satisfaction efforts for business process improvement.
- Managed the performance and implementation of strategic initiatives as they are related to the outsource call centers.
- Provided leadership for meeting and exceeding sales quotas,KPI's and performance metrics on a weekly and monthly basis.
- Achieved targets related to key performance indicators(KPI's).
- Conducted overseas hiring, training and recruiting needs in collaboration with vendor management and support teams.
- Provided direct development activities and coordinated sales strategies that aid in reaching quotas and goals.
- Provided daily leadership and communications to outsourced locations.
- Created a million dollar incentive program for employees in conjunction with the Premier Channels to promote their programming.
Call Center Site Director
Dish Network
04.2010 - 06.2012
- Led a 900 seat technical support contact center, supporting 20 skill types including: technical customer service and sales, BGI(billing and general inquiry), customer service and sales, commercial customer service and sales, outbound case management, customer service chat, and social media.
- Consistently ranked #1 across the enterprise in absenteeism, achieving record lows in 2010 through 2012.
- Created and implemented robust recruiting plan which increased the site's applicant flow by 55% and the size of new hire classes by more than 61%.
- Created new agent development process focused on call observations, weekly metrics evaluation, coaching to the basics of call handling skill sets, and bi-monthly one-on-one coaching sessions, which was implemented across all owned and operated and outsourced customer service sites.
- Project team leader on creation and implementation of a global help desk, which reduced team lead level support staffing while maintaining superior levels of agent and coach support across the enterprise.
General Manager-Commercial Accounts
Dish Network
08.2009 - 04.2010
- Managed two call centers with 300 employees.
- Provided world class customer service to our commercial accounts.
- Increased customer satisfaction scores in commercial accounts by 25%.
General Manager-Direct Sales/CSC Operations
Dish Network
07.2006 - 08.2009
- Directly in charge of all direct sales and operations related to performance.
- Worked closely with all departments to create and execute strategies related to budgets, recruiting, training, contests, incentive plans, sales and service strategies, recognition programs and employee development.
- Exceeded expectations of subscription goals each and every month.
Sales Supervisor/Senior Manager
MCI/Worldcom
07.1992 - 12.2004
- Small Business Sales Supervisor
- - Directly managed a team of 45-64 sales representatives selling Small Business products and services.
- -Implemented sales plans, goals, analyzed data and created plans of action to meet and exceed all goals.
- Mass Markets Manager(Telecommuting Project)
- -In charge of hiring 45-64 telecommuting employees, created telecommuting process, maintained a monthly budget to ensure profitability and conducted weekly home visits with all employees.
- Program Manager
- - Worked closely with Marketing and the Call Centers to ensure partner programs met company set expectations and provided centers proper tools to sell partner programs and to ensure that the campaigns remained profitable.
- Vendor Operations
- -Directly managed the start up of two call centers by finding a location to operate, design floor plans, hiring and training new and existing employees to sell MCI products and services.
- -Successfully started up two call centers to meet MCI's minimum performance expectations within three months of operation.
- Senior Sales Manager
- -Directly managed a system of eight to twelve Supervisors and 128-192 Telemarketing Sales Professionals.
- -Executed sales plans, recruiting, training, contests, incentive plans, strategies, recognition programs and employee relations matters.
- -Achieving sales performance levels above 115% of company set expectations, generating over 450,000 new residential and small business accounts.
Education
Psychology
University of Northern Colorado
Greeley, COAssociate of Arts - Psychology
Colby Community College
Colby, KSSkills
- Leadership and team building
- Problem resolution
- Operations management
- Team player
- Training and coaching
- Effective leader
Awards
MCI Top Quarterly Supervisor Circle of Excellence award achieved fourteen times, Earned the Center's Top Leadership honor for having the number one selling team in the country-1st Quarter in 1996, Awarded MCI's Top Team Award by achieving over 120% of MCI's company set performance expectations with less than 5% turnover, Top Sales Manager award for 9 out of 13 performance periods and being recognized as MCI's Top 5% of Management, Top Center six months in a row and honored with Top Site of the Year in 2011 for Dish Network
Training
- Gallup Corporation's Worlds Greatest Manager Summit
- Maxwell Team Professional Development and Leadership Training
- Zig Ziglar Training for Professionals
- Leadership Research Institute's 360 Degree I & II
- MCI Insights Leadership Training
- Selected to be part of the two year CLIMB Leadership Management Training
- Peak Performance Leadership Management
Timeline
General Manager- Outsource Operations
Dish Network
11.2016 - 04.2018
General Manager-Offshore ARPU Operations
Dish Network
06.2012 - 11.2016
Call Center Site Director
Dish Network
04.2010 - 06.2012
General Manager-Commercial Accounts
Dish Network
08.2009 - 04.2010
General Manager-Direct Sales/CSC Operations
Dish Network
07.2006 - 08.2009
Sales Supervisor/Senior Manager
MCI/Worldcom
07.1992 - 12.2004
Associate of Arts - Psychology
Colby Community College
Psychology
University of Northern Colorado
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