S C O T T A C U R T I S2 1 4 - 5 5 4 - 3 6 4 6 • S C O T T _ C U R T I S 2 0 1 3 @ I C L O U D . C O M • W W W . L I N K E D I N . C O M / I N / S C O T T A C U R T I S 1

CALL CENTER SITE MANAGERHighly qualified professional with extensive banking and finance experience combined with managerial oversight and leadership, resulting in high performing teams with exceptional quality and service standards. Develop and execute processes to improve productivity, profitability and effectiveness with a focus on customer experience, associate engagement and the shareholder needs. Collaborate as part of cross functional teams to meet the needs of internal and external customers. Apply a solution-oriented approach to resolve conflict, manage staff and work with strategic partners to achieve optimal results.

Executive Leadership Competencies:

Staff Training & Development Strategic Partnership Cultivation & Management 16 Years of Leadership Regulatory Compliance Policy Development & Process Improvement Complex

Problem Solving Change Management Strategic Planning and Execution Productivity & Execution Gains Interpersonal Communication Create Metrics to Achieve Desired Results

PROFESSIONAL ACCOMPLISHMENTS

Capital One Bank- Plano, TX February 2006- December 2015

Site Manager- Customer Advocacy (01/2014-12/2015) Led and managed 8 Contact Center Supervisors and 110 associates for the Customer Advocacy

Escalation/Technical Support Department within Retail Bank. Improved the customer engagement score during my first year from 65% to 92%; amidst a site

closure and layoffs. Improved the department’s CSAT score by 15% through creating training, conducting weekly call

listening sessions and facilitating webinars all focusing on reducing customer effort. Department maintained a 96% satisfaction score on surveys from internal customers. Maintained and improved call center operations by monitoring performance; identifying and resolving

problems; preparing and completing action plans; completing audits and analyzes. Partnered with Human Resources to recruit, select, communicate job expectations, coach, counsel,

and discipline employees. Partnered with Work Force to administer schedules and planning. Launched the first retail bank social media team (Facebook, Yelp, Twitter) and improved digital

customer experience. Created the training and incentive compensation plan. Submitted and implemented over 20 process improvements that resulted in saving money through

reduced staff and increased customer satisfaction and associate engagement. Implemented and managed multiple successful pilots to grow the department and improve the

customer experience.

Senior Unit Manager- Customer Advocacy (2010-2014) Led high-performing teams of 15-25 Advocacy bankers responsible for customer escalations, issue

resolution technical support and handling Tier 2 complaints. Started up and managed the Office of the President team, which handled Tier 3 complaints that were

sent to the CEO and Bank President. The team also handled all regulatory complaints for the retail bank.

Stevie Award Winner in 2013 for Best Escalation Team and Best Call Center Team Created and implemented initial training for the group. Trained teams in MD and TX sites. The Customer Advocacy Team was awarded four Stevie Awards under my leadership. Operations Lead to launch and manage the “Branch Advocacy” team for Customer Advocacy.

Created the training and procedures and worked cross departmentally with the retail branches to

ensure a successful model. Rewarded on multiple occasions for achieving the top associate engagement scores for all bank

leadership based on the annual All Associate Survey. Partnered with Deposit Operations to transition ACH calls to the Customer Advocacy department.

Coordinated the training, successfully managed the pilot and assisted in creating the procedures on how to handle the calls.

Call Center Unit Manager- Customer Service (2008-2010) Managed the “Nesting” process of new hire training by coaching, training and providing feedback to

ensure new hire agents are ready to successfully transition to the production floor with their new teams

Created “AHT Best Practices” coaching tool and presented it to the Melville call center management team; the team reduced their average talk time by 30 seconds within the first month of implementation.

Responsible for the daily operations of the general customer service department, including coaching, interviewing, employee development and training.

Fielded escalated calls and emails to ensure the best possible customer solution.

Call Center Unit Manager-Online Bank Case Team (2006-2008) Chosen to start up the Capital One Bank Secure Message team. Developed and monitored quality measures and performance standards for Secure Message

Associates. Worked and communicated with upper management to provide updates of department by writing the

monthly business report (MBR) as well as providing timely updates of the status of the Secure Message Team.

Conducted internal interviews with prospective candidates to ensure “best fit” for new agents to the team.

INVESCO -Austin, TX/Denver, CO January 1999-February 2006 Assistant supervisor responsible for the daily operations of the Correspondence team, supervising 20

associates. Chosen to start up the Denver Team, including development of the policies, procedures and training. Compiled and analyzed weekly statistical reports on errors, accuracy and productivity. Collaborated with leadership to develop performance standards, quality measures and incentive

programs. Trained, coached and developed representatives through coaching sessions and formal quarterly

reviews.

Golfsmith International-Austin, TX May 1996-January 1999 Operations representative responsible for the development of the Correspondence department,

including creation of form letters, development of policies and procedures. Trained future Correspondence Representatives.

Universal Representative, able to fill in for Sales, Billing, Customer Service and Shipping. Mentored new and struggling representatives.

EDUCATION

Southwestern University Georgetown, TX -Bachelor of Arts (BA) in Business