Scott Thomson

Award winning Sales, Service & Operations Leader with 20+ years of experience managing large scale customer operations, vendor relationships, team performance, and business improvement initiatives within complex, highly regulated environments. Proven success leading teams, managing strategic partnerships, improving operational performance, analyzing business data, and executing initiatives that increase efficiency, reduce costs, and improve customer and partner outcomes. Experienced managing cross functional relationships with internal teams, external partners, vendors, and executive stakeholders while ensuring service standards, contractual expectations, and business objectives are achieved.

Results-driven leader skilled in operational strategy, performance management, process optimization, financial accountability, relationship management, and developing teams to achieve measurable results.

Supervisor - Kelly OCG for Johnson & Johnson Med Tech

(2023-12 - 2025-10)

• Led customer operations for a major healthcare organization while managing team performance, operational execution, partner relationships, and service delivery objectives.
• Provided leadership and coaching to frontline employees, improving productivity, accountability, quality performance, and customer outcomes.
• Partnered with Sales, Operations, Technology, Quality, and leadership teams to execute business initiatives, improve workflows, and resolve operational challenges.
• Analyzed performance metrics, service trends, and operational data to identify improvement opportunities and develop action plans.
• Served as a key escalation point for internal and external issues by coordinating solutions and ensuring timely resolution.
• Developed operational reports and presentations communicating performance results, trends, and recommendations to leadership.
• Reduced abandon rates by 60% through process improvements, performance monitoring, and targeted operational enhancements.

Call Center Manager (Mortgage Processing) - Archwell Solutions

(2021-10 - 2022-07)

• Managed mortgage processing operations supporting client relationships, service delivery, workflow execution, and achievement of business performance objectives.
• Led supervisors and frontline teams responsible for daily operations, customer interactions, quality standards, and productivity goals.
• Established performance expectations, coached employees, and implemented process improvements to increase operational effectiveness.
• Monitored key performance indicators, analyzed operational results, and developed strategies to improve efficiency and customer satisfaction.
• Supported employee development, training initiatives, and operational improvement programs.

Research Supervisor / QC Coordinator & Analyst - Cenlar

(2013-09 - 2021-10)

• Led mortgage servicing research, quality assurance, customer service, and operational teams supporting one of the nation's largest residential mortgage servicing organizations.
• Managed relationships with internal departments, servicing partners, business stakeholders, and leadership teams to improve operational performance.
• Oversaw complex operational processes requiring accuracy, compliance, financial awareness, research, and effective decision-making.
• Developed reporting tools, performance measurements, procedures, and workflow improvements that increased efficiency and scalability.
• Conducted operational analysis, identified improvement opportunities, and implemented solutions resulting in more than $1 million in organizational savings.
• Partnered with Operations, Compliance, Technology, Quality, and executive leadership to execute strategic initiatives and improve business results.
• Managed quality programs that maintained department leading scores exceeding 95% through coaching, audits, and continuous improvement.
• Analyzed performance trends and developed recommendations to improve service levels, reduce inefficiencies, and strengthen operational outcomes.

Senior Negotiator (Short Sales) - PRS

(2009-11 - 2013-09)

• Managed strategic relationships with borrowers, mortgage servicers, investors, attorneys, and financial institutions while negotiating complex financial solutions.
• Coordinated multiple stakeholders to achieve successful outcomes while balancing business requirements, customer needs, and operational objectives.
• Analyzed complex situations, developed solutions, negotiated agreements, and resolved escalated issues through strong relationship management.
• Earned Negotiator of the Year Award (2011).

Sales Manager / Trainer / Sales - Cendant / PHH Mortgage

(1998-11 - 2006-12)

• Led sales operations supporting teams of up to 200 employees, including supervisors, trainers, team leads, and mortgage professionals.
• Managed team performance, operational goals, training programs, and customer relationship initiatives across a large-scale organization.
• Developed employees through coaching, performance management, training programs, and leadership development initiatives.
• Analyzed sales performance, productivity metrics, and results to improve business outcomes.
• Partnered with leadership teams to execute strategic initiatives, improve processes, and achieve organizational objectives.
• Recognized as Sales Manager of the Year (2003).

Business Owner - Self-Employed

• Managed all aspects of business operations including vendor relationships, customer accounts, budgeting, service delivery, and daily execution.
• Developed strong partnerships through communication, accountability, and consistent delivery of customer-focused solutions.
• Managed resources, competing priorities, and operational challenges while maintaining quality standards and customer satisfaction.

B.A. - Broadcast Journalism - Arizona State University