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Scott Deatherage

Manager, Information Technology Service Delivery at Cognizant

Professional Background

Scott Deatherage is a highly accomplished senior contact center leader and technologist with an impressive career spanning over 25 years. His extensive experience in contact center operations encompasses several verticals, including mortgage and financial services, insurance, wireless communication, and health care. Scott's versatility in managing large-scale, multi-site, and multi-national contact center operations showcases his exceptional leadership skills and strategic acumen.

Throughout his illustrious career, Scott has demonstrated a keen ability to optimize contact center processes and technology, achieving a balance between customer satisfaction, employee engagement, and shareholder value. He possesses a proven track record of transforming under-performing contact centers into high-performing operations that yield multi-million dollar returns on investment (ROIs). Scott's commitment to excellence in service delivery was instrumental in leading his team to receive the prestigious J.D. Power & Associates Customer Satisfaction Award, underscoring his ability to deliver outstanding results in customer service excellence.

Education and Achievements

Scott began laying the foundation of his career with a solid education, studying for a Bachelor of Arts at Southern Nazarene University while also spending time enhancing his knowledge base at The University of Memphis. His educational background complements his practical experience, allowing him to integrate innovative ideas and strategic approaches into his work within the contact center industry.

Throughout his career, Scott has held a myriad of influential positions across various organizations. Notable among them, he served as the Information Technology Service Delivery Manager at Cognizant, where he applied his expertise in technology management to drive efficiency and performance within contact center operations. His tenure at CVS Health included roles as Advisor in Service Delivery/Production Support for Contact Center Technology and as Senior Analyst in Service Delivery. Scott's experience at CVS Health was characterized by his focus on utilizing advanced analytics and technology solutions to enhance service delivery.

As the former Senior Vice President of Contact Center Operations at Bank of Oklahoma and Senior Vice President for Customer Service & Quality at Lehman Brothers / Aurora Loan Services, Scott excelled at leading teams and implementing strategic initiatives that optimized customer interactions and operational efficiency. His role at capital One Auto Finance as Unit Manager and Technology Subject Matter Expert (SME) provided him with insights into integrating technology into customer service frameworks.

Achievements

Scott's array of accumulated expertise enables him to excel in various critical areas, including workforce optimization, strategic planning, project management, forecasting, budgeting, capacity planning, scheduling optimization, and service level management. His efforts toward employee engagement and process improvements resonate strongly, contributing significantly to risk mitigation strategies that enhance overall business continuity.

In addition to leading teams and projects, Scott has been involved with a range of organizations, continually advancing his knowledge and influence in the field. His previous roles as Managing Technology Consultant at Nissan Motor Credit, working with IBM Global Services, and partnerships with T-Mobile and US Bank Mortgage demonstrate his ability to navigate complex environments while delivering innovative contact center solutions that address diverse customer needs and preferences.

As a former Director of Professional Services at Disciplined CTI Solutions, Scott showcased his commitment to excellence in service delivery, demonstrating a consistent ability to improve customer experience and operational effectiveness. His role as VP of Call Center Operations at First Horizon Home Loans and AVP of Mortgage Customer Service at HomEq further highlights his strong leadership and expertise in the mortgage sector. Scott's journey began at NationsBank/Bank of America Mortgage, where he honed his skills as a Customer Service Manager, setting the stage for the impactful career that followed.

In summary, Scott Deatherage's career is marked by a relentless pursuit of excellence, innovation, and leadership in the contact center space. With significant accomplishments that span various sectors, Scott remains a thought leader and a respected figure in the industry, continually looking to enhance service delivery and organizational performance. Scott's ongoing commitment to professional development and fostering high-performing teams demonstrates his passion for elevating customer service standards across the board.

Related Questions

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Scott Deatherage
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Location

Memphis Metropolitan Area