Scott Woodman

Overview

As a leader in the high tech industry with a background in business and software development/IT, Scott builds relationships with customers, suppliers, and peers by working across the organization. He has delivered efficient, scalable, repeatable, and profitable programs for national and global partner ecosystems. Scott helps team development and productivity through transparency, collaborative goal sharing, an appropriate sense of humor, measurement, efficient execution, and expectation management. Specialties: Leadership; Teambuilding; Coaching; Program development, oversight, and compliance; Systems Implementations; Program Management; Project Management; Product Management; Vendor Management; Complex Contract Negotiation; Professional Services P&L; SOW; SLA; RFI/RFP; Customer Support Leadership; Customer Experience Leadership; Change Management Technical: Process: Microsoft SDLC, Scrum, 6 Sigma (limited), Lean, RAD/JAD, TSP/PSP (limited) Platforms: IIS, AS/400, S390 - CICS/TSO/ISPF, Windows Languages: C#, ASP, ASP.Net 2.0, Java, Javascript, VBScript, VB6, XML, XSLT, JSON (limited) Databases: SQL Server with SQL Reporting Services, DB2/400, DB2, Pervasive SQL, ISAM/VSAM Visual Studio , Virtual Server, Integration Bus/EAI - Seebeyond, Visual Interdev, NgsIQ Query, Empirix & Autotester & Mercury, XMLSpy, BizTalk, MS Project, Project Portfolio Management, GWI Call Management, Oracle CRM, Contact On Demand (COD), Oracle Knowledge (Inquira), NICE IEX Workforce Management, LivePerson In Product Chat, TFS, Confluence, JIRA, Atlassian Stack. ERP: Salesforce (Admin), ACE Threat Modeling Tool, MSAPPS , Lawson Financials, Oracle EBS, WINS (Policy Management), Insurance Financial Info System, InfoManager (Datawarehouse), Vignette Image Data Management, Docucorp, Adobe Central Server, The Agency Manager (TAM), Agency Solutions, Garvin Allen, Universal Reinsurance System UniSure, AMS360, Sagitta, Instar, Prime, Afw, AIM, ImageRight (Content), Array Health Exchange See lessSee less of undefined summary Profile Strength: Advanced Experience Director - Customer Support and Professional Services Company Name Array Health Dates Employed May 2015 – Feb 2017 Location Greater Seattle Area Working with an exceptional team and reporting to the CEO, led the implementation and support of the Array Spectrum Private Exchange and Online Enrollment platform for major life and health carriers (Blue Cross Blue Shield and Integrated Service Providers) across the Nation. Re-built the Professional Services delivery process and the team earning 100% customer testimonials on 5 large scale implementations. Work in pre-sales, RFI and RFP response, SOW creation and contract negotiation. Complete responsibility for delivery. Led team development and maintained our consistently exceptional customer service reputation. Edit position Director - Customer Support Array Health Director - Customer Support Company NameArray Health Dates EmployedNov 2014 – Apr 2015 Employment Duration6 mos LocationGreater Seattle Area Brought consumers and insurers together through private health exchange solutions with a brilliant consumer experience and comprehensive suite of engagement tools. My role was to manage, improve, and scale Customer Support. I loved being involved in delivering new health and benefit choices to employees which were provided by our carrier customers, brokers, and employers; they know how important and valued these are. Developed new reporting and process, promoted new leaders, maintained exceptional customer satisfaction ratings while bringing on new customers with no increases in resource staffing. Edit position Director - of Customer Experience Vertafore Director - of Customer Experience Company NameVertafore Dates EmployedJun 2014 – 2014 Employment Durationless than a year LocationBothell, Washington St. * Led Release Readiness, Customer Experience Engineering, and Tiered Support initiatives to improve the end to end customer experience * Spear-headed readiness, post release, escape defect, and call driver management for all products ensuring seamless delivery and quick response for customers * Delivered “real time” monitoring of Support to the Development floor and the CEO’s office * Teamed Developers with Support team members improving customer understanding * Oversaw new hire immersion program in customer support increasing service levels * Handled critical customer escalations and conflict resolution – managed/approved customer credits Director, Customer Support Solution Center Company Name Vertafore Dates Employed 2010 – 2014 Employment Duration 4 yrs * Led Release Readiness, Online Support Knowedgebase/Content Management, Level 2 Analyst, and Enterprise Customer Support Teams * Implemented Call Center with Oracle based CRM, Telephony, and Knowledgebase in 90 * Delivered CSAT scores measured by Rep NPS (>80%), and strengthened service level response for team of 60 level 2 and 3 analysts, managers, and service professionals * Sustained First Contact Resolution with a progressively lower headcount (6-12%) and higher call volume (12%) into 2014 * Developed strategic technical account management program * Delivered, executed, and maintained red alert escalation process to senior executives and CEO Manager, Custom and Conversion Team & Professional Services Implementations Company Name Vertafore Dates Employed 2007 – 2010 Employment Duration 3 yrs * Set vision for new conversion tools used for all data conversions (>2000 customers on boarded) * Developed Professional Services custom development capability * Negotiated custom work engagements with customers (>$500k) * Created and delivered the integration of flagship Agency and Content management products * Developed roadmap and process that met implementation backlog (1000 customers in one year) * Oversaw the transition of resources and site consolidation of Professional Services delivery from Texas to Bothell with 0 incidences of downtime Site Manager - Microsoft Company Name EDS, an HP Company Dates Employed Jul 2005 – May 2007 Employment Duration 1 yr 11 mos Manage several outsourced teams performing development activities in a "V- or Contracting" capacity at Microsoft - managed up to 120 contractors at various campus locations in the Redmond/Issaquah area. * Managed relationships and delivery of resources for project and operations teams * Monitored project initiatives and tracked progress, facilitated team, and stakeholder meetings * Oversaw project adherence to EDS PMO guidelines via defined metrics, schedules, and reports Managing Director - Systems Development Company Name RLI Dates Employed Mar 1997 – Jun 2005 Employment Duration 8 yrs 4 mos Led systems development projects with all levels of company associates. Participated in management and strategic direction of RLI Apps Dev Department including platform, environment, methodology, and oversight. Senior Business Analyst (1997) Project Leader (1999) Director - Financial Systems and EDI (2001) Managing Director Systems Development (2002) Systems Analyst Company Name Commonwealth Insurance Company Dates Employed Sep 1990 – Mar 1997 Employment Duration 6 yrs 7 mos Location Vancouver, Canada Implement, maintain, and enhance the Insurance Financial Information System (IFIS) an ERP Policy and Claims Management system supporting all aspects of company operations. Support for the Risk Management Systems (RMS) earthquake/windstorm geographic risk management system. * Developed system to map and distribute probable loss from windstorm for Oil Gas and Petrochemical (OGP) Risk in the Gulf of Mexico. * Development of integrations between RMS and IFIS. Education Simon Fraser University Degree Name Business Administration Field Of Study Accounting Okanagan College Degree Name Associate's Degree Field Of Study Computer Science Activities and Societies: Robotics Grant Program The CIS courses at Okanagan College covered a range of (then current) development languages including Fortran, Cobol, Basic, VAX Assembler, Pascal, and the new and upcomming SQL (at that time). The course curriculum was challenging as the 2nd graduating class began with 52 and ended with 13 - it was a great program.