Professional Summary

Professional Overview

Troy Scott is an experienced customer experience leader with a proven track record of driving operational excellence and enhancing customer satisfaction. As the Sr. Director of Customer Experience at SKIMS, he is responsible for overseeing the end-to-end customer journey, implementing innovative strategies, and ensuring the delivery of exceptional service across the organization.

Experience Summary

Current Role

In his current role at SKIMS, Troy is dedicated to elevating the customer experience and aligning it with the brand's premium positioning. He is responsible for leading a team of customer service professionals, implementing data-driven initiatives, and continuously optimizing processes to meet evolving customer demands. Under his guidance, the customer experience team has achieved significant improvements in key performance metrics, including customer satisfaction, first-contact resolution, and average handling time.

Career Progression

Prior to joining SKIMS, Troy held various leadership positions in the luxury and retail industries, including Director of Service Excellence at FARFETCH, Chief Operating Officer at Quintessentially USA, and Senior Vice President of Operations at Quintessentially. Throughout his career, he has demonstrated a strong ability to drive business transformation, foster collaborative cross-functional partnerships, and implement best-in-class customer service strategies.

Academic Background

Troy holds a Bachelor's degree in Business Administration from the University of California, Los Angeles, where he graduated with honors.

Areas of Expertise

• Customer experience strategy and implementation

• Contact center operations and optimization

• Service excellence and continuous improvement

• Luxury and high-end customer service

• Data-driven decision making and performance analytics

• Team building and talent development

Professional Impact

During his tenure at FARFETCH, Troy led the implementation of a new customer service platform, resulting in a 20% reduction in average handling time and a 15% increase in first-contact resolution. At Quintessentially, he spearheaded the expansion of the company's US operations, driving a 30% increase in revenue and a 25% improvement in customer retention.

Conclusion

With his extensive experience in the customer experience domain and a proven track record of delivering exceptional results, Troy Scott is poised to continue making a significant impact at SKIMS. His deep understanding of the luxury consumer landscape, coupled with his ability to leverage data and technology, make him a valuable asset in driving the company's customer-centric initiatives forward.