Scott Quigley is passionate about outstanding customer service. And as the leader of Travelocity North America's customer care team, he sets the standard for an organization that handles upwards of seven million phone calls per year. When he is not engaging with Travelocity customers, Quigley's day-to-day to-do list also includes strategy, planning, and vendor management.
Quigley has been a member of the Travelocity sales and customer care team since 2005. During that time he oversaw Travelocity North America's domestic call centers where his contributions helped dramatically improve overall customer satisfaction, while meeting quality assurance goals.
Prior to leading the domestic call centers, Quigley managed multiple teams and functions within the organization, including: operations, planning, support teams, IVR/telephony, reporting, quality assurance, employee development, interactive customer care and agent effectiveness.
Quigley joined Travelocity after working at Deloitte Consulting for six years. His work there concentrated on contact centers and CRM and during that time he gained broad experience across multiple industries such as technology, manufacturing, health care and communications.
Quigley earned a Master of Science, Industrial Engineering from the University of Texas-Arlington and a Bachelors of Business Administration from the University of Oklahoma.
Favorite travel moment:
"My wife and I rented a car in London and spent a week exploring Northern England and Scotland. We spent the days hiking and sightseeing and enjoyed traditional pub fare at night. The beautiful scenery, amazing history and great hospitality made for some great memories!"