Alexus Scott
The Colony,TX
Summary
Organized and motivated employee eager to apply time management and organizational skills in various environments. Bringing an outstanding positive attitude, problem-solving skills, and abilities paired with in depth knowledge of policies and procedures. Seeking opportunities to expand skills while facilitating company growth.
Overview
11
11
years of professional experience
Work History
Customer Service Manager
Texas Health Breeze Urgent Care
Dallas, TX
03.2020 - Current
- Deliver exceptional support and customer service, in a team based environment.
- Managed high-volume of inbound and outbound customer calls.
- Explained importance of contact tracing to prevent disease transmission and keep communities healthy.
- Leveraged scripted template to guide interview process, ask required questions and conduct interactions with professionalism and empathy.
- Build positive and productive relationships with patients or team members.
- Worked closely with team members to deliver project requirements, develop solutions and meet deadlines.
- Juggled multiple projects and tasks to ensure high quality and timely delivery.
- Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Processed documentation and troubleshot discrepancies to build client rapport.
- Monitored phone calls to provide feedback and coaching.
Customer Service Representative
Amazon
Coppell, TX
01.2017 - 02.2020
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Educated customers on special pricing opportunities and company offerings.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Made outbound calls to obtain account information.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Developed strong customer relationships to encourage repeat business.
- Mentored new employees on procedures and policies to maximize team performance.
Front Office Receptionist
Urology Associates
Plano, TX
03.2013 - 12.2016
- Answered office incoming/outgoing phone calls and emails to schedule appointments, answer questions and document information.
- Managed customer complaints and rectified issues to complete satisfaction.
- Organized resources and staff necessary to handle requirements and maintain strong service levels.
- Maintained front office cleanliness and organized supplies to increase productivity.
- Communicated with outside offices to obtain records and transfer files for patient needs.
- Conducted transactions, confirming patient information and processing according to standard protocol.
- Reviewed safety, health and sanitation processes throughout areas and enforced rules to promote security and safety.
- Provided administrative support to coworkers, taking on additional tasks during high-volume periods.
- Maintained important files, running reports and delivering updates on occupancy and revenue.
Education
Baker College of Muskegon
04.2013
East Kentwood High School
07.2012
Skills
- Customer Focus & Orientation
- Measures a candidate's ability to respond to customer situations with sensitivity
- Relationship Building
- MS Office Proficiency
- Verbal and Written Communication
- Attentive Listener
- Budget Planning
- Insurance Plan Verification
- Staff Supervision
- First Aid
- File and Data Retrieval Systems
- Project Coordination
- Work Planning and Prioritization
- Office Management
- Treating Medical Emergencies
- Regulatory Compliance
- Inbound and Outbound Calling
- Data Entry
- Appointment Scheduling
- Handling Complaints
- Decision Making
- Coaching and Mentoring
- Multitasking and Organization
- Schedule Coordination
- Time Management
- Handling Customer Complaints
- Complex Problem Solving
- Call Center Operations
- Budget Management
- Credit and Collections
- Payment Management
- Coverage and Authorizations
Timeline
Customer Service Manager
Texas Health Breeze Urgent Care
03.2020 - Current
Customer Service Representative
Amazon
01.2017 - 02.2020
Front Office Receptionist
Urology Associates
03.2013 - 12.2016
Baker College of Muskegon
East Kentwood High School
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