Summary
Overview
Work History
Education
Skills
Timeline
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Cathryn Scott

Jacksonville,FL

Summary

Focused customer service driven professional with success and delivered unbiased perspective to solve disputes. Accomplished in collecting supporting information, drafting and reporting comprehensive documentation and leading agreements to resolve complex problems. Driven to strictly follow applicable laws and ethical procedures for all cases.

Overview

13
13
years of professional experience

Work History

Resolution Specialist

Walmart
05.2018 - Current
  • Drove dispute resolutions using effective problem-solving and by guiding mutual understanding of opposing viewpoints.
  • Formulated focused and individualized resolutions aimed to peacefully settle disputes.
  • Advised parties on dispute resolution processes, policies and procedures, helping disputants make informed choices.
  • Prepared written opinions or decisions regarding cases.
  • Skilled at working independently and collaboratively in a team environment.
  • Self-motivated, with a strong sense of personal responsibility.
  • Manage a high volume of incoming calls from customers, stores, and associates while navigating multiple systems to aid in answering questions and resolving issues.


Member Service Representative

Community First Credit Union Of Florida
02.2012 - 06.2014
  • Educated and engaged customers with new bank products and services.
  • Responded to customer calls and emails to answer questions about products and services.
  • Opened customer accounts and provided deposit and withdrawal receipts.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Handled complaints with prompt, courteous service to uphold professional reputation.
  • Verified customer identification and documentation for compliant transactions.
  • Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
  • Assisted members with correcting account, service, and system issues by educating on required forms and technical processes.
  • Maintained updated knowledge of internal processes and industry best practices to optimize service delivery.
  • Maintained and managed customer files and databases.
  • Cross-sold bank services and products to uplift customer investments.
  • Generated account activity reports to identify upgrade and sales opportunities.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
  • Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
  • Learned about customer's financial needs, established trust, and optimized sales opportunities resulting in quality customer service.
  • Monitored and reported suspicious activity in line with bank security policies.
  • Assisted customers with banking needs and inquiries.
  • Counted, verified and handled bank deposits and armored car transactions.
  • Processed wide variety of retail banking transactions for personal and commercial customers.
  • Executed wire transfers, stop payments and account transfers.
  • Cross-sold credit cards, loans and other bank products.

Teller

Fifth Third Bank
05.2010 - 01.2012
  • Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
  • Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
  • Processed customer transactions promptly, minimizing wait times.
  • Disbursed cash and checks accurately while maintaining security of cash drawers.
  • Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
  • Served as primary point of contact for customers, providing assistance with account maintenance and transactions.
  • Answered telephone inquiries on checking and savings accounts, loans, and lines of credit.
  • Assisted with training of new tellers on policies and procedures.
  • Handled various accounting transactions.
  • Referred customers to other banking departments for specialized services.
  • Received mortgage, loan or public utility bill payments, verifying payment dates and amounts due.
  • Received loan and utility payments, sending funds to correct destinations.
  • Arranged monies received in cash boxes and coin dispensers according to denomination.

Education

High School Diploma -

Samuel W. Wolfson High School
Jacksonville, FL
05.2002

Skills

  • Emergency Calls
  • Issue Clarification
  • Vendor Relationships
  • Customer Needs Assessments
  • Past Due Account Management
  • Efficient Sales Transactions
  • Teamwork Skills
  • Problem Resolution
  • Customer Care
  • Product Selection
  • Service Quality
  • Performance Goals
  • Loan Evaluations
  • Vendor Contracts
  • Client Rapport-Building
  • Product Knowledge
  • Microsoft Excel
  • Service Delivery
  • Business Correspondence
  • Clerical Support

Timeline

Resolution Specialist

Walmart
05.2018 - Current

Member Service Representative

Community First Credit Union Of Florida
02.2012 - 06.2014

Teller

Fifth Third Bank
05.2010 - 01.2012

High School Diploma -

Samuel W. Wolfson High School

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Cathryn Scott