Charvae Scott
Delaware,OH
Summary
Highly organized and detail-oriented professional with strong work ethic and dedication to achieving goals. Skilled at developing and maintaining documentation systems, managing calendars and preparing reports. Knowledgeable in project management principles, business processes and customer service best practices. Possesses strong communication and interpersonal skills with demonstrated ability to manage competing priorities and meet deadlines. Creative problem solver with strong analytical and critical thinking skills.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Customer Service Operation Coordinator
Verizon Wireless
10.2016 - 10.2023
- Learn from and work alongside Lead trainer mentor who has track record of success
- Collaborate with cohort of Fellows working on similar challenges and areas of growth
- Assist with classroom instruction, taking on increased responsibility
- Participate in targeted professional development opportunities in areas of: best teaching practices, instructional planning, data analysis, and classroom management
- Lead, develop, train and coach representatives through driving performance excellence, while ensuring accountability for expectations set
- Mentored multiple New Hire Training classes: October 2010, April 2011 and February 2012, June 2012, September 2012, February 2013
- Received President Coin award for Time for Change
- Created solution to Time for Change Management
- Created, led, tracked and communicated team completion, resulting in representative improvement in Customer Facing metric by 4.33% in one month
- Managed high volume of call traffic in customer service call center.
Life Coach
New Albany Home Health
08.2016 - 08.2018
- Encouraged clients to set and achieve reasonable goals on weekly basis.
- Helped clients build life management and coping skills to handle daily needs and specific stressors.
- Connected clients with available resources to improve plan success.
- Facilitated group sessions and learning discussions to further objectives.
Business Account Manager
Verizon Wireless
11.2015 - 10.2016
- Exceeded sales quotas and increased profitability through effective sales strategy and business planning.
- Built relationships with customers and community to establish long-term business growth.
- Resolved problems with high-profile customers to maintain relationships and increase return customer base.
- Managed accounts to retain existing relationships and grow share of business.
Credit Order Review Specialist
Verizon Wireless
11.2013 - 11.2015
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Credit Order Operations Support (COOS) Business Coordinator
Verizon Wireless
05.2013 - 11.2013
- Facilitated communication with clients and team members to improve business strategy and operation.
- Managed project staffing, recruitment and new hire process.
- Coordinated with external contractors for development of marketing collateral, website management and branding activities.
- Conducted research assignments for executive team to support internal special projects.
Credit Order Operations Sr. Representative/Mentor
Verizon Wireless
01.2010 - 05.2013
- Trained newly hired employees on company policies and procedures regarding diverse situations.
- Resolved issues through careful research and follow-up with customers.
- Interacted with customers regularly to maintain and enhance relationships.
- Answered questions quickly via email or return phone call within 30 seconds-hour period.
Customer Service Representative
Verizon Wireless
01.2009 - 01.2010
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
Prime/Sup-Prime Mortgage Consultant
JPMorgan Chase Bank
09.2004 - 09.2008
- Supported Chase Bank mortgage portfolios, Commercial/Residential Sales Support
- Successfully managed multiple mortgage accounts and loans as Mortgage Consultant working with processing team resulting in generating approximately $35M in revenue annually
- Managed complex tasks that routinely use non-standard procedures to resolve issues.
- Oversaw sales and underwriting processes of mortgage lending office.
- Communicated with clients, processing teams and other third parties to achieve prompt loan closings.
Special Liaison Executive Analyst
Ford Motor Company
02.2003 - 08.2008
- Manage high call volume correspondences for Executive Resolution
- Supported Director of Special Liaison with research and resolution for customers’ letters and complaints, and resolve issues to prevent litigations.
- Successfully communicated with entities inside and outside of business.
- Solved conflicts and addressed issues that occurred between other entities and business.
Education
Master of Business - Psychology
Franklin University
Columbus, OH01.2015
Business Management & Leadership, BS -
Franklin University
Columbus, OH01.2013
Finance, A.A.S. -
Columbus State College
Columbus, OH01.2013
Business Management, A.A.S. -
Columbus State College
Columbus, OH01.2012
Skills
- Drive promoter customer experience through leadership excellence, consistent coaching and feedback
- Excellent customer-focus and critical thinking skills; recognized as “problem solver” by senior leadership
- Excellent follow up skills; demonstrated ability to support and facilitate development of others’ knowledge and skills to help them achieve goals by providing timely feedback and guidance
- Strong customer contact experience with internal and external customers; demonstrated effective written and verbal communication with direct reports
- Exemplify integrity, respect, performance excellence and accountability in daily work activities and influence culture within team and department
- Strong ability to adapt to fast-changing environment with ability to be flexible
- Extremely proactive, recognized excellence in interpersonal and communication skills in all levels of the organization; strong negotiation skills, self-motivated, highly organized, and the ability to prioritize and balance multiple tasks
- Demonstrated ability to recognize opportunities, make recommendations for solutions, drive process improvement and initiate change within the organization
Certification
- Licensed Life Insurance - 2016
- Licensed Realtor - 2019
- Notary - Expire 09/2025
Related Experience
- Mentor, F.R.O.G. Group Foundation, Delaware, OH, 09/2008, Present, Mentor and counsel varies aged women with different life issues for personal and professional development, Build positive and lasting relationships with mentees, Use one on one instruction and technology to tailor plans to each individual, Use effective strategies to create a positive and healthy environment, Use knowledge of individuals’ development to engage and teach others
Volunteer Associations
- Coach, Police Athletic League (PAL), Detroit, MI, 04/2000, 06/2004
- Team Mom, Columbus Cash Basketball Organization, Columbus, OH, 04/2005, 04/2011
- Mentor, F.R.O.G. Group Foundation, Delaware, OH, 09/2008, Present
Professional Associations
American Psychological Association, 05/2015, Present, Student Affiliate
Timeline
Customer Service Operation Coordinator
Verizon Wireless
10.2016 - 10.2023
Life Coach
New Albany Home Health
08.2016 - 08.2018
Business Account Manager
Verizon Wireless
11.2015 - 10.2016
Credit Order Review Specialist
Verizon Wireless
11.2013 - 11.2015
Credit Order Operations Support (COOS) Business Coordinator
Verizon Wireless
05.2013 - 11.2013
Credit Order Operations Sr. Representative/Mentor
Verizon Wireless
01.2010 - 05.2013
Customer Service Representative
Verizon Wireless
01.2009 - 01.2010
Prime/Sup-Prime Mortgage Consultant
JPMorgan Chase Bank
09.2004 - 09.2008
Special Liaison Executive Analyst
Ford Motor Company
02.2003 - 08.2008
Master of Business - Psychology
Franklin University
Business Management & Leadership, BS -
Franklin University
Finance, A.A.S. -
Columbus State College
Business Management, A.A.S. -
Columbus State College
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