Tela Scott
Denver,US
Summary
Background includes taking on progressively greater responsibility in Customer Service positions focused on Customer Relations. Highly adaptable to changing business, market and customer conditions. Analytical approach to problems with a resilient and driven nature. The goal is to work for a company that aligns their work ethics and integrity together to promote a positive company image.
Overview
15
15
years of professional experience
Work History
Supervisory Specialist
Staples LLC.
Aurora, CO
01.2017 - 09.2021
- Coordinated supplies, set schedules and delegated assignments to keep team on target and achieve productivity goals.
- Improved work area operations 25% by gathering data, analyzing trends and optimizing processes.
- Kept files, logs and records updated with latest information.
- Facilitated communication and increased work efficiency between Management and other department team members.
- Trained, coached and motivated staff to maintain high performance levels.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Handled customer complaints, resolved issues and adjusted policies to meet changing needs.
- Maintained compliance with company policies, objectives and communication goals.
- Evaluated employee performance and coached and trained to improve weak areas.
- Worked with management team to implement proper division of responsibilities.
Loan Servicing Specialist
Nelnet Student Loan Services
Aurora, CO
07.2015 - 01.2017
- Helped large volume of customers 50 calls every day with positive attitude and focus on customer satisfaction.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted call-in customers with questions and orders.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Built long-term, loyal customer relations by providing top-notch service and detailed order, account and service information.
- Coordinated timely responses to online customer communication and researched complex issues.
- Logged call information and solutions provided into internal database.
- Assessed customer account histories to determine previous compliance with payment plans and loan terms.
- Set up, stored and updated customer files, department records and regulatory paperwork.
- Collected and compiled paperwork such as title abstracts, insurance paperwork, loan files and tax histories.
- Reviewed and validated details of loan applications and closing documentation.
Member Service Representative
Good Sam Enterprise
Englewood, CO
12.2013 - 06.2015
- Helped large volume of customers 150 calls every day with positive attitude and focus on customer satisfaction.
- Assisted members with correcting account, service and system issues by educating on required forms and technical processes.
- Learned internal systems and related service role duties to provide skilled team backup in handling customer demands.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Followed up with customers regularly via phone and email to obtain payments and schedule services.
- Researched and rapidly resolved client conflicts to maintain key accounts.
- Maintained updated knowledge of internal processes and industry best practices to optimize service delivery.
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
- Described product highlights and benefits to help guide purchasing decisions.
- Resolved concerns with products or services to help with retention and drive sales.
- Increased revenue by actively listening to customers and proposing optimal memberships and service plan offerings.
- Reduced average call time with optimal call control and proper use of internal knowledge bases.
- Educated customers about billing, payment processing and support policies and procedures.
- Delivered prompt service to prioritize customer needs.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Customer Service Representative
Staples LLC.
Aurora, CO
10.2009 - 11.2013
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services and company information.
- Provided primary customer support to internal and external customers.
- Recommended products to customers, thoroughly explaining details.
- Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
- Cultivated customer loyalty, promoted repeat business and improved sales.
- Developed community reputation through commitment to customer satisfaction and strong client relationships.
- Provided information regarding charge accounts and loyalty programs.
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
- Consulted with outside parties to resolve discrepancies and create expert solutions.
- Communicated with vendors regarding backorder availability, future inventory and special orders.
- Leveraged sales expertise to promote products and capitalized on upsell opportunities.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded proactively and positively to rapid change.
- Delivered prompt service to prioritize customer needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Answered average of 100 calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Customer Care Representative
Anthem Blue Cross
Denver, CO
06.2006 - 10.2009
- Helped large volume of customers 100 plus calls every day with positive attitude and focus on customer satisfaction.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted call-in customers with questions and orders.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Educated clients on account services and resolved client inquiries regarding statement information and account balances.
- Achieved long-term business objectives by analyzing customer feedback for process improvements.
- Eliminated inefficiencies 20% by educating and training new employees on best practices and customer care procedures.
- Wrote and proofed orders to reflect proper pricing and discounts.
- Coordinated logistics and verified equipment shipment pricing and availability.
- Leveraged sales expertise to promote products and capitalized on upsell opportunities.
Education
Associate Degree in General Studies - General Studies
Community College of Denver
Denver, CO05.2000
GED -
Emily Griffith Technical College
Denver, CO06.1992
Skills
- Supply coordination
- Recordkeeping skills
- Priority management
- Project Management
- Business administration
- Microsoft Office experience
- Team Building
- Negotiation
- Search Engine Optimization
- Inventory oversight
References Upon Request
References Upon Request
Timeline
Supervisory Specialist
Staples LLC.
01.2017 - 09.2021
Loan Servicing Specialist
Nelnet Student Loan Services
07.2015 - 01.2017
Member Service Representative
Good Sam Enterprise
12.2013 - 06.2015
Customer Service Representative
Staples LLC.
10.2009 - 11.2013
Customer Care Representative
Anthem Blue Cross
06.2006 - 10.2009
Associate Degree in General Studies - General Studies
Community College of Denver
GED -
Emily Griffith Technical College