Deatrah Lee-Scott
Miramar,FL
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
11
11
years of professional experience
Work History
Customer Service Representative
Ava Stewart State Farm
01.2021 - Current
- Trained new representatives on system usage and customer interaction best practices for consistency.
- Managed high call volume while maintaining professionalism, empathy, and attention to detail in each interaction.
- Processed policy updates and changes accurately, ensuring client needs were met in a timely manner.
- Documented customer interactions and transactions for accurate, up-to-date records.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Set up customer payment plans to cover annual policies and renewals.
- Collected premiums and issued accurate receipts.
- Managed front desk operations, facilitating smooth check-ins and check-outs for guests.
- Supported office efficiency by performing clerical tasks such as data entry, photocopying, scanning, and faxing documents.
Customer Service Representative
Giles Stewart State Farm
03.2019 - 12.2020
- Collaborated with team members to enhance service delivery and improve customer satisfaction ratings.
- Responded to customer requests for products, services, and company information.
- Managed invoicing and payment processing operations.
- Processed policy changes efficiently, ensuring accuracy and compliance with company standards.
- Assisted clients in navigating insurance options, enhancing overall customer satisfaction and retention.
- Managed high call volume while maintaining professionalism, empathy, and attention to detail in each interaction.
Work – Study
Broward College
08.2016 - 01.2017
- Managed incoming calls professionally, directing callers to appropriate personnel or taking detailed messages when necessary.
- Assist with information regarding school admission and deadlines.
- Confirmed appointments, communicated with clients, and updated client records.
- Supported office efficiency by performing clerical tasks such as data entry, photocopying, scanning, and faxing documents.
Clerk - Seasonal
Memorial Healthcare System
06.2015 - 08.2015
- Answer telephones and provide information to callers, take messages, or transfer calls to appropriate individuals
- Maintained filing system and organized customer documents for easy retrieval of information.
- Enhanced office organization with regular maintenance of files, records, and supplies inventory.
- Perform payroll functions, such as maintaining timekeeping information, updating paperwork, or maintaining documents, such as attendance records, correspondence, or other material.
Education
Associate of Science - Nursing
Concorde Career College
Miramar, FL09-2020
Associate Degree - Psychology
Broward College
Pembroke Pines, FL01.2018
High School Diploma -
McArthur High Scool
Hollywood, FL06-2016
Skills
- Time Management
- Handling Pressure
- Able to Plan and Prioritize Work
- Critical Thinking
- Collaboration
- Good Judgment
- Data entry
- Customer service
Timeline
Customer Service Representative
Ava Stewart State Farm
01.2021 - Current
Customer Service Representative
Giles Stewart State Farm
03.2019 - 12.2020
Work – Study
Broward College
08.2016 - 01.2017
Clerk - Seasonal
Memorial Healthcare System
06.2015 - 08.2015
Associate of Science - Nursing
Concorde Career College
Associate Degree - Psychology
Broward College
High School Diploma -
McArthur High Scool