Deborah Scott
Jacksonville
Summary
Dynamic customer service professional with a proven track record at Cincinnati Sports Club, excelling in conflict resolution and active listening. Adept at enhancing customer satisfaction through effective communication and tailored solutions, consistently recognized as a top performer. Passionate about child development, implementing engaging educational activities that foster growth and learning in a nurturing environment.
Overview
33
33
years of professional experience
Work History
Self Employed
Myself
01.2012 - Current
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Worked well in a team setting, providing support and guidance.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Passionate about learning and committed to continual improvement.
- Worked flexible hours across night, weekend, and holiday shifts.
- Managed time efficiently in order to complete all tasks within deadlines.
- Organized and detail-oriented with a strong work ethic.
- Paid attention to detail while completing assignments.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Strengthened communication skills through regular interactions with others.
- Adaptable and proficient in learning new concepts quickly and efficiently
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Developed and maintained courteous and effective working
Customer Service Representative
Cincinnati Sports Club
03.2002 - 12.2011
- Assisted members with inquiries, ensuring timely and accurate responses.
- Processed membership registrations and payments efficiently using club management software.
- Collaborated with team to resolve customer complaints, enhancing overall satisfaction.
- Maintained knowledge of club services and promotions to provide informed support to members.
- Trained new staff on customer service protocols and system navigation for improved efficiency.
- Conducted follow-up calls to ensure member satisfaction and retention efforts were effective.
- Developed streamlined processes for handling member feedback, promoting continuous improvement initiatives.
- Led weekly meetings to discuss operational challenges and implement solutions for enhanced service delivery.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Conducted training sessions for new hires, ensuring consistent level of service across team.
- Implemented rewards program that encouraged repeat business and strengthened customer relationships.
- Improved resolution time with effective problem-solving for customer complaints.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
- Analyzed customer service metrics to identify trends and develop strategies for improvement.
- Participated in training programs to enhance product knowledge and customer service skills.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Updated company's FAQ section to include answers to common customer questions, reducing inquiry volume.
- Boosted team morale by consistently recognizing colleagues' contributions and achievements.
- Fostered positive customer service culture within team which led to higher customer satisfaction rates.
- Coordinated with logistics department to expedite shipping for urgent customer orders.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Identified and resolved discrepancies and errors in customer accounts.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
- Created and maintained detailed database to develop promotional sales.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Cross-trained and backed up other customer service managers.
- Implemented and developed customer service training processes.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Led quarterly customer service meetings to review performance and set goals for improvement.
- Collaborated with product team to communicate customer feedback, resulting in product enhancements.
- Developed feedback system for customers to share their service experience, leading to actionable improvements.
- Customized support strategies for high-priority clients to ensure their specific needs were met.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- 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.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered prompt service to prioritize customer needs.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Maintained up-to-date knowledge of product and service changes.
- Met customer call guidelines for service levels, handle time and productivity.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded proactively and positively to rapid change.
- Promptly responded to inquiries and requests from prospective customers.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Increased efficiency and team productivity by promoting operational best practices.
- Trained staff on operating procedures and company services.
- Investigated and resolved accounting, service and delivery concerns.
- Cross-trained and provided backup support for organizational leadership.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Managed timely and effective replacement of damaged or missing products.
- Sought ways to improve processes and services provided.
- Trained new personnel regarding company operations, policies and services.
Home Daycare Owner
Myself
04.1993 - 04.2003
- Developed age-appropriate lesson plans to enhance children's learning and development.
- Managed daily operations, ensuring a safe and nurturing environment for children.
- Implemented effective communication strategies with parents regarding child progress and activities.
- Coordinated educational activities that promote social, emotional, and cognitive skills.
- Trained and supervised assistants in childcare best practices and safety protocols.
- Established policies to maintain compliance with local regulations and licensing requirements.
- Monitored child behavior to foster positive interactions and conflict resolution skills.
- Cultivated partnerships with community resources for additional support services for families.
- Cultivated strong relationships with parents to establish trust and open communication regarding their child''s progress.
- Organized field trips to enhance cultural awareness and provide diverse learning experiences outside the home setting.
- Conducted assessments to track individual progress in key development areas such as cognitive, emotional, social, and physical growth.
- Collaborated with other childcare professionals to share best practices and continuously improve service quality at the home daycare facility.
- Managed daily operations of the home daycare business, including staff scheduling, budgeting, and recordkeeping.
- Assisted children with developing good hygiene habits such as hand-washing, tooth-brushing, and toilet training when necessary.
- Developed and operated within annual operational budget of $Amount.
- Ensured a safe and nurturing environment for children through regular inspections, maintenance, and cleaning of the daycare facility.
- Fostered positive social interactions among children by encouraging group play and teaching conflict resolution strategies.
- Continuously evaluated and updated the curriculum based on current research in early childhood education, resulting in improved outcomes for children in care.
- Enhanced children''s development by implementing age-appropriate activities and educational programs.
- Developed marketing strategies to attract new clients while retaining existing families through high-quality childcare services.
- Implemented effective behavior management strategies to create a positive and respectful atmosphere conducive to learning and growth.
- Established a consistent daily routine that balanced structured activities with free play time for optimal child development.
- Coordinated parent involvement opportunities such as workshops, parenting classes, and family events to foster a strong sense of community within the daycare setting.
- Provided nutritious meals and snacks while accommodating any dietary restrictions or allergies for each child in care.
- Implemented creative art projects to stimulate imagination and encourage self-expression in young children.
- Maintained compliance with local licensing regulations by regularly updating documentation, attending workshops, and undergoing inspections as required.
- Trained new staff members on company policies, procedures, safety protocols, and curriculum implementation techniques.
- Promoted early literacy skills by integrating storytime and reading activities into the daily routine.
- Adapted the learning environment to accommodate children with special needs or disabilities ensuring inclusivity for all participants.
- Maintained accurate accounting of tuition and operating reports.
- Monitored children's activities to verify safety and wellbeing.
- Read stories, sang songs and facilitated creative play.
- Implemented daily routines and activities to stimulate and engage children.
- Dispensed snacks and meals to children in accordance with nutritional guidelines.
- Provided support and guidance to children in conflict resolution.
- Used positive reinforcement techniques to promote patience and other good behaviors in children.
- Encouraged children's emotional and social development.
- Responded to inquiries from parents and guardians.
- Instructed children in crafts and other activities to promote gross and fine motor skills.
- Created safe and engaging learning environment for groups of diverse children with various learning styles.
- Assisted in potty training and toilet hygiene.
- Prepared group activities to enhance socialization, communication and problem-solving skills for children.
- Worked closely with fellow staff members in developing and implementing educational and recreational activities.
- Maintained group discipline through positive reinforcement, behavior modeling, and collaboration with parents.
- Helped children develop motor skills in preparation for preschool and kindergarten.
- Developed lessons and activities to promote children's physical and emotional development.
- Logged information regarding naps, feedings, and any medications administered.
- Created and implemented activities to promote language development.
- Handled daily administrative tasks efficiently to minimize time away from children.
- Documented children's growth and development.
Education
High School Diploma -
Greenhills High
Greenhills OhioSkills
1 Active Listening: The ability to fully concentrate on, understand, respond to, and remember what customers are saying, ensuring their needs are accurately identified
2 Verbal and Written Communication: Clearly and professionally conveying information, instructions, and solutions across various channels (phone, email, chat)
3 Empathy & Patience: Maintaining a calm and understanding demeanor while genuinely connecting with customers and handling difficult or escalated situations
- 4 Conflict Resolution & De-escalation: Skillfully managing customer frustration and turning negative experiences into positive outcomes
- 1 Curriculum Implementation: Designing and delivering age-appropriate educational activities (eg, sensory play, reading, art) to foster cognitive, motor, and social development2 Positive Guidance & Behavior Management: Utilizing proactive strategies (redirection, positive reinforcement) to manage classroom dynamics and encourage self-regulation3 Observation and Assessment: Systematically tracking children’s developmental milestones and social-emotional growth to inform individualized care plans4 Early Literacy & Numeracy Instruction: Integrating foundational reading, writing, and counting skills into daily routines and play
I Child Development & Education
Timeline
Self Employed
Myself
01.2012 - Current
Customer Service Representative
Cincinnati Sports Club
03.2002 - 12.2011
Home Daycare Owner
Myself
04.1993 - 04.2003
High School Diploma -
Greenhills High