Dedee Scott
Millen,GA
Summary
Professional account resolution expert with proven track record in managing and resolving complex financial disputes. Strong focus on team collaboration and delivering consistent results, adaptable to changing demands. Skilled in conflict resolution, customer service, and financial analysis. Reliable and goal-oriented with commitment to maintaining high standards.
Overview
12
12
years of professional experience
Work History
Account Resolution Specialist
RoundPoint Mortgage Servicing Corporation
09.2025 - Current
- Resolved customer inquiries regarding mortgage accounts through effective communication and problem-solving skills.
- Assisted in processing payment arrangements and account adjustments to enhance customer satisfaction.
- Collaborated with internal teams to ensure timely resolution of issues impacting account performance.
- Maintained accurate records of customer interactions and account statuses within company systems.
- Adapted quickly to changes in policies and procedures, ensuring compliance with industry regulations.
- Documented all actions performed and interactions with customers.
- Negotiated re-payment plans by identifying causes of delinquent payments to assist in recovery of debt and meet realistic timeframes.
Customer Service Representative
RoundPoint Mortgage Servicing Corporation
10.2022 - 09.2025
- Assisted customers with inquiries, ensuring timely and accurate responses to enhance satisfaction.
- Handled customer complaints professionally, resolving issues to minimize escalations.
- Adapted quickly to new systems and procedures, contributing to team efficiency and effectiveness.
- Supported training of new staff by sharing insights on customer service protocols and tools.
- Responded to customer requests for products, services, and company information.
Customer Care Representative
Loandepot
03.2022 - 10.2022
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Built rapport with customers through active listening and empathetic responses, fostering positive relationships.
- Logged call information and solutions provided into internal database.
- Investigated and resolved customer inquiries and complaints quickly.
- Educated customers about billing, payment processing and support policies and procedures.
Spoc
RoundPoint Mortgage Servicing Corporation
02.2018 - 03.2022
- Excellent communication skills, both verbal and written.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Learned and adapted quickly to new technology and software applications.
- Organized and detail-oriented with a strong work ethic.
- Managed time efficiently in order to complete all tasks within deadlines.
Appointment Scheduler
H&S Roofing
06.2016 - 01.2018
- Answered phone calls and answered questions from potential customers.
- Managed high call volume while maintaining professionalism and accuracy when gathering client information for appointment bookings.
- Acted as first point of contact and set appointments for prospective clients.
- Optimized available time slots by proactively identifying opportunities to fill cancellations or last-minute openings.
- Made average of 75 outbound and inbound calls per day.
Medical Customer Service Representative
WellCare
08.2013 - 06.2016
- Managed customer inquiries regarding medical services and insurance benefits efficiently.
- Monitored system updates to ensure accurate information was available for customers.
- Resolved escalated customer complaints efficiently while maintaining composure under pressure situations.
- Maintained up-to-date knowledge on industry trends and guidelines to provide accurate information to customers.
Education
Associate of Science - Business Administration
Strayer University
Charlotte, NC07-2017
Skills
- Data entry proficiency
- Skip tracking
- Financial collections
- Debt collection
- Active listening
- Account review
Timeline
Account Resolution Specialist
RoundPoint Mortgage Servicing Corporation
09.2025 - Current
Customer Service Representative
RoundPoint Mortgage Servicing Corporation
10.2022 - 09.2025
Customer Care Representative
Loandepot
03.2022 - 10.2022
Spoc
RoundPoint Mortgage Servicing Corporation
02.2018 - 03.2022
Appointment Scheduler
H&S Roofing
06.2016 - 01.2018
Medical Customer Service Representative
WellCare
08.2013 - 06.2016
Associate of Science - Business Administration
Strayer University