DESHONDRA SCOTT
Cleveland,US
Summary
Customer-focused professional with proven track record of exceeding customer expectations and providing exceptional service. Excellent communication skills with the ability to quickly develop rapport with customers and resolve complex service issues. Skilled in using CRM and help desk software to effectively manage customer accounts troubleshoot technical issues and resolve escalated customer complaints.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Shift Leader
McAlister’s Delis
Cleveland, MS
06.2025 - 10.2025
- Supervised daily operations, ensuring adherence to company policies and safety protocols.
- Trained and mentored new team members on operational procedures and customer service standards.
- Coordinated shift schedules to optimize staffing levels and enhance operational efficiency.
- Implemented process improvements that reduced wait times and increased customer satisfaction ratings.
Call Center Representative
Conduent
Cleveland, MS
06.2024 - 03.2025
- Managed high-volume inbound calls, ensuring prompt and effective customer service.
- Resolved customer inquiries using advanced call center software, improving issue resolution time.
- Trained new representatives on best practices and system usage to enhance team performance.
- Implemented process improvements that streamlined call handling procedures, increasing efficiency.
- Provided feedback to management on recurring issues, contributing to service improvement initiatives.
- Maintained accurate records of customer interactions through CRM systems for quality assurance purposes.
- Collaborated with cross-functional teams to resolve complex customer issues swiftly and effectively.
Shift lead
TacoBell
Arlington, Tn, US
10.2023 - 04.2024
- Complied with company standards and policies
- Setting example for team members.
- Managed store closing and opening procedures to ensure safety and security.
- Coached team members
- Delivering candid feedback on expectations and performance.
- Created monthly work schedules for employees based on their availability and needs of the business.
Healthcare Customer Service Representative
Healthcare Plus
Remote, MS, US
01.2021 - 09.2023
- Company Overview: Remote healthcare services provider.
- Assisted patients with navigating online portals for scheduling appointments or submitting payments securely.
- Provided excellent customer service by responding to inquiries in a timely and professional manner.
- Processed incoming payments from customers utilizing appropriate payment processing systems.
- Ensured compliance with all regulatory requirements as they relate to healthcare services provided by the organization.
- Adhered to HIPAA regulations when handling confidential patient information.
- Provided technical support for software applications used within the healthcare facility's operations.
- Remote healthcare services provider.
Administrative Assistant
Baxter
Cleveland, MS, US
01.2019 - 01.2021
- Maintained files and filing
- Keeping sensitive information confidential.
- Assisted the executive management team in making informed decisions by providing timely and accurate administrative support.
- Screened incoming telephone calls
- Routing to appropriate personnel.
- Provided administrative support to management staff
- Including scheduling meetings and appointments
- Preparing agendas
- Taking minutes
- And maintaining records.
Shift Lead
Subway
MS, US
01.2017 - 01.2019
- Complied with company standards and policies
- Setting example for team members.
- Managed store closing and opening procedures to ensure safety and security.
- Coached team members
- Delivering candid feedback on expectations and performance.
- Created monthly work schedules for employees based on their availability and needs of the business.
Education
High School Diploma -
Cleveland Central High School
Cleveland, MS05.2020
Skills
- Administrative support
- Clinical Data
- Customer Experience
- Customer Service Management
Certification
HIPAA
Timeline
Shift Leader
McAlister’s Delis
06.2025 - 10.2025
Call Center Representative
Conduent
06.2024 - 03.2025
Shift lead
TacoBell
10.2023 - 04.2024
Healthcare Customer Service Representative
Healthcare Plus
01.2021 - 09.2023
Administrative Assistant
Baxter
01.2019 - 01.2021
Shift Lead
Subway
01.2017 - 01.2019
High School Diploma -
Cleveland Central High School