DeYundra Scott
Kingstree,SC
Summary
Proven in enhancing customer loyalty and resolving complex issues, I excel in customer service and problem-solving. With expertise in CRM and active listening, I've significantly improved first-call resolution rates. My background spans healthcare to high-volume call centers, demonstrating exceptional critical thinking and rapport-building skills. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
12
12
years of professional experience
Work History
Customer Service Representative
Foundever
Remote
01.2023 - Current
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Updated account information to maintain customer records.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Healthcare Customer Service Representative
BroadPath Healthcare
Remote
04.2019 - 01.2023
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
- Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
- Increased first-call resolution rates by carefully listening to customers'' needs and providing accurate information based on their inquiries.
Call Center Representative
Teleperformance USA
Remote
06.2016 - 01.2019
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
Sandwich Maker
Subway
Kingstree, SC
04.2012 - 04.2015
- Kept workstations well-organized and sanitized throughout shifts, promoting cleanliness and reducing cross-contamination risks.
- Organized freezers, refrigerators and storage rooms by receiving, recording, and moving food and beverage supplies and products.
- Supported fellow employees through effective communication and teamwork during busy periods or staff shortages.
- Collaborated with team members to optimize workflow, resulting in better overall performance during peak hours.
Education
High School Diploma -
Kingstree Senior High School
Kingstree, SC05.2006
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Call center experience
- Computer Proficiency
- Customer Relationship Management (CRM)
- Building rapport
Timeline
Customer Service Representative
Foundever
01.2023 - Current
Healthcare Customer Service Representative
BroadPath Healthcare
04.2019 - 01.2023
Call Center Representative
Teleperformance USA
06.2016 - 01.2019
Sandwich Maker
Subway
04.2012 - 04.2015
High School Diploma -
Kingstree Senior High School