Summary
Overview
Work History
Education
Skills
Timeline
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Ebony Scott

High Point,NC

Summary

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

10
10
years of professional experience

Work History

Nurse Secretary

Cone Health
01.2021 - 08.2023


  • Clean and sterilize instruments and dispose of contaminated supplies
  • Record patients' medical history, vital statistics, or information such as test results in medical records
  • Greet and log in patients arriving at office or clinic
  • Resolve customer complaints or answer customers' questions regarding policies and procedures.

Customer Service Team Lead

Banyan Hill Publishing
12.2013 - 11.2021
  • Addressed escalated customer concerns promptly, ensuring satisfactory resolutions while preserving long-term relationships.
  • Coached new team members on service techniques and provided scoring through quality assurance program.
  • Supported representatives in navigating difficult interactions with customers, offering guidance on appropriate de-escalation techniques when needed.
  • Led regular team meetings to review performance data, discuss best practices, and collaborate on continuous improvement initiatives.
  • Managed high-performing customer service team, consistently exceeding company performance benchmarks.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.

Education

High School Diploma -

Edgewood High School
Edgewood, MD
06.2011

Skills

  • Communication

  • Teamwork

  • Project Management

  • Customer Service

  • Critical Thinking

Timeline

Nurse Secretary

Cone Health
01.2021 - 08.2023

Customer Service Team Lead

Banyan Hill Publishing
12.2013 - 11.2021

High School Diploma -

Edgewood High School

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Ebony Scott