HEATHER SCOTT
Winston-Salem,NC
Summary
Dynamic professional with a proven track record at City Of Lexington - Government, enhancing customer satisfaction and streamlining operations. Detail oriented and results-driven professional with experience in managing financial records, preparing reports, and ensuring compliance with industry regulations. Proven track record of maintaining financial integrity, resolving discrepancies, and contributing to the overall efficiency. Proficient in customer service and financial processes, demonstrating empathy and adaptability. Achieved significant improvements in customer loyalty and operational efficiency through innovative problem-solving and team collaboration.
Overview
14
14
years of professional experience
Work History
Customer Care Representative II
City Of Lexington - Government
07.2023 - Current
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Managed high call volume with exceptional professionalism and efficiency.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted call-in customers with questions.
Collections Supervisor
City Of Lexington - Government
09.2013 - 07.2023
- Streamlined department operations by optimizing workflows, policies, and procedures.
- Maintained a high level of customer satisfaction through professional communication and dispute resolution tactics.
- Established performance metrics to evaluate team success and identify areas for improvement.
- Process and balances sub-ledgers and various reports to ensure accuracy.
- Reports monthly to Finance: credit cards, all e-commerce payments, Golf sales tax, ULI postage, golf deposits (tournament and municipal club) and golf deposit refunds.
- Daily reconciliation on various accounts.
- Daily macro generation and reconciliation between Cayenta and Munis.
- Process refunds bi-weekly to send to Finance.
- Process Journal Entries when needed to clear accounts.
Customer Service Representative
City Of Lexington - Government
01.2011 - 09.2013
- 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.
Education
Bachelor of Science - Business
High Point University
High Point, NC05-2009
Skills
- Customer service
- Inbound customer service
- Data entry
- Call center experience
- General Ledger Management
- Reconciliation
- Payment processing
- Customer relations
- Empathy and patience
- Audit support
- Attention to detail
- Adaptability and flexibility
- Computer skills
- Teamwork and collaboration
- Understanding customer needs
- Customer data confidentiality
Timeline
Customer Care Representative II
City Of Lexington - Government
07.2023 - Current
Collections Supervisor
City Of Lexington - Government
09.2013 - 07.2023
Customer Service Representative
City Of Lexington - Government
01.2011 - 09.2013
Bachelor of Science - Business
High Point University
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