Jonella E. Scott
Olympia Fields
Summary
Dynamic Customer Service & Operations Leader with 15+ years of experience driving performance, building high-impact teams, and enhancing customer satisfaction in financial services and call center environments. Recognized for delivering process improvements, strengthening partner relationships, and implementing strategies that reduce risk and elevate customer experience. Adept at project management, stakeholder engagement, and leveraging data driven insights to achieve business objectives.
Overview
16
16
years of professional experience
Work History
Lead Partner Operations Analyst
Discover Financial Services
04.2024 - Current
- Drive operational enhancements across major partnerships including PayPal, Google, and Samsung.
- Manage and resolve partner complaints while identifying root causes and long-term solutions.
- Develop and monitor departmental controls to minimize risk and ensure compliance.
- Collaborate with marketing teams to align partner strategies with enterprise-wide initiatives.
- Planned executed and optimized multi-channel marketing campaigns to drive awareness and adaptation of Google, Samsung, and PayPal product lines.
- Partnered with cross-functional teams (creative, analytics) to ensure campaigns aligned with brand steady and compliance standards.
Team Leader
Discover Financial Services
05.2021 - 04.2024
- Directed a high-performing team to consistently achieve and exceed operational goals.
- Led the successful launch of Coach Evolution at new call center site (Chatham), improving coach workflow, employee engagement, and myVoice survey results.
- Delivered daily coaching sessions focused on performance, channel strategy, and career development.
- Developed standard work for team leaders covering focal and month-end processes, ensuring alignment and consistency.
- Served as Career Coordinator, supporting employee development, team leader upskilling, and talent pipeline growth.
Digital Experience Team Intern
Discover Financial Services
07.2022 - 11.2022
- Partnered with business leaders to optimize digital messaging platforms and improve customer engagement.
- Enhanced chatbot (BOT) content and responses, reducing frontline effort and improving digital customer experience.
- Researched and implemented improvements in FreshWorks to elevate customer journey.
- Spearheaded the Digital Everywhere initiative launch at new call center.
Customer Service Manager III
Enova Financial
11.2014 - 05.2021
- Directed 3 call center supervisors and 60+ agents, driving team performance and ensuring operational effectiveness.
- Analyzed business drivers and presented results/recommendations to leadership.
- Established departmental objectives, created work plans, and delegated assignments to optimize workflows.
- Oversaw escalated complaint resolution via JIRA, assigning workloads across value streams.
- Developed business requirements, training materials, and functional documentation.
- Managed payroll distribution for monthly department-wide incentive programs.
Customer Service Supervisor
U.S. Cellular / Xerox Services
06.2009 - 11.2014
- Supervised call center teams in a high-volume, fast-paced environment.
- Conducted coaching, training, and performance reviews to improve resolution time and customer satisfaction.
- Prepared performance reports and executive communications for senior leadership.
- Analyzed call trends to optimize productivity and staffing models.
Education
Associate of Applied Science -
Ivy Tech College
East Chicago, IN06-2027
Skills
- Strategic Leadership & Team Development
- Operational Efficiency & Risk Management
- Customer Experience Enhancement
- Project & Change Management
- Coaching, Training & Performance Development
- Cross-Functional Collaboration (Marketing, Digital, Technology)
- KPI Tracking & Process Improvement
Timeline
Lead Partner Operations Analyst
Discover Financial Services
04.2024 - Current
Digital Experience Team Intern
Discover Financial Services
07.2022 - 11.2022
Team Leader
Discover Financial Services
05.2021 - 04.2024
Customer Service Manager III
Enova Financial
11.2014 - 05.2021
Customer Service Supervisor
U.S. Cellular / Xerox Services
06.2009 - 11.2014
Associate of Applied Science -
Ivy Tech College
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