Joycelynn Scott
Hampton,VA
Summary
Knowledgeable with a strong background in guest care and customer forward service. Successfully managed guest inquiries and resolved issues to ensure high satisfaction. Seeking an opportunity to start a career with a dynamic company, looking forward to training and maximizing my knowledge in the customer service field.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Social Media Guest Care Specialist
Spirit Airlines Inc.
Dania Beach, FL
06.2022 - 05.2026
- Work from home, traveling to headquarters for annual in person meetings and team bonding.
- Delivered exceptional customer service to enhance guest experiences during travel.
- Resolved passenger inquiries and escalated concerns efficiently, ensuring high satisfaction levels.
- Assisted customer inquiries and concerns through social media, email, phone and online chat.
- Coordinated with airline staff to streamline boarding procedures and assist with customer inquiries and concerns.
- Educated guests on flight policies, baggage regulations, and safety protocols effectively and thoroughly.
- Assisted Coordinator I agents with addressing case work.
- Monitored Social Media engagement related to the brand and coordinated with the Media team to address posts with high traction to maintain brand integrity.
- Cross-trained and provided backup support in other non-voice Guest Care departments.
- Led initiatives to enhance communication between departments, improving overall guest experience quality.
- Collaborated with team members to ensure seamless guest services.
- Assisted with special projects to better serve the Social Media Guest Care Team.
- Handled escalated customer complaints to satisfy and retain guests.
- Maintained high level of professionalism and discretion when dealing with guests. on an escalated level.
- Managed high volumes of inquiries and concerns during viral moments and irregular operational concerns.
- Utilized CRM software and multiple systems to manage customer case work and organize customer documentation
- Maintained service quality metrics and identified areas of improvement, implementing coaching and corrective actions if needed.
- Adapted to sudden policy and procedure changes.
- Assisted new personnel with company operations and policies and procedures
- Communicated with management and other leadership regarding job performance, adjusting and improving in areas of opportunity based on feedback
- Provided ideas and insight on ways to improve customer service through Social Media.
- Used critical thinking and problem solving skills to de-escalate customer concerns to increase customer retention rates.
- Reduced performance inconsistencies and trained Coordinator I agents on best practices and procedures.
- Utilized variety of organizational and communication skills to drive guest satisfaction.
Customer Service Agent
WPS Health Solutions
Hampton, VA
06.2018 - 08.2021
- Inbound Call Customer Support from June 2018- September 2019
- Inbound Chat Agent from October 2019-August 2021, up to 3 chats at a time.
- Assisted with email responses during down time, 30-60 responses required.
- Assisted providers with medical claims processing questions or concerns.
- Corrected and adjusted medical claims according to policy and standards.
- Advised providers on health plan details for beneficiaries, such as plan costs and out of pocket expenses.
Customer Service Representative
Aerotek
Hampton, VA
12.2017 - 03.2018
- Inbound Call Customer Support
- Educated on Health Care plan options
- Processed Health Care plan enrollments
Inbound Technical Support Advisor
IBEX Global Solutions
Hampton, VA
07.2016 - 10.2017
- Tier 1, Mac+ and Tier 2 Senior Technical support
- Support of all iOS and OS devices
- Inbound calls
- Logged and classified cases according to technical issues
- Carefully explained product features and benefits
- Set proper expectations for customer inquiries
- Mentored and coached new advisors through self discovery to perform at client standards
- Educated advisors on performance metrics, what metrics are and how to manage them
- Assisted in managerial duties such as scheduling, payroll, managing emails and other clerical duties
Cashier/Associate
Panera Bread
Pooler, GA
09.2015 - 05.2016
- Opening cashier for front bakery and drive through
- Total purchases, receive and process cash and credit card payments
- Opening and closing register
- Salad production and consolidation line, barista, dining room delivery
- Train new associates in areas of expertise
- Retained knowledge of all menu and prices changes
Apparel Sales Associate
Dick's Sporting Goods
Savannah, GA
09.2014 - 04.2015
- Beginning with setting up the store for grand opening; such as dressing mannequins, wall displays, and building four ways
- Greet customers, assist each customer with specific wants or needs
- Open/close register, perform tasks such as counting money, using coupons, and balancing cash drawers
- Maintain knowledge of current sales and promotions, policies regarding payment and exchanges
- Compute sales prices, total purchases and receive and process cash or credit payment
Sales Associate
Walmart
Rincon, GA
02.2014 - 08.2014
- Apparel department
- Folding, hanging and arranging clothes according to standards
- Creating marketing visuals along side leadership
- Assisted jewelry department, backup cashier
- Fitting room
- Inventory
Education
High School -
Hickman Mills High School
Kansas City, MO05-2009
Skills
- Strong multitasking
- Exceptional and thorough communication
- Complaint handling
- 45-50 WPM (6 years)
- COPYING (3 years)
- IOS (1 year)
- Live chat (2 years)
- Customer support
- Technical support
- Windows (6 years)
- Guest relations expertise
- Reservation management
- Financial transactions
- Documentation and reporting
- Data entry
Accomplishments
- Collaborated with team of 3 in the development of the System Case Coding Project.
- 2025 End of Year Performance - Exceeds Expectations.
- Created canned responses for team members to utilize when assisting customers.
Certification
- Customer service — Highly Proficient
- December 2021
- Identifying and resolving common customer issues
- Full results: Highly Proficient
- Customer focus & orientation — Proficient
- Responding to customer situations with sensitivity
- Full results: Proficient
- Social media — Familiar
- March 2022
- Knowledge of popular social media platforms, features, and functions
- Full results: Familiar
- Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.
Languages
English
Native or Bilingual
Spanish
Limited Working
Additional Information
- Skills:
- Multitasking within multiple systems and screens; Computer Experience but not limited to: Microsoft Word, Excel, Internet, Corel Draw; Customer Service; Switchboard (up to 4 lines); Copying, Filing, Type (40 wpm), Cash Register
Timeline
Social Media Guest Care Specialist
Spirit Airlines Inc.
06.2022 - 05.2026
Customer Service Agent
WPS Health Solutions
06.2018 - 08.2021
Customer Service Representative
Aerotek
12.2017 - 03.2018
Inbound Technical Support Advisor
IBEX Global Solutions
07.2016 - 10.2017
Cashier/Associate
Panera Bread
09.2015 - 05.2016
Apparel Sales Associate
Dick's Sporting Goods
09.2014 - 04.2015
Sales Associate
Walmart
02.2014 - 08.2014
High School -
Hickman Mills High School