Justin Scott
Slidell,LA
Summary
Dynamic and results-oriented professional with extensive experience in customer service and communication, notably at NAVEX Global. Excelled in utilizing Microsoft Suite and PeopleSoft to enhance client interactions and streamline processes. Demonstrated exceptional mentoring abilities and superior client service skills, significantly improving team performance and customer satisfaction.
Overview
18
18
years of professional experience
Work History
Communication Specialist
NAVEX Global
Charlotte, NC (Remote)
02.2024 - Current
- Conduct interviews on sensitive workplace topics by gathering information, documenting inquiries, and creating a detailed timeline of events.
- Ensure employees feel empowered to report their concerns by drafting reports and sharing a portal for them to add information.
Social Media Representative
OKcoin
San Francisco, CA (Remote)
03.2022 - 01.2023
- Reviewed social media posts and replies to all customer inquiries, handled escalated concerns and identified trends in product experience.
- Attended regular calibrations with product managers and marketing team to ensure accuracy and consistency in responses to customer queries, concerns and comments.
Social Media Brand Ambassador
VXI Global Solutions LLC
Austin, TX
07.2021 - 03.2022
- Triaged customer inquiries to assist the marketing team with gathering data to identify trends and business needs.
- Collaborated with program support managers and community members to identify trends and opportunities to improve the customer experience.
- Provided high-quality social media engagement through thoughtful and empathetic responses, while protecting the brand's reputation and creating a positive onboarding experience.
Customer Service Representative
LegalZoom
Austin, TX
07.2020 - 12.2020
- Researched customer accounts to give updates on business formation process using Salesforce.
- Provided status of Secretary of State filings by utilizing respective Secretary of State websites.
- Obtained and updated customer’s information to take accounts off hold and continue business formation process.
- Educated customers on registered agent, tax, legal service products including copyrights and trademarks.
- Assisted customers with requested dissolution of business.
Customer Service Representative
Approved Money Center
Austin, TX
12.2019 - 05.2020
- Reviewed loan applications and supporting documentation to determine completeness, accuracy and compliance with company policies.
- Verified employment, income, bank statements and other financial documents.
- Ensured all data was accurately entered into the system in a timely manner.
- Researched customer accounts for any discrepancies or outstanding payments.
- Negotiated payment plans with customers to ensure timely repayment of debt.
Benefits Analyst
Employees Retirement System of Texas
Austin, TX
01.2016 - 01.2019
- Effectively educated government employees on multi-faceted, intricate insurance and retirement benefits through a series of diverse channels (phone, email & in-person).
- Researched and update members’ accounts using PeopleSoft in order to provide a detailed explanation of retirement eligibility and annuity options.
- Coached/mentored incoming counselors by assisting in learning opportunities and supporting a fluid transition into the work environment.
- Revamped training for new benefit counselors by providing coaching, mentoring and feedback opportunities to promote positive acculturation.
Customer Service Representative
Federation of State Medical Boards
Euless, TX
04.2015 - 12.2015
- Assisted physicians in understanding where they were in the credentialing process.
- Researched and analyzed information to provide an accurate update on the credentialing process.
- Communicated with other departments to provide help with finishing the verification process.
- Provided technical support to assist physicians with the online application.
- Designed and developed training materials for new employees in the organization.
- Adapted teaching methods according to the needs of individual learners or groups.
Support Representative
Peoples Health
Metairie, LA
09.2013 - 12.2014
- Assisted Medicare health plan members in understanding their benefits and how to access them.
- Focused on proactive and timely problem resolution of both organizational and member-based issues.
- Documented and respond to all issues presented by internal departments via Contact Service Form (CSF), Internal Service Form (ISF), and e-mail as needed to facilitate the internal resolution and documentation of provider related issues in a timely manner.
- Reviewed agents' customer interactions and provided feedback.
- Collaborated with management to discuss effective plans for resolving major quality problems.
- Determined training needs of staff and organized training interventions to achieve quality standards.
Server/Office Assistant
Dish on Hayne
New Orleans, LA
04.2011 - 09.2013
- Greeted guests and provided menus.
- Maintained knowledge of current menu items, garnishes, ingredients and preparation methods.
- Took orders from customers accurately and in a timely manner.
- Delivered food orders promptly and courteously.
- Monitored dining room for cleanliness and proper set-up at all times.
- Accurately recorded orders on cash register and point-of-sale system.
- Performed opening and closing duties such as setting up the dining area, restocking supplies..
- Handled money transactions accurately while following company procedures for handling cash payments.
- Drafted financial documents such as contracts, purchase orders.
- Maintained accurate records of purchase orders, invoices, contracts.
Shift Manager
McDonald's
Slidell, LA
05.2009 - 06.2010
- Supervised 4 to 7 employees on a shift.
- Developed and maintained positive working relationships with staff, customers, and vendors.
- Monitored store operations to ensure compliance with company policies and procedures.
- Maintained inventory levels by monitoring stockroom orders.
- Assisted in resolving escalated customer service issues in a timely manner.
- Provided coaching and guidance to team members when necessary to improve performance.
- Ensured completion of all opening and closing duties were completed accurately according to established guidelines.
- Managed the scheduling of staff shifts to ensure adequate coverage at all times.
- Completed checklists and procedures for cash reporting, inventory control, and scheduling
during shift.
Teller
ASI Federal Credit Union
Slidell, LA
02.2008 - 03.2009
- Received and processed customer transactions, including deposits, withdrawals, loan payments and other banking services.
- Verified customers' identification to ensure compliance with laws and regulations.
- Balanced cash drawers on a daily basis.
- Explained account information to customers in detail as needed.
Head Cashier
TJ Maxx, TJX Companies
Metairie, LA
07.2006 - 02.2008
- Scheduled and supervised cashiers during shifts, ensuring proper coverage of registers.
- Assisted customers at checkout by providing excellent customer service and resolving any issues that arose.
- Handled returns, exchanges, and refunds in accordance with company policy while maintaining a high level of customer satisfaction.
- Monitored register drawers to ensure adequate change was available throughout each shift.
Education
Some College (No Degree) - Psychology
Austin Community College
Austin, TXSome College (No Degree) - Business Management
Delgado Community College
New Orleans, LASkills
- Proficient in Microsoft Word
- Proficient in Microsoft Excel
- Proficient in Microsoft PowerPoint
- Superior client service skills
- Verbal and written communication skills
- Independent and team oriented
- Coaching and Mentoring
- Customer Support
- PeopleSoft
- Google Suite
- Zendesk Ticketing System
- Microsoft Suite
- Timely and Professional Customer Responses
Problem-solving - Salesforce Proficient
- Service Level Agreement (SLA) Compliance
- Sprout Ticketing System
Timeline
Communication Specialist
NAVEX Global
02.2024 - Current
Social Media Representative
OKcoin
03.2022 - 01.2023
Social Media Brand Ambassador
VXI Global Solutions LLC
07.2021 - 03.2022
Customer Service Representative
LegalZoom
07.2020 - 12.2020
Customer Service Representative
Approved Money Center
12.2019 - 05.2020
Benefits Analyst
Employees Retirement System of Texas
01.2016 - 01.2019
Customer Service Representative
Federation of State Medical Boards
04.2015 - 12.2015
Support Representative
Peoples Health
09.2013 - 12.2014
Server/Office Assistant
Dish on Hayne
04.2011 - 09.2013
Shift Manager
McDonald's
05.2009 - 06.2010
Teller
ASI Federal Credit Union
02.2008 - 03.2009
Head Cashier
TJ Maxx, TJX Companies
07.2006 - 02.2008
Some College (No Degree) - Psychology
Austin Community College
Some College (No Degree) - Business Management
Delgado Community College
Similar Profiles
Kiera WatsonKiera Watson
Account Executive at NAVEX GlobalAccount Executive at NAVEX Global
Sally ParkerSally Parker
Communication Specialist at NAVEX GlobalCommunication Specialist at NAVEX Global
Tabitha ChappinaTabitha Chappina
Associate LMS Manager at NAVEX GlobalAssociate LMS Manager at NAVEX Global