Kurtwood Scott
Spanish Town St, Catherine,Jamaica
Summary
Knowledgeable and dedicated customer service professional with extensive experience. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Insurance Auto Auctions, IAA
Kingston,, Jamaica
01.2022 - Current
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Operated standard office software applications to compile data and prepare information and correspondence.
- Worked with customers to provide advice and assistance on regulations and requirements concerning various registration programs.
- Reviewed, processed and issued more than 50 application requests for used cars registration per day..
Senior Subject Matter Expert
Humana - Conduent Jamaica
10.2018 - 12.2021
- Collaborated with senior management and business line management to identify and prioritize new concepts for development and launch.
- Developed business cases, presentations and reports for senior management.
- Documented client progress through case notes and documentation.
- Designed and prepared technical reports, studies and related documentation.
- Provided customer and network administration services such as passwords, electronic mail accounts and troubleshooting.
Lead/Supported
06.2019 - 09.2021
- Team of 20 agents
- Ensured quality standards are understood and upheld
- Provided quick issue resolution
- Provided feedback and coaching
- Assisted with training and development of new team members
- Navigated several apps simultaneously and provided accurate information, Awarded employee of month - Conduent Jamaica
Assistant Workforce Analyst
Clinical Trials- Conduent Jamaica Acurian
03.2015 - 09.2018
- Worked to achieve high customer satisfaction rates by providing optimal customer service and creative tattoo work
- Managed overtime, shift swaps, breaks and PTO requests.
- Identified areas of the company that needed improvement and developed workforce planning strategies and a list of recruitment needs
- Prepared and managed staffing and scheduling to ensure that a sufficient amount of staff availability based on client needs and requirements
- Assessed staffing levels daily, and monitored attendance and schedule adherence
- Provided periodic reports: real-time and historical reports containing performance data to support operations management
Asst. Work Force Analyst
Conduent Jamaica Humana
08.2011 - 02.2015
- Comp
- Benefits
- Tailored and produced daily reports of staff members’ attendance and performance for the clients
- Generated regular and ad-hoc reports on a variety of KPI’s and CSC metrics
- Provided periodic reports: real-time and historical reports containing performance data to support operations management
- Communicated with the operations and management to ensure SLA metrics were being met
- Analyzed schedule performance, forecast accuracy, and underlying assumptions
Education
High School Diploma -
Eltham High School
St. Catherine, Jamaica07.2008
Skills
- Leadership Skills
- Critical thinking and problem solving
- Adaptability
- Effective Time Management
- Highly organized and efficient
- Calm and Professional Under Pressure
- Data Entry and Maintenance
- Building Customer Trust and Loyalty
- Understanding Customer Needs
- Upbeat and Positive Personality
- Microsoft Office Suite
- Efficient and Detail-Oriented
Accomplishments
• Awarded employee of the month - Conduent Jamaica (November 2021)
• Awarded employee of the month - Conduent Jamaica (June 2021)
• Awarded employee of the month - Conduent Jamaica (September 2020)
• Awarded employee of the month - Conduent Jamaica (March 2020)
Certification
Heart College of Innovation and Technology
- Food Preparation Training - 12 months
Timeline
Customer Service Representative
Insurance Auto Auctions, IAA
01.2022 - Current
Lead/Supported
06.2019 - 09.2021
Senior Subject Matter Expert
Humana - Conduent Jamaica
10.2018 - 12.2021
Assistant Workforce Analyst
Clinical Trials- Conduent Jamaica Acurian
03.2015 - 09.2018
Asst. Work Force Analyst
Conduent Jamaica Humana
08.2011 - 02.2015
High School Diploma -
Eltham High School
Heart College of Innovation and Technology
- Food Preparation Training - 12 months
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