LaShonda Scott
Freedomcare
Blue Springs,MO
18
years of professional experience
Customer-focused professional with extensive experience in service solutions and conflict resolution. Strong communication and problem-solving skills enhance customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and committed to achieving organizational goals through efficient service.
Work History
Caregiver, Special Needs
11 Months- Assisted special needs clients with daily living activities, personal care, and mobility support.
- Monitored client well-being and reported changes to care team promptly.
- Administered medication reminders and maintained consistent adherence to care plans.
- Supported meal preparation, feeding assistance, and safe nutrition routines.
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Developed strong relationships with clients and families, fostering trust and open communication regarding care plans.
- Helped with home management tasks, meal preparation, grocery shopping, and routine cleaning.
Customer Solutions Representative
1 Year 10 Months- Resolved inbound customer inquiries regarding billing, service, and account changes with accuracy and professionalism.
- Explained Spectrum service options, promotional packages, and upgrade opportunities to match customer needs.
- Processed payments, adjustments, and account updates while maintaining compliance with company policies.
- Troubleshot residential internet, cable, and voice issues using diagnostic tools and documented solutions in CRM systems.
- Scheduled service appointments and coordinated field dispatch to support timely resolution of technical issues.
- De-escalated difficult customer interactions by identifying concerns and offering clear, practical solutions.
- Maintained detailed account records and case notes to support consistent follow-up and service continuity.
- Supported customer retention efforts by addressing service concerns and recommending appropriate plan modifications.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Consistently exceeded performance metrics by prioritizing tasks effectively and focusing on delivering outstanding service.
Customer Service Advocate
5 Years 3 Months- Promoted superior customer experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Handled high call volume during peak hours, prioritizing urgent cases and ensuring thoroughness in service delivery.
- Cultivated a positive work environment, enhancing team collaboration and driving continuous improvement initiatives.
- Helped a large volume of customers every day with a positive attitude and focus on customer satisfaction.
- Participated in regular performance evaluations, consistently exceeding expectations in key metrics such as first-call resolution rate.
- Resolved cardholder inquiries across billing, payments, and account access with accurate documentation.
- Interpreted credit card policies to explain account decisions and next steps clearly.
Sales Services Representative
10 Years 8 Months- Cross-sold and upsold products to customers by understanding their current and forecasted needs, enhancing overall customer satisfaction.
- Provided insights into available products, services, and competitor activities, enabling consumers to make informed purchasing decisions.
- Answered in-depth questions about company offerings, service policies and benefits of each plan.
- Utilized consultative techniques and probing questions to address objections, effectively closing sales.
Education
Associate of Applied Science - Business And Health Administration
Associate of Applied Science - Radiology Technician
Skills
Client support experience
Critical thinking abilities
Active listening
Data entry
Customer relations
Problem resolution
Relationship building
Call center experience
Computer proficiency
Conflict resolution
Complaint handling
Complaint resolution
Payment processing
Customer service
Accomplishments
Top customer services advocare ( June, July and August 2023)
Co-Team Captain
Training assistant in web chat for new employers with their questions and concerns.
Timeline
Caregiver, Special Needs
Freedomcare
11.2025 - CurrentRead More
Customer Solutions Representative
Charter Communications (Spectrum)
06.2024 - 04.2026Read More
Customer Service Advocate
Bread Financial
02.2019 - 05.2024Read More
Sales Services Representative
AT&T Call Center
06.2008 - 02.2019Read More
Metropolitan Community College - Kansas City
Associate of Applied Science from Business And Health Administration
Read More
Cleveland University of Kansas City
Associate of Applied Science from Radiology Technician
Read More