Latoya Scott
Retention Specialist
Orlando,FL
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
13
13
years of professional experience
Work History
Residential Behavior Therapist
Direct Care
Orlando, FL
01.2017 - 03.2020
- Administered therapy and applied behavioral analysis techniques in school, home and community to facilitate client treatment plan.
- Created and designed individualized behavioral interventions to promote positive behaviors and prevent problems.
- Developed tools to help client acquire new skills and work towards goals of building communication and social interactions.
- Attended ongoing professional development training programs and industry seminars to remain current on treatments and techniques.
Customer Service Representative
HSN, Home Shopping Network
Miami, FL
06.2012 - 07.2016
- 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.
- Upsells to customer upgrades as necessary.
Customer Service Representative
Quality Insurance Company
Miami, FL
02.2009 - 04.2015
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Recommended products to customers, thoroughly explaining details.
- Provided information regarding charge accounts and loyalty programs.
- Sought ways to improve processes and services provided.
- Promoted available products and services to customers during service, account management and order calls.
Education
High School Diploma -
South Dade Senior High School
Homestead, FL06.2001
Skills
- Behavioral Interviewing
- Client Direct Care
- Community Health Center Credentialing
- Clinical Documentation
- Issue and Complaint Resolution
- Building Customer Trust and Loyalty
- Efficient and Detail-Oriented
Timeline
Residential Behavior Therapist
Direct Care
01.2017 - 03.2020
Customer Service Representative
HSN, Home Shopping Network
06.2012 - 07.2016
Customer Service Representative
Quality Insurance Company
02.2009 - 04.2015
High School Diploma -
South Dade Senior High School
Similar Profiles
Sebastian GeorgeSebastian George
Apple Blossom Village at Direct CareApple Blossom Village at Direct Care
Manuel CruzManuel Cruz
Home Health Aide at Direct CareHome Health Aide at Direct Care
Catherine Bailey-lankfordCatherine Bailey-lankford
Home Care Nurse at Direct CareHome Care Nurse at Direct Care
Taiquan LeakTaiquan Leak
Adolescent Alterative at Direct CareAdolescent Alterative at Direct Care
Kenisha HusbandsKenisha Husbands
Greeter at Launch Entertainment ParkGreeter at Launch Entertainment Park