Summary
Overview
Work History
Education
Skills
Timeline
Hi, I’m

Lolitha Scott

Phoenix,AZ

Summary

Having a passion for customer service and helping others, allows me to provide top-notch skills in oral, written communication, active listening and analytical problem-solving. These skills provides the ability to enhances customer experiences by employing service-oriented behaviors, understanding customer desires, and providing customized solutions to build loyalty.

Overview

8
years of professional experience

Work History

Madico, Inc

Branch Customer Service Representative
05.2023 - Current

Job overview

  • Took 50+ calls processing orders for customers who needed to order residential, commercial and/or car tint.
  • Prepared and emailed invoices to customers, processed payments and closed out our total sales.
  • Reviewed AR report and addressed any outstanding balances.
  • Identified, researched and resolved all discrepancies by reviewing variance report.
  • Reviewed invoices, files and receipts to make sure customer ID was listed; this keep records organized and easy to find.
  • Reviewed accounts to make sure we were following terms on accounts that have terms attached.
  • Reviewed end of month reports to make sure all invoice issues have been closed out.
  • Educated customers about available services, products and bank resources.
  • Scan and file documents to customer accounts
  • Handles situations which may require adaptation of responses or extensive research according to customer response
  • Deliver and exceed customer-specified service levels for handling time. Learn, understand, retain and regularly update and demonstrate product/process knowledge.

Paychex Inc

Customer Service Representative
10.2020 - 11.2021

Job overview

  • Took calls educating participants on their 401k. Assisting them different methods of withdrawals. Provided information on how to increase their contributions and how to change their investments.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Actively listened to customers, handled concerns quickly and escalated.
  • Utilized systems to log calls update member's information. .
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Ensure that all customer issues are resolved; First call resolution.

Griswold Home Health Care

Client Care Coordinator/Caregiver
01.2019 - 08.2019

Job overview

  • Handle 40-50 calls
  • Schedule and assign caregivers to go out and assist clients with their care needs
  • Supported patient care excellence via planning and interpretation of programs.
  • Determined need for special assessment activities for complex cases, effectively handling care plans.
  • Complete home visit to completed resident assessments and update clients care plans in accordance with current regulations, guidelines and clients needs.
  • Update policies and procedures, leads to continuous improvement of resident assessments and care.
  • Review caregivers work hours and mileage, to ensure clients are billed correctly
  • Complete job interviewers for potential caregivers
  • Sign new clients up for in home services along with meet and greet
  • Perform other clerical receptionist duties such as filing, photocopying, transcribing and faxing
  • Complete job interviewers for potential caregivers
  • Sign new clients up for in home services and complete a meet and greet
  • Perform other clerical receptionist duties such as filing, photocopying, transcribing and faxing

Aerotek

Receptionist/Administrative Assistant
06.2017 - 10.2017

Job overview

  • Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
  • Restocked supplies and placed purchase orders to maintain adequate stock levels.
  • Executed record filing system to improve document organization and management.
  • Scheduled office meetings and client appointments for staff teams.
  • Received and sorted incoming mail and packages to record, dispatch, or distribute to correct recipient.
  • Assisted coworkers and staff members with special tasks on daily basis.
  • Increased office participation in special events by creating newsletter with detailed calendars and other office updates.

Aetna

Member Service Representative
08.2015 - 10.2016

Job overview

  • Handled 65-75 calls every day with positive attitude and focus on customer satisfaction.
  • Handled Medicaid calls assisting member with changing their Primary Care Providers, answering any questions they may have about benefits, sending out ID card, setting up their medical transportation and assisted with educating members on utilizing our website.
  • SME (subject matter expert)Handling complaints with prompt, courteous service to uphold professional reputation while deescalating our members.
  • Utilized systems to log calls and update member's demographic information.
  • Responded to customer emails to answer questions and confirm their medical transportation was set up.

Education

Arizona Department of Education
Phoenix, AZ

GED
11.2002

Skills

  • Invoice Preparation and Processing
  • Process Payments
  • Aging Reports Analysis
  • Month-End Closing Procedures
  • Microsoft Office
  • 10-Key Data Entry
  • Typing (52wpm)
  • Benefits Verifications (AHCCCS)
  • Salesforce
  • Written and Oral Communications
  • Customer Retention Strategies
  • Client Rapport-Building

Timeline

Branch Customer Service Representative

Madico, Inc
05.2023 - Current

Customer Service Representative

Paychex Inc
10.2020 - 11.2021

Client Care Coordinator/Caregiver

Griswold Home Health Care
01.2019 - 08.2019

Receptionist/Administrative Assistant

Aerotek
06.2017 - 10.2017

Member Service Representative

Aetna
08.2015 - 10.2016

Arizona Department of Education

GED

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Lolitha Scott