LYTASHA SCOTT
Aurora,CO
Summary
Customer service professional with solid history of enhancing customer experiences through effective communication and problem resolution. Known for collaborating with team members to achieve goals and adapting to shifting demands. Expertise includes call handling and conflict resolution skills, valued by employers.
Overview
17
17
years of professional experience
17
17
years of professional experience
Work History
CFOL AMSA Call Center
- Current
- Compiled and reviewed RFS (Request for Service) denial letters and ensured timely distribution to providers via ECFax, HSRM, and secure email.
- Sent copies of denial letters to Veterans through My Healthy Vet, secure email, or postal mail as required.
- Communicated and coordinated tasks through Outlook email and Microsoft Teams to ensure continuity of care.
- Reviewed and sifted through medical records to verify accuracy, completeness, and proper documentation.
- Processed incoming faxed documents, ensuring only relevant and necessary medical information was retained for clinical use.
Level 2 Call Center Agent
Zynex Medical
09.2022 - 06.2025
- Consistently topped team leaderboards for call volume, averaging 80+ calls per day
- Maintained low AH T (average handle times) while ensuring HIPAA compliance and quality assurance
- Consistently de-escalated patient calls, delivering professional and calm customer service to maintain high CSAT scores and exceed conversion KPIs
- Supported onboarding of new team members by sharing best practices and procedures
Client Services / Collections Representative
Rausch Sturm LLP
10.2021 - 09.2022
- Handled inbound and outbound calls for large clients such as Capital One, Walmart, and Mercedes Benz
- Assisted attorneys, POAs, and title companies with lien removals and garnishment processes
- Collected debts while maintaining professionalism and adherence to legal requirements
Site Account Manager
Staples
03.2019 - 10.2021
- Served as dedicated contact for corporate account clients, handling product orders, invoicing, and service inquiries
- Identified upsell opportunities and recommended tailored business solutions
- Resolved customer concerns promptly and professionally, ensuring minimal service disruption
- Fostered long-term relationships with clients, serving as a trusted advisor for their supply needs
Customer Service Representative
Santander Consumer USA / Chrysler Capital
11.2015 - 03.2019
- Managed inbound + outbound customer communication for auto loans, titles, and insurance claims
- Educated customers on payment options and terms, and handled billing and statements
- Prepared car titles for new and existing auto lines
Collections Agent
Freshview Solutions
03.2015 - 10.2015
- Handled over 300 overdue credit and bank account cases daily with empathy and compliance
- Achieved resolution through payment negotiation and education on account status
- Assisted with credit reports and updates, maintained detailed records, and followed federal and state regulations in all communications
Collections Agent
EOS CCA
11.2013 - 03.2015
- Managed 100+ active delinquent accounts for Verizon and CenturyLink
- Took escalated and supervisory-level calls to resolve service disputes and payment objections
- Navigated objections and reviewed invoices with customers to negotiate payment
- Supported HR with administrative tasks and served as a peer mentor for new hires
Assistant Manager
Sonic Drive-In
06.2012 - 10.2013
- Played a key role in training and onboarding 20+ new hires, delivering outstanding customer service during peak hours (500+ customers per shift)
- Oversaw food quality, drive-in operations, and end-of-day reconciliations
- Provided frontline conflict resolution, managing customer issues with professionalism and urgency
Sales Associate
Gordmans Department Store
09.2008 - 08.2011
- Delivered personalized customer service and maintained high transaction accuracy
- Ensured floor readiness through organized displays and restocking
- Processed returns and managed sales across multiple payment platforms
Skills
- Leadership Experience: Managed teams, trained new hires, and oversaw daily operations in fast-paced environments as Site Account Manager at Staples and Assistant Manager at Sonic
- High Performer: Averaged top-ranking call center volumes of 80 inbound and outbound calls per day as an agent at Zynex Medical
- Complex Account Handling: Managed sensitive tasks such as garnishments, lien removals, and legal communications with high accuracy at Rausch Sturm, LLP and EOS CCA
- De-escalation Expert: Proven ability to de-escalate difficult situations throughout all previous roles, turning potential conflicts into positive resolutions
- Team Leadership & Coaching
- Escalation Management
- SalesForce
- Call Center Operations (Inbound & Outbound)
- Performance Metrics & Reporting
- Conflict Resolution
- Client Account Management
- Process Improvement & Quality Assurance
- HIPAA Compliance
- Documentation and reporting
- Data entry
- ECFax, HSRM, CTMS