Summary
Work History
Education
Skills
Timeline
Generic

Marshae Scott

Columbus,OH

Summary

Skilled in customer service and CRM software, I excelled at Alliance Data by enhancing customer satisfaction through empathetic engagement and efficient problem resolution. Leveraging critical thinking and relationship-building skills, I significantly contributed to team success, demonstrating a commitment to quality and client loyalty.

Work History

CSR

Alliance Data
  • Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
  • Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Answered constant flow of customer calls with minimal wait times.
  • Responded to customer requests for products, services, and company information.
  • Developed strong relationships with clients by understanding their needs and preferences, fostering long-term loyalty.

Claims Specialist

Chase
  • Managed a high volume of claims effectively by prioritizing tasks and maintaining excellent organizational skills.
  • Enhanced customer satisfaction with timely communication, empathy, and clear explanations of claim outcomes.
  • Developed strong working relationships with external partners such as adjusters, legal counsel, and medical professionals to facilitate efficient claim resolution processes.
  • Settled complex claims fairly by applying critical thinking, negotiation skills, and detailed knowledge of insurance policies.
  • Handled high-pressure situations with professionalism and composure, consistently achieving positive outcomes for both clients and the organization.
  • Followed up with customers on unresolved issues.
  • Collaborated with cross-functional teams to optimize claims handling procedures, resulting in improved productivity.
  • Reduced claim processing errors by conducting thorough investigations and accurately interpreting policy details.
  • Delivered comprehensive training sessions for new hires on claims handling procedures, policy interpretation basics, negotiation techniques, and other core competencies related to the role of a Claims Specialist.

CSR

Spectrum
  • Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
  • Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Answered constant flow of customer calls with minimal wait times.
  • Responded to customer requests for products, services, and company information.
  • Developed strong relationships with clients by understanding their needs and preferences, fostering long-term loyalty.
  • Upheld strict adherence to company policies and procedures while providing exceptional service experiences for each client interaction.
  • Assisted customers with account set-up, enabling smooth transitions into using the company''s products or services.
  • Collaborated with management to develop strategies for enhancing overall customer experience.

Education

High School Diploma - High School

Reynoldsburg High School
Reynoldsburg, OH
06.2010

Skills

  • Call center experience
  • Customer focus
  • Complaint handling
  • CRM software
  • Customer service
  • Active listening
  • Critical thinking
  • Professional telephone demeanor
  • Conflict resolution
  • Microsoft outlook
  • Relationship building
  • Computer proficiency
  • Customer relations
  • Documentation
  • Payment processing
  • Problem resolution
  • Dispute resolution
  • Product knowledge
  • Building rapport
  • Client relations
  • Microsoft Excel
  • Quality control

Timeline

CSR

Alliance Data

Claims Specialist

Chase

CSR

Spectrum

High School Diploma - High School

Reynoldsburg High School

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Marshae Scott