Summary
Overview
Work History
Education
Skills
Timeline
Generic

Mya Scott

Clermont,FL

Summary

Motivated and detail-oriented professional within the Underwriting department, currently serving as a Processing Specialist Sr, seeking to transition into the Data Analyst Bootcamp to deepen my understanding of database concepts, big data practices, and analytical tools such as SAS, SQL, and R. Skilled in navigating complex systems, validating data, and resolving discrepancies across multiple platforms. Proven ability to manage high-volume workflows, mentor peers, and adapt quickly to new tools and processes. Eager to apply my business process knowledge, problem-solving mindset, and collaborative approach to uncover insights, build models, and support data-driven decision-making in a team-oriented environment.

Overview

8
8
years of professional experience

Work History

Processing Specialist Sr

Progressive Insurance
05.2024 - Current
  • Finalizes Homeowners insurance quotes by collecting missing data (e.g., mortgagee clause, loan number) through inbound/outbound calls and issue policies with accurate documentation to lenders and customers.
  • Identifies and resolve quote discrepancies by coordinating with internal teams, ensuring timely processing and compliance with carrier deadlines.
  • Navigates multiple carrier systems daily (ASI, Homesite, Nationwide, True, Plymouth Rock, ect.) to input, verify, and correct policy data across platforms.
  • Processes email requests from lenders by retrieving and validating information across various websites, maintaining high standards of accuracy and confidentiality.
  • Documents detailed case notes in MPX and HQX systems to track customer interactions, policy updates, and workflow outcomes for audit readiness.
  • Mentored new hires by providing training and support on data workflows, system navigation, and audit preparation, contributing to team success.
  • Demonstrates adaptability by mastering additional tasks such as manual suspect duplicate detection for Auto & Special line policies and customer care support which includes endorsements, verifying documents, cancellations, and refund processing for ASI policies.
  • Consistently meets or exceeds monthly performance metrics in a high-volume, detail-oriented environment requiring multitasking and cross-team collaboration.

Customer Care Specialist

Progressive Insurance
03.2023 - 05.2024
  • Supported customers with coverage questions, policy changes and billing.
  • De-escalated customer calls by confidently providing accurate information and solutions.
  • Continuous recognition for top performance in first call resolution and pha offers.
  • Provided empathetic customer support, building strong, loyal relationships and ensuring their satisfaction.
  • Analyzed state-specific guidelines to offer precise customer solutions.
  • Utilized jabber, connect, and finesse systems for efficient customer service delivery.

Call Center Customer Service Representative

Rita Staffing
08.2022 - 03.2023
  • Documented and detailed calls and complaints using call center's CRM database.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Researched issues through identification of similar past problems and recommended most appropriate solution.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Responded proactively and positively to rapid change.
  • Remote

CERTIFIED STARBUCKS BARISTA/TRAINER

Target
04.2018 - 08.2022
  • Have the ability to communicate clearly and effectively with guests and coworkers.
  • Have been recognized for team work and excellent resourcefulness problem solving.
  • Controlled line and crowd with quick, efficient service.
  • Recommended products based on solid understanding of individual customer needs and preferences.
  • Trained new team members with positive reinforcement and respectful, encouraging coaching.
  • Maintained regular and consistent attendance and punctuality.

Reservation Specialist

NDM Hospitality
10.2021 - 04.2022
  • Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
  • Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
  • Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations and leading conversations to bookings.
  • Prepared customer invoices, accepted payments and processed refund and cancellation requests.
  • Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services and facilities.
  • Suggested various packages and amenities to guests, helping each find perfect accommodations to fit personal needs.

Education

High school diploma -

Cary High School
Cary, NC
01.2019

Skills

  • Data Entry, Validation, and Quality Assurance
  • Problem Solving and Process Accuracy
  • Proficient in Business Processes and System Knowledge
  • Intermediate Computer Skills (MS Office & Excel)
  • Ability to Adapt Quickly and Learn New Tools
  • Proven Aptitude for Learning skills
  • Time Management in High-Volume Environments
  • Efficient and Detail-Oriented Work Style
  • Excellent Verbal and Written Communication
  • Team Collaboration and Mentorship
  • Calm and Professional Under Pressure
  • Customer Data Confidentiality and Compliance

Timeline

Processing Specialist Sr

Progressive Insurance
05.2024 - Current

Customer Care Specialist

Progressive Insurance
03.2023 - 05.2024

Call Center Customer Service Representative

Rita Staffing
08.2022 - 03.2023

Reservation Specialist

NDM Hospitality
10.2021 - 04.2022

CERTIFIED STARBUCKS BARISTA/TRAINER

Target
04.2018 - 08.2022

High school diploma -

Cary High School

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