Samia Scott
Hendersonville,TN
Summary
Customer service management professional experienced with inbound and outbound customer service and collections. Team player with exceptional listening and critical thinking skills. Personable personality that helps avoid call escalations.
Overview
14
14
years of professional experience
Work History
Customer Service Manager
Pursuit Of Wealth Corporation
10.2020 - Current
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Developed strong relationships with key clients, ensuring their needs were met consistently and promptly.
Advocate
Teleperformance
06.2020 - 03.2021
- Answering inbound calls for United Healthcare Community Plan members regarding benefit and claim questions
- Also assisting members with scheduling appointments and finding in network providers in their area.
- Counseled clients during emotionally challenging situations, offering empathy while maintaining professionalism.
- Delivered friendly service and offered expert support in every interaction.
- Established trusting relationships with clients by maintaining open lines of communication throughout the entire representation process.
Customer Service Representative
T-Mobile
09.2014 - 04.2018
- As a Team of Expert Specialist, I handled general customer service, financial care, retentions, and technical support calls.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered constant flow of customer calls with minimal wait times.
- Cross-trained and backed up other customer service managers.
- Trained new personnel regarding company operations, policies and services.
- Met customer call guidelines for service levels, handle time and productivity.
customer service
active network
03.2012 - 08.2014
- Answering incoming calls assisting customers with purchasing hunting and fishing licenses online or via phone
- Completed trainings via phone with store locations to help them setup and sell Hunting & Fishing Licenses in their state.
customer service
asurion
06.2010 - 01.2012
- Answering incoming calls assisting T-Mobile customers with filing insurance claims on lost, stolen, or damaged devices.
Education
GED -
Lebanon Adult Learning
06.2014
Skills
Customer Service
Problem-Solving
Microsoft Outlook, Word, and Excel
Customer-focused
Time Management
Training and mentoring
Decision-Making
Adherence to high customer service standards
Complaint resolution
Team Building and Leadership
Effective workflow management
Exceptional telephone etiquette
Timeline
Customer Service Manager
Pursuit Of Wealth Corporation
10.2020 - Current
Advocate
Teleperformance
06.2020 - 03.2021
Customer Service Representative
T-Mobile
09.2014 - 04.2018
customer service
active network
03.2012 - 08.2014
customer service
asurion
06.2010 - 01.2012
GED -
Lebanon Adult Learning
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