Summary
Overview
Work History
Education
Skills
Timeline
Generic
SCOTT BRUMLEY

SCOTT BRUMLEY

Tulsa

Summary

Personable and detail-oriented with knack for problem-solving and effective communication. Possesses comprehensive understanding of customer service principles and conflict resolution with over twenty years experience in the customer service field, combined with strong analytical and decision-making skills. Drives positive outcomes and fosters client satisfaction through tailored solutions and efficient processes.

Overview

19
19
years of professional experience

Work History

Senior Agent

Avantive Solutions
02.2024 - Current
  • February 2024 I was hired and began work with Avantive Solutions as a Customer Service Representative, taking inbound calls and assisting clients of HomeAgain Pet Rescue.
  • June 2024 I was promoted to the role of Senior Agent on the HomeAgain Pet Rescue program. As a Senior Agent I assist Customer Service Representatives with any questions they may have regarding inbound customer service calls. I also take escalated calls when a customer requests a supervisor and assist in training Customer Service Representatives on new programs or duties they may be asked to perform.
  • Data Entry
  • Computer Literacy
  • Attention to Detail
  • Research
  • Positive Attitude
  • Reliable
  • Flexible

Quality Assurance Specialist

Alorica
05.2018 - 10.2023
  • May 2018 to November 2018 I worked as a Customer Service Representative
  • November 2018 to October 2021 I worked as a Quality Assurance Specialist until the project I was assigned to ended
  • October 2021 to June 2022 I worked as a Customer Service Representative
  • June 2022 I worked as a Social Media Content Moderator
  • July 2022 to October 2023 I worked as a Quality Assurance Specialist having been promoted from Social Media Content Moderator
  • October 2023 I was furloughed due to reduction in workforce

Customer Service Representative

U.S Cellular
04.2015 - 09.2017
  • As a member of the U.S Cellular team, it was my responsibility to assist customers with their questions and concerns about their wireless bill and service
  • I would review their monthly statements with them and recommend changes to help them cut costs
  • I would also assist with basic troubleshooting steps to resolve any technical issues they were experiencing with their service
  • Data Entry
  • Computer Literacy
  • Attention to Detail
  • Research
  • Positive Attitude
  • Tenacious
  • Flexible

Customer Service Representative

AT&T
04.2006 - 07.2014
  • As a member of the AT&T team, it was my responsibility to assist our customers with any questions or concerns they may have regarding their AT&T bill and service
  • It was also my duty to assist customers in cutting cost on their bills by suggesting alternate plans and features that may suit their usage needs better while at the same time increasing revenue for the company
  • In 2009 I became a member of the eCare Team
  • This team handled all Online Customer Care interactions initiated by customers through the AT&T Website
  • In 2013 the eCare Team was dissolved and I was moved to the Resolution Desk
  • As part of the Resolution Desk, I worked on escalated customer issues by handling research, resolution, and follow-up to ensure customer satisfaction
  • Data Entry
  • Computer Literacy
  • Attention to Detail
  • Research
  • Positive Attitude
  • Reliable
  • Flexible

Education

Associate of Applied Science - Media Communications

Full Sail University
Winter Park, FL
12.2023

Certificate - Media Strategies

Full Sail University
Winter Park, FL
05.2022

Skills

  • Proofreading
  • Microsoft Office Suite
  • Data Entry
  • Attention to Detail
  • Copywriting
  • Time Management
  • Research Strategy
  • Detail-Oriented
  • Marketing
  • Coaching and mentoring
  • Telephone etiquette
  • Customer rapport building
  • Observance of standards
  • Positive attitude
  • Polite communication skills
  • Call management
  • Problem-solving
  • Customer service and care
  • Critical thinking
  • Clear communication
  • Organizational skills
  • Documenting information
  • Flexible schedule
  • Customer needs determination
  • Ensuring customer satisfaction
  • Information documentation
  • Conflict resolution
  • Customer complaint resolution
  • Teamwork and collaboration
  • Reliability
  • Adaptability and flexibility
  • Verbal and written communication

Timeline

Senior Agent

Avantive Solutions
02.2024 - Current

Quality Assurance Specialist

Alorica
05.2018 - 10.2023

Customer Service Representative

U.S Cellular
04.2015 - 09.2017

Customer Service Representative

AT&T
04.2006 - 07.2014

Associate of Applied Science - Media Communications

Full Sail University

Certificate - Media Strategies

Full Sail University
SCOTT BRUMLEY