Scott Dailey
Knoxville,IA
Summary
Over 6 years of experience in assisting customers in a call center environment. My customer experience includes billing resolutions, loans, mortgages, complaint resolution, first notice of loss for personal and commercial insurance policy holders. Use of Microsoft suite systems and attention to detail to perform above expectations. Resourceful Specialist offering expertise in problem-solving, data analysis and customer service. Adept at quickly learning new technologies and processes for driving success. Proven track record of successfully managing multiple projects and developing innovative solutions.
Overview
14
14
years of professional experience
Work History
Customer Excellence Specialist 2
American Equity Investment Life Insurance
06.2023 - 09.2024
- Followed all company policies and procedures to deliver quality work.
- Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
- Collaborated with cross-functional teams to achieve project goals on time and within budget.
- Implemented new training programs for staff, leading to higher employee retention rates and better overall performance.
Loan Servicing Specialist
Wells Fargo
01.2019 - 08.2022
- Handled all electronic side is all data entry and auditing of mortgage documents
Customer Service Rep
Athene Annuity and Life Company
11.2016 - 10.2018
- Answer questions for customers about their annuities/products to gain a better understanding about annuity/product they have
Customer Care Associate
GuideOne Insurance
03.2015 - 03.2016
- Help customers correct, fix, or fill out forms for several different things such as naming
Research and Remediation Representative
Wells Fargo
03.2014 - 03.2015
- Identify language in documents for appeal of modification denial
Collector II Home Mortgage
Wells Fargo
03.2012 - 03.2014
- Collected on accounts 30-89 days delinquent from customers on past due credit card accounts by identifying payment options for a customer's specific situation
Customer Service Representative
Mediacom
08.2010 - 07.2011
- Helped customers with billing issues and processed payments
Education
Skills
- Customer Relations
- Expert Problem Solving
- Documentation Management
- Quality Assurance
- Advanced Communication
- Self Motivation
- Time Management
- Problem-Solving
- Multitasking
- Attention to Detail
- Organizational Skills
- Analytical Thinking
- Problem-solving abilities
Timeline
Customer Excellence Specialist 2
American Equity Investment Life Insurance
06.2023 - 09.2024
Loan Servicing Specialist
Wells Fargo
01.2019 - 08.2022
Customer Service Rep
Athene Annuity and Life Company
11.2016 - 10.2018
Customer Care Associate
GuideOne Insurance
03.2015 - 03.2016
Research and Remediation Representative
Wells Fargo
03.2014 - 03.2015
Collector II Home Mortgage
Wells Fargo
03.2012 - 03.2014
Customer Service Representative
Mediacom
08.2010 - 07.2011
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