Scotty Shavers
Dallas,TX
Summary
Dynamic and goal-oriented professional with 20 years of experience. Recognized for exceptional communication skills, both written and verbal, to effectively educate, inform, and persuade clients and stakeholders. Demonstrated strong problem-solving abilities to identify and resolve complex issues and challenges, leveraging analytical thinking and creativity to generate innovative solutions. Built and nurtured client relationships, serving as a trusted advisor and partner, promoting client retention and loyalty. Seeking to transition into a Scrum Master role to apply a customer-centric approach, team management expertise, and a strong commitment to process improvement and project delivery.
Overview
20
20
years of professional experience
1
1
Certificate
Work History
Stakeholder
Truist Scrum, DFW Alliance of Technology and Women
03.2023 - Current
- Engagement, User Stories, Problem Solving, Scaled Agile Framework, Sprints
- Microsoft Office, Interpersonal Skills, Retrospectives,
- Software Development Life Cycle (SDLC)
- Scrum, Servant Leadership, Jira, Sprint Planning
- Conflict, Resolution, Agile Project Management
- Agile Development
Customer Service Specialist
loanDepot, LLC
03.2019 - 08.2023
- Managed over 70 calls per day both inbound and outbound from borrowers due for current month payment, utilizing strong communication and problem-solving skills to address questions, concerns, and issues promptly and professionally.
- Resolving customer issues as quickly as possible while providing accurate and timely information within company policies and all applicable regulations, ensuring compliance and risk mitigation
- Demonstrating proficiency in navigating complex mortgage servicing systems and software, leveraging technical expertise to enhance customer experience and streamline processes.
- Collaborating with cross-functional teams and stakeholders to identify opportunities for process improvement and customer experience enhancement, leveraging Lean Six Sigma methodologies to increase efficiency and reduce waste.
- Acting as subject matter expert on mortgage servicing policies and procedures, providing guidance and support to team members as needed.
Licensed Benefit Advisor
Wells Towers Watson
08.2013 - 11.2019
- Delegated effectively to provide opportunities to team members while providing mentoring and coaching to direct reports and project members, promoting professional development and growth.
- Demonstrated strong leadership skills to manage and motivate teams, ensuring high levels of engagement and productivity.
- Managed over 70 calls per day both inbound and outbound from client-specific advice, counseling, and representation on matters involving insurance issues, public/private benefits, and other legal issues to Medicare beneficiaries and/or caregivers, leveraging expertise in relevant laws and regulations.
- Conducted legal research on complex issues, analyzing case law and precedent to inform decision-making and provide guidance to clients.
- Demonstrated exceptional communication skills to effectively educate and inform clients on complex legal issues, taking client-centric approach to address their specific needs and concerns.
National Sales Manager
GTL Supply Solutions
11.2011 - 05.2013
- Developed Request for Proposals (RFPs) and wrote proposals to highlight importance of projects, effectively communicating project goals, timelines, and deliverables to clients.
- Demonstrated strong project management skills to oversee project timelines and budgets, ensuring successful delivery within scope, schedule, and budget constraints.
- Effectively managed promotional and advertising budgets, leveraging data analytics and market research to optimize spend and maximize ROI, resulting in increased sales and profitability.
- Contributed to building" team atmosphere within division, fostering greater internal cooperation and morale, promoting positive and collaborative work environment.
- Collaborated with cross-functional teams and stakeholders to identify opportunities for process improvement and customer experience enhancement, leveraging Lean Six Sigma methodologies to increase efficiency and reduce waste
- Demonstrated exceptional communication skills to effectively educate and inform clients on project status, milestones, and deliverables, taking a client-centric approach to address their specific needs and concerns.
Major Account Executive
IKON Office Solutions
02.2004 - 11.2011
- Initiated and managed off-site storage and retrieval of documents, ensuring safe and secure storage of important records and documents
- Achieved 100% on-time delivery of assigned/requested documents, leveraging strong organizational and time management skills to meet deadlines and deliver high-quality results.
- Conducted B2B sales of copies and document life cycle software, leveraging consultative selling techniques to identify customer needs and provide tailored solutions.
- Controlled documentation access and accountability of all records, establishing rigorous procedures and protocols to ensure data security and confidentiality.
- Managed relationships with vendors and third-party partners, negotiating contracts and ensuring compliance with service level agreements (SLAs) and performance metrics.
Skills
- Scrum master certification Agile methodology and Scrum
- Framework expertise Process improvement and project
- Management Customer relationship management
- Excellent communication and interpersonal skills Conflict
- Resolution
- And problem-solving capabilities Sales strategy
- Development and execution Exceptional customer service
- And client
- Relationship management Software development life cycle
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Stakeholder
Truist Scrum, DFW Alliance of Technology and Women
03.2023 - Current
Customer Service Specialist
loanDepot, LLC
03.2019 - 08.2023
Licensed Benefit Advisor
Wells Towers Watson
08.2013 - 11.2019
National Sales Manager
GTL Supply Solutions
11.2011 - 05.2013
Major Account Executive
IKON Office Solutions
02.2004 - 11.2011
Certification
Scrum Master Certification Six Sigma Yellow Belt Health Information Technology Fundamental Health
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