Shatavia Scott
Orlando,FL
Summary
Customer Service Associate dedicated to providing the highest level of customer service. Outgoing, and efficient with the capacity to multi-task.
Self-motivated and dependable while achieving high performance with minimal supervision.
Qualified employee with 6 years in fast-paced customer service and call center environments. Personable and professional under pressure.
Overview
12
12
years of professional experience
Work History
Account and Security Claims Small Business
TRUIST
Orlando, FL
10.2023 - Current
- Assessed potential risks associated with each client before providing services.
- Assisted customers with account inquiries and transactions, including deposits, withdrawals, transfers, loan payments and check cashing.
- Resolved customer complaints regarding products and services in a timely manner.
- Investigated discrepancies between customer statements and bank records as needed.
- Assisted branch personnel with operational tasks such as filing paperwork, ordering supplies.
- Handled confidential information according to established security protocols.
- Monitored account activity for suspicious activities or potential fraud cases.
- Referred unresolved customer grievances to designated departments for further investigation.
- Offered every customer exceptional service levels by remaining friendly and professional during every transaction.
- Resolved problems or discrepancies concerning customers' accounts.
Client Care Center-Digital Support
TRUIST
Orlando, FL
10.2020 - Current
- Assisted customers with account inquiries and transactions, including deposits, withdrawals, transfers, loan payments and check cashing.
- Provided support to customers in the use of online banking services and applications.
- Resolved customer complaints regarding products and services in a timely manner.
- Verified customer information for accuracy and completeness as required by bank policies and procedures.
- Answered incoming calls from customers to provide assistance with account issues or inquiries.
- Educated customers on bank products and services available to them.
- Adhered to all applicable laws governing financial institutions.
- Identified opportunities for cross-selling additional products or services.
- Attended regular training sessions to stay up-to-date on changes in regulations or products.
- Created friendly connections and developed rapport with customers by providing outstanding, personalized service.
- Assisted members in managing online services and achieving daily banking needs.
Lead Customer Service Associate
Wawa
Orlando, FL
05.2016 - Current
- Provided telephone reception for important and time-sensitive calls.
- Analyzed customer interactions to identify needs and provide resources to promote excellent service.
- Processed all sales transactions accurately and in a timely fashion.
- Guaranteed positive customer experiences and resolved all customer complaints.
- Responded to emergency situations in the most efficient, effective ways possible.
- Conducted regular inspections of the facilities to ensure that they were compliant with fire, hazard and safety guidelines.
- Maintained open and effective communications with teams to increase productivity.
- Provided leadership and direction to customer service representatives.
- Coached team members on best practices for resolving complex customer issues.
- Performed data entry and maintained database accuracy for customer information.
Team Leader
Golden Corral Buffet and Grill
Orlando, FL
05.2012 - 02.2016
- Provided leadership and direction for employees, supervising their activities to drive productivity and efficiency.
- Greeted guests in a pleasant and courteous manner.
- Skillfully anticipated and addressed guests' service needs.
Education
High School Diploma -
Dr. Phillips High School
2010
Class "D" Security Officer License -
The Brantley Coporation
Criminal Justice
Valencia College
Skills
- High level of integrity
- Customer service expert
- Active listening skills
- Adaptive team player
- Strong communication skills
- Sharp problem solver
- Resolution-oriented
- Observant
- Report writing
- Computer and Microsoft Office Skills
Timeline
Account and Security Claims Small Business
TRUIST
10.2023 - Current
Client Care Center-Digital Support
TRUIST
10.2020 - Current
Lead Customer Service Associate
Wawa
05.2016 - Current
Team Leader
Golden Corral Buffet and Grill
05.2012 - 02.2016
High School Diploma -
Dr. Phillips High School
Class "D" Security Officer License -
The Brantley Coporation
Criminal Justice
Valencia College
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