Sylvia Scott
Jacksonville
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
24
24
years of professional experience
Work History
Customer Service Representative 4
Citibank, NA
11.2024 - Current
- 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.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Senior Branch Product Support Representative
Wells Fargo
09.2018 - 07.2024
- Utilizes positive communication to encourage team and promote integrity and respect
- Contributed to the continuous improvement of support tools by providing feedback on their effectiveness in addressing customer needs.
- Boost mentees confidence through personalized training sessions and continuous feedback
- Encouraged everyone to cultivate strong work ethic by demonstrating diligence, patience, and respect for others
- Provides coaching, mentoring, and OTJET, to ensure the company and teams success
- Provides coaching based on individual need
- Exceeded performance metrics consistently, setting a benchmark for quality within the team.
Automated Logistical Specialist
US Army
06.2001 - 07.2013
- Completed reports on staff and material availability, storage space, supply relocation and warehouse rejections
- Developed and sent status statements
- Supervised personnel in supply, services, materials management and logistical operations
- Reviewed incoming materials for accuracy against bills of contract, purchase orders, and shipping documentation
- Unloaded incoming supplies, equipment and materials and stored items proper areas of warehouse
- Completed work orders and recorded supply readiness
- Created and disbursed dispatch schedules to executive leaders and stakeholders
- Provided exceptional customer service by addressing inquiries and resolving issues promptly and professionally
- Established operations procedures and complied with military policies
- Handled over 25 customers daily and supported civilians and contractors to foster relationships with diverse groups
- Managed high-volume orders, successfully meeting tight deadlines without compromising quality or accuracy
- Trained new employees on proper procedures and best practices, increasing overall team efficiency
- Maintained excellent working relationships with customers by efficiently responding to inquiries and complaints
Education
Bachelor of Science - Criminal Justice
Kaplan University
Orlando, FL05.2009
Skills
- Clear Communication
- Written Communication Skills
- Risk Management Compliance
- Effective Feedback Communication
- Persuasive Communication
- Performance Improvement Coaching
- Performance Assessment
- Cultivating Empathy
- Team Facilitation
- Employee Engagement Techniques
- Continuous Learning Commitment
- Commitment to Ethical Practices
- Workplace Safety Awareness
- Effective Communication Skills
- Motivational leadership style
- Team Development
- Active listening
- Team motivation
- Critical thinking
- Call center experience
- Building Relationships
- Warm Customer Engagement
- Collaborative Leadership
Timeline
Customer Service Representative 4
Citibank, NA
11.2024 - Current
Senior Branch Product Support Representative
Wells Fargo
09.2018 - 07.2024
Automated Logistical Specialist
US Army
06.2001 - 07.2013
Bachelor of Science - Criminal Justice
Kaplan University
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