Summary
Overview
Work History
Education
Skills
Websites
Certification
Timeline
Generic

Taquilla Scott

Albany,GA

Summary

Highly efficient Community Management Specialist well established in fast-paced and challenging environments. Eager to learn with aptitude for applying new knowledge with skill and efficiency.

Overview

15
15
years of professional experience
1
1
Certification

Work History

Community Management Associate

Zipcar
04.2022 - Current
  • Responsible for maintaining the integrity of all members via scorecards
  • Assessing alerts regarding damage, impounds, and cleanliness in hopes of attributing responsibility to those members
  • For verifiable members, proper charges are invoiced to them, the members are notified via outbound communications, and repeat offenders are banned from the community
  • Handling fuel fraud and risk incidents via email/proper investigative research
  • Reviewing viability by way of MVRs and account reviews
  • Setting priority list for the rest of team, and handling escalations from within the team, and other departments regarding community issues.
  • Managed customer relations through communication and helpful interactions.
  • Trained and mentored junior staff on customer service strategies and techniques.
  • Created solutions for customers to satisfy specific needs, quality and budget.
  • Utilized customer feedback to improve product offerings.
  • Analyzed customer data to identify trends and anticipate customer needs.
  • Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
  • Worked varied hours to meet seasonal and business needs.

Project Manager & Associate Community Manager

MODSQUAD
11.2018 - 05.2022
  • Promoted to Associate Community Manager in August 2021
  • Achieved project deadlines by coordinating with contractors to manage performance.
  • Identified plans and resources required to meet project goals and objectives.
  • Provided detailed technical and operational direction in project challenges, consistently meeting deliverables according to deadlines.
  • Coordinated material procurement and required services for projects within budget requirements.
  • Developed and initiated projects, managed costs, and monitored performance.
  • Developed and implemented strategic project plans to meet business objectives.
  • Prepared and submitted project invoices for review and approval.
  • Additional duties include attending weekly client meetings, content creation for social media, monitor social media pages for trends, and notify the clients accordingly
  • Reporting of data from social media review on a weekly/monthly basis
  • Promoted to Project Manager in August 2021
  • Additional duties now include fully sourcing and orienting new mods for projects, leading biweekly client meetings, handling weekly reports, and ensuring all mods/leads on projects are meeting KPIs relating to projects
  • Promoted to Assistant Project Manager in February 2021
  • Processed QA for mods handling both phone calls and emails (tickets)
  • Ensured that everyone set to work on a particular shift showed up on time, and that they were productive during full shift
  • Coordinated with cross-functional teams to resolve project issues and mitigate risks.
  • Monitored project performance to identify areas of improvement and make adjustments.
  • Planned, designed, and scheduled phases for large projects.
  • Provided detailed project status updates to stakeholders and executive management.
  • Met project deadlines without sacrificing build quality or workplace safety.
  • Made slight updates to resource sites as info was updated (expired links, or process changes based on device updates)
  • Ended time as contractor and transitioned to Lead (employee) in July 2020

Chat Support Specialist/Technical Support Representative

GC Services
08.2017 - 12.2018
  • Referred unresolved customer grievances for further investigation
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Used ticketing systems to manage and process support actions and requests.
  • Responded to customer inquiries and provided accurate information about products and services via live chat.
  • Documented all customer information accurately in computer system, providing dated notes for future reference.
  • Assisted customers with order placement, product returns and order tracking.
  • Assisted department with email-based and phone support when call center was busy or short-staffed.
  • Monitored customer conversations and provided timely, knowledgeable assistance.
  • Asked open-ended questions to determine which products or services would be best fit for customer's needs.
  • Cultivated relationships with new customers and maintained good partnerships with existing clients.
  • Determined whether losses were covered by insurance
  • Responded to customer inquiries
  • Compared disputed merchandise with original requisitions and information from invoices
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Prepared invoices for returned goods
  • Worked exclusively on iOS and MacOS during this time.

HOME BASED TECH EXPERT

ANYWHERE EXPERT
03.2018 - 06.2018
  • Used operating systems including Mac OS, Windows, iOS, & Android
  • Entered commands Monitored for systems errors
  • Responded to program error messages
  • Corrected computer problems
  • Terminated computer programs
  • Resolved problems with hardware, software, networks
  • Provided user support and training on software and hardware
  • Configure and install new programs
  • Logged actions taken
  • Set up and integrated software, phones
  • Evaluated and recommended new equipment and software.
  • Skilled at working independently and collaboratively in a team environment.
  • Self-motivated, with a strong sense of personal responsibility.
  • Proven ability to learn quickly and adapt to new situations.
  • Worked effectively in fast-paced environments.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Excellent communication skills, both verbal and written.
  • Managed time efficiently in order to complete all tasks within deadlines.

Assistant Store Manager

Citi Trends
11.2014 - 04.2015
  • Weekly Scheduling & Ensuring Store was not over budgeted hours each day
  • Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
  • Rotated merchandise and displays to feature new products and promotions.
  • Walked through store areas to identify and proactively resolve issues negatively impacting operations.
  • Maintained positive customer relationships by responding quickly to customer service inquiries.
  • Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
  • Processed payments for credit and debit cards and returned proper change for cash transactions.
  • Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
  • Reconciled daily sales transactions to balance and log day-to-day revenue.
  • Interviewed, hired, and trained staff associates and equipped to comply with company policies and procedures.
  • Verified inventory counts remained within monthly tolerance levels and compiled financial data in compliance with budget.
  • Changed Floor Sets Bi-Weekly.

Escalations Specialist, Compliance

PetCareRx
10.2011 - 10.2014
  • LiveChat (Sales, Customer Service, & Tech Support)
  • Resolved customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
  • Followed up on customer interactions to maintain customer communication and successfully close resolved issues.
  • Kept accurate records of customer interactions to be used for training, quality assurance and future reference.
  • Provided feedback on product or service improvements to better meet customer needs and expectations.
  • Responded to customer inquiries to address concerns and maintain customer satisfaction and loyalty.
  • Offered suggestions and alternatives to provide customers with solutions, boosting customer satisfaction.
  • Learned and followed customer service policies and procedures to meet organizational and industry standards.
  • Monitored and analyzed customer feedback to track patterns in feedback and report areas for improvement to management.
  • Escalated customer issues to management for appropriate action to be taken.
  • Participated in customer service training for internal teams to share knowledge and experience and improve quality of customer service.
  • Handled Customer Feedback & Complaints
  • Inbound/Outbound Calls (Sales, Customer Service, & Tech Support)
  • Processed Mailed In Check Orders
  • Amazon Merchant Respondent
  • Handled Collections for Pet Insurance Fees
  • Processed Refunds, Reshipments, Chargebacks, Credit Card Declines, Plan Cancellations, & Return Labels
  • Flea/Tick Guarantee Case Manager
  • Pharmacy Validation for Pet Prescriptions

Customer Service Representative Specialist

H&L BUSINESS CENTER
02.2011 - 08.2011
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Updated account information to maintain customer records.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.
  • Provided primary customer support to internal and external customers.
  • Developed customer service policies and procedures to meet and exceed industry service standards.
  • Responded to customer requests for products, services, and company information.
  • Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
  • Utilized customer service software to manage interactions and track customer satisfaction.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Tracked customer service cases and updated service software with customer information.

Assistant Librarian

South Georgia Technical College
10.2010 - 03.2011
  • Organized library shelves, materials and equipment in clear, alphabetized order.
  • Located library materials, resources and technologies to fulfill patron requests.
  • Developed library displays and implemented innovative outreach activities for improved community engagement.
  • Gained strong understanding of various methods for cataloging books and other materials.
  • Handled check-in and check-out process of library books and materials at circulation desk.
  • Compiled and submitted library activity and performance reports for improved insight.
  • Helped children select appropriate reading level library books.
  • Processed library card applications and maintained patron records with accurate contact information.
  • Answered patron questions in-person or by phone regarding library services and resources.
  • Set up computer and digital device access, providing assistance with use and operation.

Information Technology Specialist (25B)

Georgia National Guard
10.2008 - 07.2009
  • Used ticketing systems to manage and process support actions and requests.
  • Set up network profiles, security permissions and file sharing systems.
  • Controlled and managed server room, wireless network, server infrastructure, audiovisual equipment, laptops and video conferencing equipment.
  • Performed daily system monitoring, verifying integrity and availability of hardware, server resources, systems and key processes.
  • Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
  • Facilitated best user experience through continuous support and communication of system changes.
  • Developed and maintained strong client relationships to deliver exceptional customer service and problem resolution.
  • Worked closely with management teams to plan, develop and execute technical strategies aligned to client's vision.
  • Attended regular client meetings to report project progress and address questions.

Education

Bachelor of Arts - Human Services

Grace Christian University
Grand Rapids, MN
12.2024

Associate of Applied Science - Hospitality Administration And Management

Florida Atlantic University
Boca Raton, FL
04.2020

High School Diploma -

Americus-Sumter High School
Americus, GA
05.2007

Skills

  • Data Entry
  • Workplace Safety
  • Management Support
  • Preparing Reports
  • Program Support
  • Team collaboration
  • Quality management systems
  • Attention to detail
  • Data analysis
  • Project management
  • Risk assessment
  • Time management

Certification

  • 365 Careers – Project Management Certificate, 12/2020
  • Six Sigma Academy Amsterdam – Six Sigma Green Belt Certificate, 12/2020
  • Six Sigma Academy Amsterdam – Six Sigma Black Belt Certificate, 12/2020
  • Dougherty County, Georgia – Certified Notary Public (Expires April 29, 2025), 04/2021
  • Integrity Training – Social Media Strategist Certificate, 07/2021
  • 365 Careers - Business Fundamentals: Corporate Strategy Certificate, 08/2021
  • Six Sigma Academy Amsterdam - Risk Management Certificate, 01/2023

Timeline

Community Management Associate

Zipcar
04.2022 - Current

Project Manager & Associate Community Manager

MODSQUAD
11.2018 - 05.2022

HOME BASED TECH EXPERT

ANYWHERE EXPERT
03.2018 - 06.2018

Chat Support Specialist/Technical Support Representative

GC Services
08.2017 - 12.2018

Assistant Store Manager

Citi Trends
11.2014 - 04.2015

Escalations Specialist, Compliance

PetCareRx
10.2011 - 10.2014

Customer Service Representative Specialist

H&L BUSINESS CENTER
02.2011 - 08.2011

Assistant Librarian

South Georgia Technical College
10.2010 - 03.2011

Information Technology Specialist (25B)

Georgia National Guard
10.2008 - 07.2009

Bachelor of Arts - Human Services

Grace Christian University

Associate of Applied Science - Hospitality Administration And Management

Florida Atlantic University

High School Diploma -

Americus-Sumter High School

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Taquilla Scott