Tarria L. Scott
Zephyrhills
Summary
.
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Manager, Insurance Sales and Service
USAA
03.2017 - 03.2024
- Hired, trained and supervised 15+ direct reports of service professionals to meet business goals.
- Resolved escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage.
- Review and approve payroll for accuracy and compliance
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Cross-trained new and existing employees to maximize team agility and performance.
- Conducted annual salary reviews to ensure fair compensation across the organization based on market trends and internal benchmarks.
- Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
- Led a successful sales team by providing motivational coaching and performance-based incentives.
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
- Optimized resource allocation by conducting regular performance evaluations and providing personalized coaching for employee development.
- Organized regular sales meetings to review progress, share best practices, and set achievable targets for continued success.
- Consistently met quarterly sales targets through diligent effort and persistence in closing deals.
- Held one-on-one weekly meetings with employees to identify selling hurdles and offered insight into best remedy.
- Maintained policy, procedure and regulatory compliance business-wide.
- Collaborated with managers to provide customer feedback and recommend operational changes to meet emerging trends.
Senior, Insurance Sales & Service
USAA
04.2016 - 03.2017
- Provided peer mentoring for less experienced or underperforming employees
- Coordinated and provided training activities to include new hires, cross-skills and up-skills support
- Acted as sit-in manager (SIM) during manager absences and support special projects and presentations as needed
- Identified, assessed, and understood member needs and consistently provided complete and accurate advice and solutions, including products and services.
- Assisted members with quotes, binding new business, complex rating, billing, payment, underwriting, contract and coverage provisions, and premium changes for insurance products and services
Facilitator
USAA
04.2014 - 04.2016
- Built rapport with diverse groups of employees by demonstrating empathy, active listening skills, and cultural competence during facilitated sessions.
- Fostered an inclusive learning environment by addressing diverse needs and adapting facilitation techniques as needed.
- Delivered high-quality training sessions, ensuring employees developed a thorough understanding of the subject matter.
- Increased employee engagement by incorporating interactive activities and group discussions into sessions.
- Promoted continuous learning within the organization by sharing best practices and lessons learned from various facilitation experiences.
- Contributed to improved team performance by facilitating workshops on communication, collaboration, and problem-solving techniques.
- Led virtual training sessions using web-based platforms while maintaining high levels of participant interaction and engagement throughout the event duration.
- Enhanced employee satisfaction and productivity by troubleshooting and resolving workflow and downtime issues.
- Eliminated process lags with effective management of employee schedules and revenue generation strategies.
Specialist I, Insurance Sales and Service
USAA
11.2010 - 04.2014
- 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.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Associate, Insurance Sales and Service
USAA
10.2003 - 11.2010
- Worked effectively in fast-paced environments.
- Upsold agency products and services
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Responded to customer requests for products, services, and company information.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Participated in training programs to enhance product knowledge and customer service skills.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
Education
Ph.D. - Organizational Leadership
Nova Southeastern University
Davie, FL06.2027
MBA - Business Management/Human Resources
Saint Leo University
Saint Leo, FL05.2019
Bachelor of Arts - Business Management
Saint Leo University
Saint Leo, FL05.2015
Associate of Arts - Business Administration
Nova Southeastern University
Davie, FL05.2008
High School Diploma -
C.Leon King High School
Tampa, FL06.1997
Skills
- Positive Attitude
- Multitasking and Organization
- Conflict Resolution
- Goal-Oriented
- Critical Thinking
- Team Collaboration and Leadership
- Risk Management
- Coaching and Mentoring
- Relationship Building
- Strategic business planning
- Performance Evaluations
- Problem Resolution
Certification
- 2-20 - Florida Insurance Agent-Licensed
- Florida Real Estate Associate-Licensed
- Certified Project Manager-Certificate
Timeline
Manager, Insurance Sales and Service
USAA
03.2017 - 03.2024
Senior, Insurance Sales & Service
USAA
04.2016 - 03.2017
Facilitator
USAA
04.2014 - 04.2016
Specialist I, Insurance Sales and Service
USAA
11.2010 - 04.2014
Associate, Insurance Sales and Service
USAA
10.2003 - 11.2010
Ph.D. - Organizational Leadership
Nova Southeastern University
MBA - Business Management/Human Resources
Saint Leo University
Bachelor of Arts - Business Management
Saint Leo University
Associate of Arts - Business Administration
Nova Southeastern University
High School Diploma -
C.Leon King High School
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