Tela Scott
Aurora,CO
Summary
Proven track record in enhancing customer satisfaction and streamlining operations, demonstrated during my tenure at Anthem Blue Cross Blue Shield. Expert in dispatch software and adept at active listening, I excel in high-pressure environments, significantly improving service quality. Skilled in data entry and customer relations, my approach has consistently led to positive outcomes and heightened efficiency.
Overview
17
17
years of professional experience
Work History
Dispatcher
Robert Half
04.2022 - 11.2023
- Managed high-stress situations calmly and effectively, ensuring timely assistance to those in need.
- Managed conflict resolutions with customers, drivers and other personnel to encourage professional relationships and promote respect.
- Maintained updated and detailed records of calls in physical and electronic database.
- Provided exceptional customer service to callers, remaining empathetic and patient during emergencies.
- Processed invoices and payments for dispatched orders to provide proof of transaction.
Customer Service Supervisor
Staples LLC.
01.2017 - 02.2022
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
- Coached employees through day-to-day work and complex problems.
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
- Maintained up-to-date knowledge of company products and services, effectively communicating changes to the team for seamless customer support.
- Demonstrated exceptional problem-solving abilities in navigating challenging customer scenarios and finding solutions that met their needs as well as aligned with company policies.
Loan Service Representative
Nelnet
07.2015 - 01.2017
- Maintained strong relationships with clients through regular communication and updates on their loans'' statuses.
- Ensured accurate recordkeeping by diligently maintaining all required documentation throughout the entire loan lifecycle, from origination to closing or servicing activities.
- Provided exceptional customer service through clear explanations of various loan products and services available.
- Ensured compliance with regulatory requirements by staying current on industry changes and updating internal policies accordingly.
- Streamlined internal workflows for improved productivity while managing multiple tasks simultaneously without compromising quality or attention to detail.
Member Service Representative
Good Sam Entireprise
12.2013 - 06.2016
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Provided exceptional service through active listening, understanding member needs, and offering appropriate solutions.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries and concerns.
- Maintained high-quality service by adhering to company policies and standards in all member interactions.
- Assisted members with account management, including updating personal information and setting up automated payments.
Customer Service Representative
Staples
10.2009 - 11.2013
- 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.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Insurance Customer Service Representative
Anthem Blue Cross Blue Shield
06.2006 - 10.2009
- Managed high call volume while maintaining professionalism, empathy, and attention to detail in each interaction.
- Processed policy updates and changes accurately, ensuring client needs were met in a timely manner.
- Answered incoming phone calls to articulate product value to prospective customers and support current policyholders.
- Responded to customer requests for products, services, and company information.
- Handled sensitive customer information with discretion, adhering to strict data privacy regulations at all times.
- Documented customer interactions and transactions for accurate, up-to-date records.
Education
General Studies - General Studies
Community College of Denver
Denver, CO05.2000
GED -
Emily Griffith Technical Collège
Denver, CO06.1992
Skills
- Data Entry
- Dispatch software
- Dispatching procedures
- Customer Relations
- Schedule Management
- Updating logs
- Work Order Management
- Closing tickets
- Verifying coverage
- Customer Service
- Active Listening
- Multitasking Abilities
Timeline
Dispatcher
Robert Half
04.2022 - 11.2023
Customer Service Supervisor
Staples LLC.
01.2017 - 02.2022
Loan Service Representative
Nelnet
07.2015 - 01.2017
Member Service Representative
Good Sam Entireprise
12.2013 - 06.2016
Customer Service Representative
Staples
10.2009 - 11.2013
Insurance Customer Service Representative
Anthem Blue Cross Blue Shield
06.2006 - 10.2009
General Studies - General Studies
Community College of Denver
GED -
Emily Griffith Technical Collège
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