Tequila Scott
Jacksonville
Summary
"Strive not to be a success, but rather to be of value" ..Albert Einstein
Overview
15
15
years of professional experience
Work History
Sr Service Specialist
Bank of America
08.2022 - Current
- provide exemplary customer service to inbound calls from program admins resulting in receiving a recent gold award
- collaborate internally with relationship managers, tsos etc to rectify client account issues
- assist CCHS when there is an influx of calls
- provide swift support to the dedicated team with emails whenever help is requested
- promptly send client emails regarding their rebate amounts for the quarter/year and assure once response is received it is forwarded for approval
Escalation/Elite Specialist
Citibank
01.2016 - 08.2022
- Assigned to help my personal team of 15 agents and on call to assist 5 other teams when needed
- Coach agents on how to better analyze accounts
- either process managerial overrides or deny adjustment requests after reviewing accounts in sawgrass and/or rumba
- work multiple types of accounts(AA, Thank you pref, Costco, Double cash etc)
- take escalated calls and help anyway I can according to policy/procedure
- send daily team stats from cognos and medallia
- live monitor/review agents calls in NICE and provide constructive criticism
- provide how to instructions on different processes in sawgrass
- consistently meet monthly goals
Customer Service Representative
Citibank
11.2014 - 01.2016
- Worked multiple accounts and assisted customers inquiries, fees and payments
- analyzed card holders account and offered different solutions (balance transfers, credit line increase etc)
- Work follow ups and call back requests for my team
- consistently met goal and received award for being one of the top performers on the site before promotion
Customer Service Manager
Walmart
01.2010 - 11.2014
- Open and closed store
- conduct audits on registers
- conduct interviews and train employees
- create schedules for front end of the store
- oversee money gram operations
- send SAR (suspicious transaction reports) and CTR(currency transaction report)
Education
Associate of Arts -
Florida State College
Jacksonville, FL06-2026
High School Diploma -
Robert E Lee High School
06-2009
Skills
- Attention to detail
- Team collaboration
- Conflict resolution
- Reliability
- Flexible
Timeline
Sr Service Specialist
Bank of America
08.2022 - Current
Escalation/Elite Specialist
Citibank
01.2016 - 08.2022
Customer Service Representative
Citibank
11.2014 - 01.2016
Customer Service Manager
Walmart
01.2010 - 11.2014
Associate of Arts -
Florida State College
High School Diploma -
Robert E Lee High School