Summary
Overview
Work History
Education
Skills
Certification
Military Service
Websites
Technical Competencies
Affiliations
Timeline
Generic

Tracy Scott

Tampa

Summary

Dynamic professional with extensive experience at USAA, excelling in fraud detection and process improvement. Proven ability to resolve complex issues through analytical thinking and exceptional communication skills. Adept at managing workloads while delivering outstanding customer service and adhering to banking regulations. Committed to enhancing operational efficiency and member satisfaction.

Overview

11
11
years of professional experience
1
1
Certification

Work History

Bank Sales and Service Contact Center Representative

USAA
Tampa
11.2023 - Current
  • Knowledge of federal laws, rules, Banking Regulations, Reg B (ECOA), Reg CC, Reg E, Reg Z, UDAAP and NACHA
  • Identified a process improvement, that was successfully implemented
  • Deposit and Credit Card skilled
  • Utilizes strong attention to detail, analytical and problem-solving skills with the ability to identify Credit Card fraud, First Party fraud, ID Theft and successfully submit claims
  • Walking and Virtual support for new employees to USAA hired for Credit Cards.
  • Provides relevant solutions while following written policies and procedures
  • Ability to balance several tasks while efficiently navigating between systems and resources
  • Advises and educates members on digital tools and resources
  • Provides exceptional member service by demonstrating empathy, active listening, and professionalism

New Account Representative

TDSynnex
Clearwater
09.2021 - 11.2023
  • Communicate with external customers professionally, internal via inner office, email and Cisco phone system.
  • Processed and performed initial review of all new customer applications to purchase products and supplies
  • Successfully used effective written and verbal communication to ensure successful transfer of information between US and China team.
  • Researched and verified information provided by potential customers
  • Handled and prioritized workload, consistently meet service levels.

Tier 2 Customer Support Specialist

Independent Contractor
Remote
10.2017 - 09.2021
  • Responding to inner office and customer request via email and Cisco phone system
  • Resolving customer issues, by communicating with various departments
  • Providing feedback on streamlining processes
  • Interviewing, determining eligibility, and processing Unemployment claims.
  • Verifying customer confidential information, providing information and submitting applications for SBA Loans.
  • Resolving issues, inputting customer information, using effective verbal and written communication skills, while using multiple software programs simultaneously.
  • Assisted new and established agents with resolving challenging calls.
  • Answering, roadside assistance, Dispatching assistance and making online payment for Roadside Assistance calls nationwide.
  • Consistently met or exceed the 94% Average Handling Time (AHT) / Meet all quantity and quality service levels.

Desktop Support (Contractor)

Tek Systems
Atlanta
01.2017 - 03.2017
  • Performed diagnostics and troubleshooting of system issues, documented help desk tickets/resolutions, and maintained equipment inventory lists.
  • Experienced diagnosing, troubleshooting, and resolving client issues with hardware maintenance, installations, and upgrades.
  • Resolved technical issues via Cisco phone systems /email/ remotely for Windows OS, Desktops, Laptops, and Tablets; Updated OS software; installed additional hardware or software
  • Maintained confidentiality/discretion when working with passwords or sensitive materials; created/deleted user accounts and documented resolutions
  • Created/resolved issues via ticketing system and escalated to Team Lead or L3; multi-tasking and problem-solving performed with minimal supervision

SharePoint Tier 1

iHeart Media
Atlanta
03.2014 - 05.2016
  • Attended daily SharePoint user group meetings, convey information to the team communicate with all levels of management throughout the company
  • Provided Business Analyst support offering guidance, planning, documentation, and communication for custom SharePoint Solutions
  • Created/managed groups using Active Directory and SharePoint, resetting passwords; created/managed content types, libraries, permissions, and user access on the intranet
  • Agency over $40K; tracked and managed employee leave of absence

Education

Associate of Science - Business Administration

Colorado Tech University
Colorado Springs, CO
07-2011

Skills

  • Microsoft Office Suite 365
  • SharePoint
  • Microsoft Windows
  • Fraud detection
  • Process improvement
  • Technical troubleshooting
  • Analytical thinking
  • Information gathering
  • Issue resolution
  • Documentation and reporting
  • Verbal and written communication
  • Complaint resolution
  • Workload management
  • Customer relationship management
  • Credit card processing
  • Banking regulations

Certification

  • ABA Fraud
  • ABA Certificate in BSA and AML Compliance
  • ABA Introduction to Enterprise Risk Management
  • ABA Credit Card Regulations for Compliance Professionals

Military Service

U.S. Air Force, Administrative Specialist

Technical Competencies

Microsoft Office Suite 365, SharePoint, Microsoft Windows

Affiliations

  • Innovation Award for Fraud Claim Transactions

Timeline

Bank Sales and Service Contact Center Representative

USAA
11.2023 - Current

New Account Representative

TDSynnex
09.2021 - 11.2023

Tier 2 Customer Support Specialist

Independent Contractor
10.2017 - 09.2021

Desktop Support (Contractor)

Tek Systems
01.2017 - 03.2017

SharePoint Tier 1

iHeart Media
03.2014 - 05.2016

Associate of Science - Business Administration

Colorado Tech University

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