Whitney Scott
Hoover
Summary
Results-oriented Management Representative known for high productivity and efficient task completion. Specialize in strategic planning, team leadership, and conflict resolution. Excel in communication, problem-solving, and adaptability to drive team success and meet organizational goals.
Overview
13
13
years of professional experience
4
4
years of post-secondary education
Work History
GLOBAL BUSINESS RECEIVABLES AND MANAGEMENT REPRESENTATIVE
AT&T
HUNTSVILLE
01.2022 - Current
- Provide solutions to assist Government, Federal and Small Business customers in rectifying past due balances.
- Take appropriate action to collect on past due balances, including referral to outside collection agencies.
- Issue orders to update customer accounts with appropriate credits, adjustments and other corrections.
- Discuss past due balances with customers via phone and email.
- Coordinate with other internal departments, including Billing and Sales, regarding customer accounts.
- Use Microsoft and Outlook products, along with specialized databases, to complete tasks.
- Performs refunds, billing adjustments and other necessary functions in this role.
- Follows Federal guidelines.
- Reviews contracts for consistency and accuracy.
- Supports Dedicated Collectors and Billing department.
DESK CLAIMS ADJUSTER
ALLSTATE
BIRMINGHAM
07.2021 - 01.2022
- Responsible for the investigation, evaluation, and settlement of claims for policyholders.
- Communicated with clients, claimants, providers and attorneys to manage, finalize and close claims.
- Received 5-8 incoming claims daily via email, database and phone calls.
- AImed to provide all involved parties with the highest level of customer service possible.
- Used discretion, empathy and sensitivity when discussing claims with all involved parties.
- Resolved disputes between policyholders and claimants by taking recorded statements, reviewing police reports and contacting and obtaining witness statements.
- Reviewed claims for information, including injuries and fatalities, as well as policy coverage, and facilitating communications with customers and repair shops.
- Communicated with other insurance companies, including claims adjusters, to discuss and negotiate fault.
- Worked with rental cars companies to assist customers with temporary transportation, per policy guidelines.
- Used resources, such as DMV databases and Accurint, to confirm insurance coverage of external customers.
- Communicated with local authorities, as appropriate.
- Attends department meetings, training and other events as necessary.
HUMAN RESOURCES ASSOCIATE
UNIVERSITY OF ALABAMA (Birmingham)
BIRMINGHAM
07.2019 - 06.2021
- Team member of 12 Human Resources employee wellness and benefits staff members that serves as a point of contact for over 20,000 employees for benefit and wellness plan needs.
- Collaborates with wellness vendors and management to implement employee wellness programs including smoking cessation, walking, rewards platforms, health screens and events.
- Disseminates communication of wellness programs, events and conferences to staff members through email.
- Researches and utilizes survey and participation data to determine wellness program needs and trends, employee satisfaction and use of the program.
- Coordinates with Human Resources Employee Wellness Director in planning employee wellness programs, events, website platform and department functions.
- Partners with Human Resources employee benefit specialists to conduct annual open enrollment; disseminates information, fields questions and tracks enrollments and trends using internal reports.
- Serves as point of contact regarding employee inquiries related to insurance and wellness plans; reviews documentation for accuracy and maintains records according to mandated retention requirements.
- Provide exit surveys to outgoing employees.
- Assist with retirement and death benefits for employees and their families.
- Discuss eligibility for Teachers’ Retirement plans with University Administrative and Hospital employees.
- Briefly discuss Medicare and Medicaid with employees, providing additional resources and referrals.
- Assist with referrals to Healthcare providers.
TEMPORARY CUSTOMER SUPPORT CENTER REPRESENTATIVE | SOUTHERN LINC
STAFFING ONE
BIRMINGHAM
04.2018 - 05.2019
- Provided customer service technical support within a call center environment for mobile devices and service plans.
- Assisted customers with inquiries, complaints and technical issues; utilized internal resources to resolve issues and escalated to upper management if needed.
- Managed multiple customer accounts, processed new customer orders, resolved technical problems and issued refunds for business and residential customers.
- Discussed product features and assisted customers with point of sale device issues.
- Followed up with customers and assisted management/other customer support representatives as needed.
- Created repair tickets and summary reports to determine common types of repairs and communicate issues to management.
COLLECTIONS REPRESENTATIVE
AT&T
BIRMINGHAM
06.2012 - 06.2017
- Provided administrative assistance and managed collections activities for customer accounts.
- Initiated collection activities for aged balances on customer accounts to ensure that payment expectations were met.
- Performed processing activities for assigned accounts including posting payments to clear open items, resolve short payments, credits, investigation of customer claims and final referral of problematic customer accounts to management.
- Analyzed customer data to monitor credit limits on assigned customers and review and approve credit holds as needed.
- Maintained customer files in accordance with internal policies, procedures and legally mandated requirements.
- ALSO SERVED AS SUBSTITUTE OFFICE CLERK WITHIN THIS DEPARTMENT
- Created reports within Kronos HRIS and analyzed data to assess daily attendance and leave usages for 130 team members; ensured adherence to staff schedules and reported absences to management.
- Took incoming calls from employees with inquiries regarding daily assigned schedules and available vacation time.
Education
MBA - Business Administration And Management
Faulkner University
Montgomery, AL 04.2018 - 04.2020
MASTER OF SCIENCE - MANAGEMENT
FAULKNER UNIVERSITY
MONTGOMERY, ALBBA - Business Administration
Faulkner University
Montgomery, AL 04.2016 - 04.2018
BACHELOR OF BUSINESS MANAGEMENT - ADMINISTRATION
FAULKNER UNIVERSITY
MONTGOMERY, ALSkills
- Human Resources
- Employee Wellness Programs
- Customer Service
- Technical Support
- Account Management
- Data Analysis
- Benefits Administration
- HRIS
- Collections
- Database Maintenance
- Clerical Assistance
- Count Reviews
- Spot Improvement Areas
- Office Hardware Familiarity
- Word
- Excel
- Edge
- Chrome
- Department Goals Support
- HIPAA Guidelines Familiarity
- Compliance Verification
- Account reconciliation
- Federal regulation compliance
- Customer account management
- Claims investigation
- Billing adjustments
- Collections strategy
- Customer relationship management
- Contract review
- Data analysis
- Process improvement
- Effective communication
- Conflict resolution
- Team collaboration
- Time management
- Attention to detail
- Customer relations
- Problem-solving aptitude
- Computer skills
- Decision-making
- Revenue growth
- Active listening
- Cost reduction
- Organizational skills
- Good judgment
- Business administration
- Multitasking capacity
- Training and development
- Performance management
- Employee training
- Relationship building
- Self motivation
- Verbal and written communication
- Continuous improvement
Signature Skills
- Human Resources
- Customer Service
- Call Center Management
- Technical Support
- Account Management
- Data Analysis
- Benefits Administration
- Collections
- Team Collaboration
- Team Leadership
- Contract Review
- Relationship Building
Work Preference
Work Type
Full TimeLocation Preference
RemoteOn-SiteHybridImportant To Me
Career advancementWork-life balanceCompany CultureHealthcare benefitsTimeline
GLOBAL BUSINESS RECEIVABLES AND MANAGEMENT REPRESENTATIVE
AT&T
01.2022 - Current
DESK CLAIMS ADJUSTER
ALLSTATE
07.2021 - 01.2022
HUMAN RESOURCES ASSOCIATE
UNIVERSITY OF ALABAMA (Birmingham)
07.2019 - 06.2021
MBA - Business Administration And Management
Faulkner University
04.2018 - 04.2020
TEMPORARY CUSTOMER SUPPORT CENTER REPRESENTATIVE | SOUTHERN LINC
STAFFING ONE
04.2018 - 05.2019
BBA - Business Administration
Faulkner University
04.2016 - 04.2018
COLLECTIONS REPRESENTATIVE
AT&T
06.2012 - 06.2017
MASTER OF SCIENCE - MANAGEMENT
FAULKNER UNIVERSITY
BACHELOR OF BUSINESS MANAGEMENT - ADMINISTRATION
FAULKNER UNIVERSITY
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