YOLANDA SCOTT
Senior Customer Service & Support Specialist
Millville,NJ
Summary
Customer care professional with 15+ years of experience delivering timely resolutions, managing high-volume inquiries, and supporting customers across phone, email, and social media platforms. Resourceful and skilled in meeting technical requirements, troubleshooting account issues, and providing one-call solutions. Known for excellent interpersonal skills, strong verbal communication, and the ability to work independently while maintaining effective relationships and ensuring a positive customer experience.
Overview
17
17
years of professional experience
Work History
Human Services Assistant (HSA)
Vineland Developmental Center
12.2024 - Current
- Performed safety checks every 30 minutes for 4–8 residents, ensuring compliance with care and safety standards.
- Documented resident observations with 100% accuracy, supporting clear communication and rapid supervisor follow-up.
- Assisted residents with hygiene, mobility, and care tasks 20+ times per shift while maintaining calm performance in high-pressure settings.
Certified Home Health Aide (CHHA)
Trifecta Home Health Care
02.2024 - 06.2025
- Provided compassionate one-on-one client care, assisting with bathing, dressing, feeding, and mobility.
- Completed and recorded care updates with 100% accuracy, ensuring reliable communication with care teams.
- Responded to 15–20 client needs per shift, demonstrating patience and clarity during emotionally sensitive situations.
Team Lead, Member Services (Customer Service Representative III)
First Harvest Credit Union
07.2019 - 04.2023
- Managed 50–100+ daily customer inquiries involving billing, account issues, and escalations, ensuring timely resolution and maintaining effective customer relationships.
- Delivered Tier 2–level support by researching technical and account discrepancies and meeting technical requirements for accurate solutions.
- Led team development by training 30+ employees on de-escalation, probing, communication quality, and resolution strategies.
- Contributed to achieving a record-breaking $1M surplus month through strong customer care, retention support, and engagement.
Customer Service Representative
Groupe SEB USA
07.2008 - 07.2019
- Handled 60–100 inbound support calls daily involving product issues, billing questions, account updates, and complaints.
- Delivered first-contact resolution through troubleshooting and clear written and verbal communication.
- Supported customers via email and social media platforms, ensuring timely updates and positive customer experiences.
Education
High School Diploma - undefined
Buena Regional High School
Buena, NJSkills
Customer Care & Support
Timeline
Human Services Assistant (HSA)
Vineland Developmental Center
12.2024 - Current
Certified Home Health Aide (CHHA)
Trifecta Home Health Care
02.2024 - 06.2025
Team Lead, Member Services (Customer Service Representative III)
First Harvest Credit Union
07.2019 - 04.2023
Customer Service Representative
Groupe SEB USA
07.2008 - 07.2019
High School Diploma - undefined
Buena Regional High School