Summary
Overview
Work History
Education
Skills
Timeline
Generic

KASSIE SCOTT

Albany

Summary

Customer Service Representative dedicated to providing quality care for ultimate customer satisfaction. Proven ability to establish and maintain excellent communication and relationships with clients. Adept in general accounting and finance transactions. Dedicated to identifying customer needs and delivering effective solutions to all problems. Excellent time management skills combined with a superior knowledge of the customer service industry.

Overview

14
14
years of professional experience

Work History

Insight

Global, Axion-UnitedHealthcare
04.2023 - Current
  • Primarily make outbound phone calls to insured patients to book appointments for screenings
  • Excellent organizational skills to handle the large volume of daily calls and tasks
  • Demonstrated mastery of customer service call script with in this imperfect timeframes
  • Met and surpassed daily productivity goals
  • Exceeded customer service expectations for positive results
  • Demonstrated ability to multi-task and perform effectively in a fast-paced work environment
  • Process appointments on behalf of the veterans who had been waiting serval months to see care provider
  • Provided accurate and appropriate information in response to customers inquiries
  • Monitor performance results including appointments, calls, handle time, and productively using designated reporting systems.

Customer Service Representative

Vdart, Maryland Department Of Unemployment
10.2021 - 03.2022
  • Primarily received phone calls from consumers for assistance with benefits inquiries, fraud alerts, missing payments
  • Determine the quickest way to solve problems with good negotiation skills while remaining self- driven and motivated to meet individual service
  • Maintained knowledge and basic skills required to identify fraudulent credit card activity through training, research of department policies, procedures, external regulations and analytic techniques, and the expertise of more experienced fraud analysts
  • Assisted customers regarding site navigation, account setup and inquiries, payments, and other general questions
  • Consistently met high performance metrics including quality, adherence, and customer satisfaction
  • Documented customer contact in Salesforce to maintain a record of customer interactions and elevate the quality of service.

CNA

Home Health Care Provider, Caremasters
06.2018 - 07.2021
  • Assist in personal hygiene, bathing, dressing, assisting to bathroom or in using bedpan, grooming, care of mouth, skin, nails and hair
  • Perform homemaking activities including (but may not be limited to) dusting, vacuuming, sweeping or mopping floors, cleaning of common areas including kitchen and bathrooms, washing dishes, doing laundry, changing bed
  • Helped 30+ patients safely transition between sleeping surfaces and mobility assistance such as wheelchairs by providing consistent support
  • Interacted kindly with patients and families and displayed positive, outgoing attitude, resulting in establishment of long-term, professional relationships
  • Completed daily logs with 100% accuracy
  • Adhered to Privacy Act, HIPAA regulations, quality guidelines, Call Management Framework and Company Policies
  • Deliver compassionate care and support to 20+ disabled and elderly patients, helping them perform general activities associated with daily life
  • Monitor changes in each patient's condition, maintaining and updating records of their progress and health
  • Administer oral medications daily to each resident, closely following the written directions provided by the in-house physician and home

Call Center Customer Service Agent

Arise
01.2018 - 01.2019
  • Primarily receive inbound calls from consumers for assistance with billing inquiries, payments, credits, fraud alerts, and internet, and
  • Solve problems with good negotiation skills, self-driven and motivated to meet individual service Responds promptly to customer needs, solicits customer feedback to improve service
  • Detailed payment options and explained price, receipt and billing details to customers
  • Maintained up to date knowledge of 300+ products and services
  • Handled an average of 140 incoming customer calls and responded to queries about services, product malfunctions, promotions, and billing
  • Exceeded sales target goal of $300 by developing successful tactics to sell products and services to customers
  • Responded to 35 or more account inquiries per hour providing the merchants and cardholders of 6 or more assigned clients with standard/scripted responses to Service Level Agreement (SLA)
  • Documented and detailed calls and complaints using call center's CRM database.

Customer Service Specialist

Harvey's Supermarket
01.2010 - 01.2015
  • Accurately type a wide variety of correspondence, reports, or similar materials from handwritten or electronic typewriter or word processor
  • Return work needing corrections to originator when necessary
  • Ensure the requirements for classified material are accurately followed when applicable
  • Thoroughly screen material prior to distribution for suspense dates, establishes controls, and follow up on responses which are c Managed the stocking and cleaning of shelves while advising hundreds of customers daily
  • Operated cash register with high accuracy and speed, with a 96% incident-free record
  • Balanced transactions at end-of-day for cash reconciliation and inventory management purposes
  • Placed purchase orders for items in the dairy and meats section on a weekly basis
  • Cooperated with a team of 25+ (depending on shift) coworkers to create a pleasant atmosphere in the store, resulting in a +0.7 rating on Google Maps over 3 years.to provide briefing charts
  • Collected customer feedback and made process changes to exceed customer satisfaction goals.

Education

High School Diploma -

Mitchell County High School
Camilla, GA
05.2004

Skills

  • Organization and Time Management Customer Complaint Resolution Sales Goals
  • Exceptional Customer Service Risk management Multitasking Abilities
  • Analytical and Critical Thinking Active Listening
  • Attention to Detail Premium Customer service Computer skills
  • Customer support
  • Written and Verbal Communication skills Basic level PC skills
  • Exceptional sales ability
  • SKILLS
  • Comfort with Customer databases and CRMs Fraud detection
  • Procedure review Data Entry Teambuilding PeopleSoft expert
  • Financial Management Billing systems and software
  • Troubleshooting Technical Issues Data Entry and Maintenance Upbeat and Positive Personality Multitasking and Prioritization Order and Refund Processing
  • Calm and Professional Under Pressure
  • Customer Data Confidentiality
  • Proficient Knowledge of computer based-systems, Internet and Microsoft office applications (Outlook, Word, Excel)
  • Flexible and Adaptable Claims
  • Loan applications Insurance Knowledge Data verification
  • Billing Inquiries
  • Issue and Complaint Resolution De-escalation Techniques LiveChat Messaging
  • Inbound and Outbound Calling Computer Proficiency SalesForce
  • Five9
  • Oracle

Timeline

Insight

Global, Axion-UnitedHealthcare
04.2023 - Current

Customer Service Representative

Vdart, Maryland Department Of Unemployment
10.2021 - 03.2022

CNA

Home Health Care Provider, Caremasters
06.2018 - 07.2021

Call Center Customer Service Agent

Arise
01.2018 - 01.2019

Customer Service Specialist

Harvey's Supermarket
01.2010 - 01.2015

High School Diploma -

Mitchell County High School

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KASSIE SCOTT