Customer Service Call Center

Taylor N. Scott

*** *. ***** ***** **** Dr, Lewisville, TX 75067

214-***-**** ****************@*****.***

Professional Summary

Results-driven professional with over 8 years of supervisory and operational experience in production, dispatch, Security, and customer service settings. Proven record of accomplishment in team leadership, process optimization, and problem-solving. Skilled in customer service management, complaint resolution, and employee training, with strong proficiency in MS Office and dispatch technologies. Adept at fostering collaborative team environments, meeting deadlines under pressure, and delivering excellent service outcomes.

Core Competencies

- Customer Service & Call Center Management

- Credit collection 3rd party/DOE

- Dispatch Operations & Scheduling

- Staff Training, Recruitment & Retention

- Data Analysis & Reporting

- Complaint Resolution & Conflict Management

- Multiline Phone Systems

- Proficient in MS Word, Excel, Access, AS400, Oracle/PeopleSoft

- Regulatory Compliance (TMA Certified Security Monitoring)

- Level 2 Security (unarmed)

Professional Experience

Interface Security Systems - Plano, TX

Security Dispatch Supervisor 2021-2024

- Monitored and dispatched security personnel for emergency and non-emergency situations.

- Ensured strict compliance with security policies and procedures.

- Assisted with investigations, training, and drills to maintain high operational standards.

- Coordinated communication with law enforcement and military personnel.

- Prepared detailed reports and managed radio and telephone communications. Auto Rescue Solutions - Carrollton, TX

Dispatch Supervisor 2019-2021

- Managed dispatch operations, staff schedules, and performance evaluations.

- Assisted HR with recruiting, onboarding, and training new dispatch employees.

- Developed and implemented training programs and supported vendor relationships.

- Led process improvements to enhance operational efficiency and customer satisfaction.

- Oversaw employee promotion, compensation, and conflict resolution processes. Fresenius Medical Care - Tyler, TX

Medical Claims Manager 2018-2019

- Conducted in-depth research and follow-up on unpaid claims to resolve account issues.

- Partnered with billing teams and attorneys to address insurance claims and payment disputes.

- Negotiated payment terms for financially constrained patients with clinics and insurers.

- Ensured compliance with Medicaid, Medicare, and third-party insurance guidelines. Assurant Solutions - Addison, TX

Customer Service Supervisor 2014-2018

- Directed daily operations for a team of customer service representatives.

- Provided training and performance feedback to improve team efficiency and service quality.

- Assisted customers with insurance claims, payments, and policy adjustments.

- Conducted detailed account research to resolve billing and coverage issues. 1099 Secuirty Contractor Level 2 (unarmed)- Various onsite locations Education

Grambling State University - Grambling, LA

Coursework in Business Administration 2009-2011

Lancaster High School - Lancaster, TX

High School Diploma 2004-2008

Certifications

TMA Certified, TABC &Food Handling, Level 2 unarmed security Technical Skills

- Expert: AS400, Multiline Phone Systems, Customer Service Management, Data Entry, collection/recovery

- Intermediate: MS Word, Excel, Access; Oracle/PeopleSoft

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