Customer Service Administrative Support

Erica N Scott

**** *** *****, ********* ** *****

Phone: 704-***-**** E-Mail: **********@*****.***

Professional Summary

Highly organized and results-driven professional with over 14 years of experience, including 6 years of management experience, with expertise in administrative and clerical roles. Proficient in operations management, customer service, benefits verification, and executive support. Adept at training, staff leadership, and creating positive workplace environments. Strong background in customer service, administrative support, and process improvement.

Objective

To secure a challenging position within a dynamic organization where I can utilize my diverse skill set, knowledge, and experience to contribute effectively while pursuing professional growth.

Professional Experience

L3 Process Assistant

Amazon – Charlotte, NC

October 2024 – Present

Maintain accurate inventory levels and assist in inventory management.

Lead teams by assigning tasks, conducting team meetings, and providing coaching and feedback.

Monitor quality control processes to ensure adherence to quality standards and address operational issues.

Enforce safety procedures and address safety concerns to maintain a secure working environment.

Track key performance metrics, identify areas for improvement, and implement solutions to increase operational efficiency.

CSR Premium Audit Services

Liberty Mutual – Charlotte, NC

December 2020 – Present

Reviewed accounting and financial records to ensure accurate calculation of earned premiums.

Verified and recorded data related to business classifications from financial records.

Authored detailed audit reports, communicating findings supported by work papers.

L1 Learning Ambassador

Amazon CLT5 – Charlotte, NC

September 2021 – October 2024 (Promoted)

Trained new hires and cross-trained existing employees on various duties within the sort center.

Gained proficiency in container building, container staging, OB container loading, auditing, small sort, flow scanning, and problem-solving.

Acted as a team lead on occasion, guiding associates and assisting with day-to-day operations.

Operations Manager

Fitness Connection – Charlotte, NC

February 2018 – August 2019

Managed front desk and kids' club staff, ensuring excellent customer service.

Reviewed payroll, handled customer inquiries, and resolved concerns.

Performed banking duties and supported gym management in day-to-day operations.

Senior Appeals Associate

Cigna Healthcare

April 2002 – June 2007

Researched and processed member appeals, ensuring compliance with company policies and regulations.

Acted as a liaison between members and internal departments to resolve appeals.

Education

Bachelor of Arts in Communication Arts (Concentration: Telecommunications)

Minor in Music Business

Johnson C. Smith University

August 1995 – May 2000

Skills

Excellent writing, communication, and interpersonal skills

Strong leadership and team management experience

Proficient in Microsoft Word, Excel, Access

Social media expertise and content creation

Typing speed: 75 WPM

Entrepreneurial mindset and business management experience

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