Customer Service Representative

TYSHAE SCOTT

Summary:

Patient and energetic customer service representative with 8 years of experience attending to and resolving customer issues and inquiries.

Desires to connect with customers and make sure they are comfortable with their decisions by the end of our discussion.

Passionate about team building and representing the brand in a positive manner.

Skills:

Customer Service

Benefits Support

Call Handling

Inbound Calls

Outbound Calls

Live Chat Support

HIPAA Compliance

Conflict Resolution

Multitasking

Data Entry

Loan Support

Settlement Programs

Communication

Problem Solving

Time Management

Email Management

Attention to Detail

Client Support

Team Collaboration

Compliance Adherence

Banking Updates

Remote Work

Fast Learner

Empathy

Decision Support

Process Improvement

Authorization Handling

System Navigation

Cross-Functional Support

Experience:

Looking for work 11/2024-Present

Willis Towers Watson (WTW)- Pittsburgh, PA 09/2024-11/2024

Benefits Specialist (Remote Call Center)

Responded to inbound calls, outbound follow-ups, and live chat inquiries from employees regarding annual benefits enrollment.

Provided detailed guidance on medical, dental, vision, and supplemental benefits, ensuring employees fully understood their options.

Submitted and processed benefit appeals and authorizations in compliance with internal protocols and client requirements.

Maintained strict adherence to HIPAA regulations and company confidentiality standards.

Transferred employees to appropriate insurance carriers or internal departments for issue resolution.

Demonstrated strong multitasking skills by efficiently navigating multiple systems and screens during live interactions.

Ensured compliance with regulatory guidelines and internal adherence standards throughout all communication.

Worked on other contract jobs 05/2024-08/2024

Century Support Services- Pittsburgh, PA 05/2022-04/2024

Customer Service Representative (Remote Call Center)

Handled high-volume inbound and outbound calls to support clients enrolled in debt settlement programs.

Provided clear and empathetic guidance on program terms, payment schedules, and settlement procedures.

Directed clients to the correct departments based on specific inquiries or account issues to ensure swift resolution.

Authorized updates to client banking information and approved settlement agreements in line with company policy.

Maintained compliance with industry regulations and internal quality assurance standards.

Utilized multiple digital platforms and screens simultaneously to document interactions and access account information in real-time.

Career gap due to maternity leave 06/2021-04/2022

Factual Data- Pittsburgh, PA 12/2020-05/2021

Mortgage Reporter (Remote Call Center)

Responded to high-volume inbound calls from clients and mortgage professionals, providing timely and accurate support during the loan closing process.

Facilitated conference calls with borrowers, lenders, and third parties to resolve outstanding issues and expedite closings.

Assisted customers with credit-related inquiries and updates, including processing supplements and documentation.

Maintained compliance with federal regulations and internal adherence standards throughout all communications.

Manage and navigate multiple systems and screens simultaneously to access and update client records efficiently.

Monitored and responded to email inquiries, ensuring accurate professional communication across all channels.

Worked on other contract jobs 2018-11/2020

Education:

McKeesport Area High School, McKeesport PA 2018

High School Diploma

Contact this candidate