Customer Service & Support Specialist Overnight Availability
Resume:
Jeffrey Scott
Colliers, WV *****
*******.*********@*****.***
Willing to relocate: Anywhere
Authorized to work in the US for any employer
Work Experience
Overnight Customer Service Representative
Capital Management Services-Follansbee, WV
October 2024 to June 2025
• Provided exceptional customer service and support to clients during overnight shifts
• Resolved customer issues and complaints promptly and effectively, ensuring customer satisfaction
• Maintained accurate records of all interactions with customers in the CRM system
• Provided product recommendations based on customer needs and preferences to drive sales revenue
• Followed company policies and procedures while adhering to strict confidentiality guidelines regarding sensitive customer information
• Participated in ongoing training sessions to stay updated on product knowledge, industry trends, and best practices for delivering exceptional service
Customer Service Agent - Call Center
Robert Half-Pittsburgh, PA
February 2024 to June 2024
• Made Outbound calls to shareholders notifying about Annual Meetings for large corporations
• Took votes over the phone for Annual Meeting
• Excellent communication skills with strong phone presence
• Handled problems and issues in a tactful manner
• Extreme attention to detail
• Use of Salesforce
Dispatcher
Transdev-Houston, PA
September 2023 to November 2023
• Oversaw drivers assigned carriers by tracking trip performance measures, route begin on time, performance, incidents, etc.
• Provided customer support by responding to questions and concerns regarding customer trips including no shows, cancellations and missed trips.
• Managed emergency situations for vehicle operators; act as liaison between the carrier and emergency services.
• Managesd daily service by reviewing route performance and proactively responding to situations that impact customer service
Data Quality Coordinator
Clear Solutions Worldwide, Inc-Washington, PA
July 2023 to September 2023
• Responsible for the integrity, normalization, cleansing and maintenance of key sales, communications and marketing system data most of which was stored in the client's experience database, Foundation, and CRM database, currently InterAction.
• Worked with the Data Quality Team Supervisor, ensured data quality is maintained through documenting entry requirements, review, reporting and management processes.
• Performed data entry, research, verification and cleansing
• Processed data changes in a timely and efficient manner.
• Monitored experience summaries and information
• Administered lawyer assignments in the firm’s experience system to ensure that lawyer updates are reviewed in a timely manner
• Assisted with the creation, updates and maintenance of the Firm's mailing lists, including lists used for newsletters, client/prospect communications, practice/industry groups, alumni, and special events Dispatcher
Magna Service Agency-Bridgeville, PA
October 2022 to December 2022
• Verified schedule and shift lineups
• Worked with Supervisors, Field Staff, Consultants, and other department personnel on oil and gas Production, Water, Construction and Field Service related activities
• Handled inbound and outbound calls from company employees, vendors dispatching and relaying information as needed to appropriate personnel
• Communicated between shifts on all operation concerns, issues and ongoing projects
• Reported and tracked all activity happening on nightly 12-hour shift in the field to provide an accurate shift turn over
• Delivered, updated, and recorded all work order information for the Operations Control Center
• Worked in a team environment while completing job related tasks individually
• Created timesheets using Microsoft excel
• Created shift ending reports for oncoming shift
• Filled schedules and shifts as needed
• Maintained communication with team and supervisors daily
• Updated accurate roster to the sites and management
• As needed created excel documents as asked by management Customer Service
Robert Half-Washington, PA
August 2022 to October 2022
• Liaison between the company's delivery drivers and their customers
• Fast paced environment
• Inbound/Outbound Calls
• Email Management
• Data Entry
• Scheduling
• Act as a liaison between the company's delivery drivers and their customers.
• Order Entry
• Closing Orders
• Filing and organizing monthly paperwork
• Locating invoices as needed by the billing department
• Driver's communication regarding pick up and delivery location information
• Updating Orders in customer's internal systems
• Billing customer for orders
Customer Service Agent - Call Center
AppleOne-Pittsburgh, PA
April 2022 to June 2022
• Made Outbound calls to shareholders notifying about Annual Meetings for large corporations
• Took votes over the phone for Annual Meeting
• Excellent communication skills with strong phone presence
• Handled problems and issues in a tactful manner
• Extreme attention to detail
• Use of Salesforce CRM.
E-Commerce Specialist /Data Entry
Kuhn's Market-Pittsburgh, PA
January 2020 to August 2021
• Initialized the set up and prepare to offer ecommerce to all the locations
• Provided daily support for the company's ecommerce platform.
• Rollout of E-commerce to multiple stores
• Monitored, edited, product availability flags, image maintenance, PLU relationship management
• Worked on data entry tasks per business needs using excel and company tools Digital Ecommerce Data Entry
Robert Half, Inc.-Pittsburgh, PA
March 2018 to January 2019
• Daily provided support for the company's mobile ordering made to order food offering application.
• Provided UPC list validation for Custom Search Pages
• Monitored, general support, communication with Getgo and Micros teams; items dropping off, copy edits, product availability flags, image maintenance, PLU relationship management
• Worked on data entry tasks per business needs using excel and company tools Traffic Manager
KQV RADIO-Pittsburgh, PA
April 2017 to March 2018
• Handled all aspects of assigned stations(s) including placing bumped spots, rearranging spots on log in noncompetitive spots, assigning cart numbers on production orders, making sure all copies were turned in, adding daily networks to log, changing computer data when necessary.
• Produced daily commercial logs by obtaining information, entered orders, and capturing commercial advertising schedules.
• Entered commercial advertising schedules and maintains database by reviewing and resolving error reports with the Ultimate goal of optimizing revenue.
• Interfaced with Sales regarding inventory issues.
• Collaborated with management, Account Executives and Sales Support to ensure commercial spots were executed in accordance with contract provisions.
• Monitored changes and resolved Traffic department discrepancies.
• Planned and scheduled commercials to meet all require deadlines, (daily, weekly and monthly).
• Resolved problems among Sales, Continuity, Programming, Traffic, and Accounting.
• Printed and distributed sales contracts, attached printed contracts with signed orders and placed in files.
• Posted logs on a daily basis; printed log reports and filed on a monthly basis.
• Billing of all clients
• Accounts receivable management including made deposits, credited payments, performed month end reporting.
Claims Adjuster
GATEWAY HEALTH-Pittsburgh, PA
October 2015 to May 2016
• Processed claims, and corrected incorrectly billed claims to run through and provide payments to vendors.
• Corrected claims for medicaid insurance product to allow the claim to be processed.
• Contacted Doctor offices regarding proper coding and documentation to have claim properly processed
• Met productivity requirements set forward by management
• Resubmitted billing of claims
Customer Care Advocate
UNITED HEALTHCARE-Pittsburgh, PA
April 2015 to August 2015
• Fielded inbound calls about all ranges of insurance inquiries for Medicaid and CHIP. . Updated patient's physician information and forwarded new identification cards to patients. Provided benefit information for medical services.
• Accessed state databases for Medicaid and CHIP programs. Updated eligibility information for state programs.
• Provided information regarding claim status. Maintain quality assurance goals set by the company.
• Advised of prescription coverages. Perform physician searches for patients. Maintained quality assurance goals set by the company.
Patient Case Coordinator
AMERISOURCEBERGEN-Monroeville, PA
June 2013 to January 2015
• Fielded inbound inquiries about basic clinical and program inquiries for Invokana. Provided access to therapy schedules and conducted follow up as needed.
• Followed proper operating procedures, provided patients access to programs support services
• Offered assistance with insurance coverage and counseling about insurance process
• Provided for the support functions of Insurance investigation during the gathering process. Maintained quality assurance goals set by the company
• Identified other sources of health care coverage through inquiries to the patient.
• Used MS Excel as the template to update accounts with documentation. Customer Service Representative
ALORICA-West Mifflin, PA
September 2012 to May 2013
• Assisted Customers with technical issues regarding logging into their personal account and navigate to the company website
• Offered assistance with billing inquiries of a customer's account
• Used Retention strategies to retain customers looking to cancel
• Maintained quality assurance goals set by the company.
• Maintained retention goals set by the company
Collections Representative
HOME LOAN SERVICES/MERRILL LYNCH-Pittsburgh, PA
June 2007 to September 2009
• Fielded outbound inquiries regarding home loans.
• Assisted customers with payment plans to assist customers to bring mortgage current.
• Worked pre-foreclosure accounts to avoid entering the foreclosure process.
• Offered assistance with billing inquiries of a customer's account
• Used collection strategies to bring accounts current.
• Maintained quality assurance goals set by the company
• Maintained retention goals set by the company
• Followed requirements for the changing landscape of mortgage collections Collections Specialist/Escalations
Outsourcing Solutions, Inc-Canonsburg, PA
January 2006 to May 2007
• Handled escalation calls and maintained and handles high call volumes daily
• Made payment arrangements with consumers
• Proficient in the billing aspect of the company
• Multi-tasking while notating all accounts to lower call volumes
• Listened to the clients and consumer's needs
Education
E-Commerce (BS BA)
UNIVERSITY OF PHOENIX-Pittsburgh, PA
August 2008 to July 2012
Bachelor's degree
E-commerce (Bachelor's degree)
High school diploma or GED
Skills
• Accounting software
• Billing
• Technical Proficiency
• Bilingual
• Sage
• XML
• Clerical experience
• Oracle Transportation Management
• Logistics
• Customer relationship management
• Accounts receivable
• Microsoft Office
• Time management
• Customer service
• Math
• Microsoft PowerPoint
• Google Docs
• Hotel experience
• Customer communication
• English
• Windows
• Restaurant experience
• AS400
• Supervising experience
• Salesforce
• Dispatching
• Data management
• Employment & labor law
• Analysis skills
• Freight
• Organizational skills
• Profit & loss
• Zoom
• Primavera
• Accounts payable
• Microsoft Word
• EDI
• Office management
• Financial report writing
• Computer skills
• Phone etiquette
• Order entry
• Leadership
• Google Suite
• Xero
• Primavera P6
• SharePoint
• Managing teams in a customer support role - Largest customer support team managed (16-20 team members)
• Debt collection negotiation
• Accounting
• Conflict management
• E-commerce
• Organization design
• Plumbing
• Mortgage servicing
• Microsoft Excel
• Spreadsheets
• Microsoft Outlook
• CRM software
• Customer support
• Improving customer support response time - Customer support response time improved (21-30%)
• HVAC
• Transportation management systems
• Employee relations
• Word processing
• Productivity software
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