Remote Communication Specialist with 15+ Years Experience

Scott Madden

Remote Professional • Schoharie, NY

518-***-**** • ️ *************@*****.***

Professional Summary

Remote Communication Professional with 15+ years of experience in voice-based customer service, technical support, and AI audio training. Known for clear speech, strong listening skills, sound judgment, and the ability to translate complex information into natural, human conversation. Background includes telecom, insurance, technology, and AI speech modeling. Seeking remote, non-commission-only roles where communication quality, reliability, and human connection matter.

Core Skills

Voice & Speech Evaluation • Clear Verbal Communication • Active Listening Remote Customer Experience • Conflict Resolution • Quality Review AI Audio Training • Zendesk & CRM Tools • Technical Troubleshooting Written & Spoken Communication • Independent Remote Work Professional Experience

Mercor – English Language Audio Model Trainer (Remote) Aug 2025 – Jan 2026

Recorded, reviewed, and refined voice data to train AI systems to recognize natural, human speech.

Evaluated tone, pacing, pronunciation, and conversational clarity for accuracy and realism. Applied creative, hands-on techniques to improve speech recognition quality. Maintained high quality standards while meeting production benchmarks in a remote setting. Globe Life Insurance – Remote Agent

2024 – 2025

Communicated policy details clearly and accurately to clients in a regulated environment. Resolved complex questions and escalations with empathy and sound judgment. Supported customer retention through trust-based, non-aggressive communication. Linecare – Remote Customer Service Representative

2022 – 2024

Delivered clear, solution-focused support across phone and digital channels. Consistently met or exceeded performance and resolution targets. Spectrum Mobile – Customer Service & Support (SCW 1) 2017 – 2022

Provided billing, activation, and technical support in a high-volume environment. Trained and mentored new hires, improving team confidence and performance. Reduced repeat calls by resolving complex issues effectively. Apple – Remote Customer Service Representative

2016 – 2017

Supported customers via chat while troubleshooting iOS and macOS issues. Balanced technical accuracy with conversational, human communication. Earlier Experience

Grubhub (Remote Support) • Price Chopper (Customer Service)

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