Deondra Scott
Chester
Summary
FRIENDLY SALES ASSIOCIATE ADEPT AT WORKING IN DIVERSE RETAIL AND CUSTOMER SERVICE ENVIRONMENT.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Customer Service Representative CVIU
Maximus
Chester
05.2025 - Current
- Managed high-volume customer calls efficiently in a fast-paced environment.
- Assisted customers via phone and email, ensuring prompt resolution of inquiries.
- Resolved customer inquiries using company policies and procedures.
- Took inbound and made outbound calls for customer support.
- Guided callers in completing and submitting Medicaid applications, renewals, or program transfers.
- Documented customer interactions in the CRM system accurately.
- Adhered to standard operating procedures (SOPs) and strict privacy rules (HIPAA).
Customer Service Representative
Maximus
Chester
04.2021 - Current
- Addressed and resolved customer concerns effectively, ensuring satisfaction.
- Assisted callers in a busy inbound call center, maintaining composure and efficiency under pressure.
- Managed high-volume customer inquiries through phone and chat channels.
- Provided product information and troubleshooting assistance to diverse customers.
- Documented customer interactions accurately in the CRM system.
- Resolved issues by coordinating with internal departments for efficient solutions.
- Resolved customer complaints quickly and efficiently.
- Provided accurate information about products or services to customers.
- Answered incoming customer calls promptly, providing courteous and professional service.
- Adhered to all safety regulations within call center environment.
- Actively listened to each customer's inquiry in order to provide an appropriate response in a timely fashion.
- Verified account information by consulting relevant databases.
- Conducted outbound follow-up calls when needed for clarification or additional information.
- Navigated through computer systems to review information and respond appropriately to callers.
- Engaged with callers to confirm or clarify information, effectively diffusing anger and ensuring resolution.
- Updated customer accounts, addresses and contact information within call management databases.
- Handled Inbound and Out Bound Calls
Mentor
Maximus Call Center
Chester
04.2021 - Current
- Developed training programs to enhance team skills and knowledge.
- Conducted training sessions for new employees on call center systems and procedures, facilitating quicker acclimatization.
- Trained new hires on the system in a Zoom room.
- Conducted regular one-on-one meetings with team members to discuss performance goals and objectives.
- Supervised call center agents, ensuring adherence to quality customer service standards.
Team Leader
Maximus
Chester
02.2021 - Current
- Distributed communication forms to LDSS using Teams and Excel to ensure accurate information flow.
- Supported agents with system issues and questions during calls to maintain operational efficiency.
- Coached team members on metrics and consumer experience behavior identification to improve satisfaction ratings.
- Handled Medicaid inquiries and conducted outbound calls to provide timely assistance to clients.
- Handled escalated customer service concerns.
- Assist agents with calls, if they are having system issues and or questions.
- Took calls to assist with Medicaid inquiries and made outbound calls.
- Trained new staff.
- Send out communication forms to LDSS, using teams and excel.
- Maintained strong call control and quickly worked through scripts to address problems.
Laundry Attendant/Housekeeping
Courtyard Marriott
Richmond
02.2015 - 04.2017
- Sorted and organized laundry items by fabric type and color to ensure proper processing and avoid damage.
- Operated industrial washing machines and dryers efficiently.
- Inspected garments for stains or damage before processing.
- Maintained cleanliness of work areas and equipment to promote a safe and efficient laundry environment.
- Cleaned laundry room and equipment according to safety standards to uphold hygiene and operational compliance.
- Loaded and unloaded washers and dryers, observing correct operating instructions.
- Operated washing machines, dryers, extractors, and other laundry equipment.
Cafeteria Worker/manager
HCPS
Richmond
04.2017 - 2017
- Prepared and cooked food, handled money, served customers, took orders, processed transactions, and completed paperwork
- Prepared and served nutritious meals in compliance with health regulations.
- Maintained cleanliness and organization of food preparation and serving areas.
- Collaborated with staff to ensure efficient meal service during peak hours.
TEACHER
Antioch Christian Center
Richmond
08.2011 - 08.2012
- Coordinated with classroom teachers to align instructional efforts.
- Prepare lesson outlines and plans in assigned subject areas and submit outlines to teachers for review.
- Maintain a safe play environment.
- Ensured children's comfort and hygiene by dressing and changing diapers.
- Communicate with children's parents or guardians about daily activities, behaviors, and related issues.
- Keep records on individual children, including daily observations and information about activities, meals served, and medications administered.
- Assist in preparing food and serving meals and refreshments to children.
- Developed lesson plans tailored to children's developmental needs.
- Read to children and teach them simple painting, drawing, handicrafts, and songs.
Cashier/Customer Service
UKROP'S
Richmond
09.2004 - 03.2009
- Welcomed customers upon entry to foster a positive shopping experience.
- Provided information and resolved customer complaints to enhance satisfaction.
- Answer customers' questions, and provide information on procedures or policies.
- Receive payment by cash, check, credit cards, vouchers, or automatic debits.
- Issue receipts, refunds, credits, or change due to customers.
- Processed customer check transactions to provide immediate cash.
- Maintained clean, orderly checkout areas and performed cleaning duties to ensure a pleasant environment.
- Assist with duties in other areas of the store, such as monitoring fitting rooms or bagging and carrying out customers' items.
Education
High School Diploma -
Varina High School
Henrico06-2008
Skills
- Cleaning Experience
- Food Handling
- Food Preparation
- Kitchen Experience
- Laundry
- Scripting
- Microsoft SQL Server
- Typing
- Documentation review
- Live chat
- Customer service
- Cash register
- Software troubleshooting
- Mentoring
- Cash handling
- Analysis skills
- Operating Systems
- Telemarketing
- Childcare
- Windows
- HIPAA
- Cooking
- Team leadership
- Call center operations
- Employee training
- Performance coaching
- Active listening
- Problem solving
- Medicaid application support
- Strong teamwork
- Documentation
- Research
Certification
Driver's License, 07/16, 07/31
Personal Information
Authorized To Work: US for any employer
Timeline
Customer Service Representative CVIU
Maximus
05.2025 - Current
Customer Service Representative
Maximus
04.2021 - Current
Mentor
Maximus Call Center
04.2021 - Current
Team Leader
Maximus
02.2021 - Current
Cafeteria Worker/manager
HCPS
04.2017 - 2017
Laundry Attendant/Housekeeping
Courtyard Marriott
02.2015 - 04.2017
TEACHER
Antioch Christian Center
08.2011 - 08.2012
Cashier/Customer Service
UKROP'S
09.2004 - 03.2009
High School Diploma -
Varina High School