Summary
Overview
Work History
Education
Skills
Certification
Personal Information
Timeline
Generic

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
Henrico
06-2008

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
Deondra Scott