Kolanda Scott Email & Phone Number

Charlotte, Nc, Us

Fort Mill, South Carolina, United States

Manage 25-30 inbound calls daily from advisors ranging from simple balance inquiries to more challenging, cross-functional financial transactions, upholding the highest standards of service quality and efficiency.Ensure achievement of performance metrics including average handling time, first call resolution, customer satisfaction, and adherence to schedule, while maintaining service excellence.Conduct in-depth research and navigate multiple screens and databases adeptly to find accurate answers for advisors' and investor issues.Navigate and utilize a diverse range of financial products and services during client interactions.Engage in weekly touchpoints with your manager to discuss progress, address challenges, and explore opportunities for continuous improvement.Ensures proper application of and compliance with internal and regulatory standards, guidelines, and procedures.Demonstrate ownership by resolving problems in real-time during client interactions, ensuring a thorough and timely follow-up to guarantee client satisfaction, fostering lasting relationships.Collaborate with internal service partners to achieve swift and effective resolutions for our valued callers, prioritizing a team-oriented approach to ensure client satisfaction.

Charlotte, North Carolina, United States

Participated in an intensive AWS re/Start class focused on cloud computing and Amazon Web Services(AWS). The program provided hands on training in various AWS services, infrastructure management and deployment techniques. Key areas of study included cloud architecture, virtualization, storage, security and scalability.During the course, acquired practical skills in designing and implementing cloud solutions, working with AWS tools and services and leveraging best practices for cloud deployment. Developed a deep understanding of AWS services such as EC2, S3, RDS and Lambda, along with their applications in real-world scenarios.Engaged in collaborative projects, working alongside industry professionals and fellow learners to solve complex cloud computing challenges. This experience fostered teamwork, problem-solving, effective communication skills in a collaborative virtual environment.

Charlotte, North Carolina, United States

Supported customers and resolved moderate to complex inquiries or issues regarding financial products and services via phone•Answered inquiries, resolving problems, and provided a best-in-class customer experience while adhering to work guidelines, policies, and regulations•Expressed empathy when helping our customers as you correct their issues•Assisted our customers on the phone for long stretches of time in a fast-paced environment where there is a high volume of calls•Navigated multiple computer systems as you research customer needs and offer solutions, all while communicating effectively and accurately when delivering information

Charlotte, North Carolina, United States

• Acted as initial point of contact for walk in Child Support customers.• Operated computer terminal entering and retrieving data from the appropriate stateand county systems.• Sorted and distributed mail• Conducted moderately complex research.

Charlotte, North Carolina Area

• Greeted and communicated with over 200 customers/visitors daily for accessibility to allthe Community Resource Center Programs and services offering information andreferrals to programs.• Assisted customers with check-in.• Remained informed and knowledgeable of all programs and services offered within theCommunity Resource Center including those offered by non-profit organizations withinthe center.• Maintained dialog with customers regarding expectations and experiences and use thisfeedback to improve service delivery as well as collaborating with staff to function insupport of each other to achieve the mission for Community Resource Center andMecklenburg County

Fort Mill, South Carolina, United States

• Coordinated with interdepartmental associates to obtain appropriate medical records asthey relate to reimbursement process and reports any reimbursement trends or delaysto supervisor.• Collected and reviewed all patient insurance benefits.• Provided exceptional customer service to internal and external customers, resolving anycustomer inquiries or concerns in a timely manner, escalating complaints followingcompany procedures.

Fort Mill, South Carolina, United States

Responsible for the accuracy of the processing of all patient referral forms that are submitted by the provider on behalf of their patients Work interactively with team members to review referral and complete enrollment activities and follow up for missing information before sending referrals to preferred specialty pharmacy Identifies missing information that is not listed in referral form Process the referral according to the Standard Operating Procedures developed by the program Responsible for identifying the Specialty Pharmacy Provider(physician preference and payer requirements) per the established business rules of the program Perform related duties as assigned Complete data entry of payer information in the appropriate program database. Performs insurance verification for pharmacy benefits

• Install, support and upgrade new and existing hardware and software• Provide technical support to a wide range of users and respond to service requests daily• Develop documentation for procedures and user guides for appropriate use of hardware and software• Set up ,reset, disable user accounts, permissions and passwords • Created and maintained users on a 1200+ Active Directory• Computer management• Familiar with Group policy • Domain and network administration• Created Desktop Images using Symantec Ghost for deployment throughout organization• Diagnose problems and resolve technical issues• Perform Windows Updates on workstations and servers• Assisted with punching down, wiring and crimping Ethernet cables• Completed daily tasks assigned ( Check that backup completed successfully, make sure that systems that were part of daily checks were up and running) • Provided technical support to troubleshoot various HP Printer issues• Investigated and troubleshoot offsite technical issues at remote sites• Updated and tracked technical issues using Service request systems• Create, delete, modify users for in-house applications• Provide technical support for in-house applications

Bachelor Of Professional Studies, Applied Computer Technology

Education record

Associate In Applied Science, Computer Information Systems

Aws Re/Start Program Learner At Amazon Web Services (Aws)

• Completed full-time, classroom based skills development and training program on IT fundamentals, AWS Cloud, and professional skills. •.