Kourtney Scott
Indianapolis
Summary
Customer service and support professional with diverse experience in high-volume remote call center roles. Consistently delivers empathetic, efficient solutions and builds loyalty in challenging environments. Proficient in digital work tools, phone etiquette, troubleshooting, and multitasking independently. Known for adaptability and reliability, seeking to contribute strong service skills for a remote call center opportunity.
Overview
12
12
years of professional experience
2015
2015
years of post-secondary education
1
1
Certification
Work History
Customer Service Call Center Agent
Spectrum Communications (Remote)
Indianapolis
10.2022 - 09.2025
- Managed incoming customer inquiries using Spectrum Communications' call management system.
- Resolved technical issues by guiding customers through troubleshooting steps.
- Documented customer interactions accurately in the customer relationship management software.
- Delivered prompt support via phone and chat, resolving billing and technical inquiries for new and existing customers.
- Consistently met call volume and satisfaction goals, coached peers on best practices and remote protocols.
- Processed account adjustments and resolved escalated issues on first contact.
Customer Service Phone Representative
Cricket Wireless (Remote)
Indianapolis
04.2019 - 10.2022
- Handled high-volume incoming calls, resolving accounts, product issues, and promoting services.
- Maintained data security and accuracy while processing payments and issuing credits.
- Provided technical troubleshooting and account updates independently.
Retail Sales Associate
Dollar Tree
Indianapolis
01.2014 - 04.2019
- Assisted customers with product selection and provided exceptional service.
- Maintained a clean and organized sales floor for optimal shopping experience.
- Stocked shelves and ensured products were displayed according to company guidelines.
Education
Excel Center
Indianapolis, INSkills
- Verbal and written communication
- Professional phone etiquette
- Customer conflict resolution
- Remote support and troubleshooting
- Accurate data entry and multitasking
- CRM and digital call center tools
- Time management and organization
- Empathy and positive attitude
Certification
- Drivers License
Timeline
Customer Service Call Center Agent
Spectrum Communications (Remote)
10.2022 - 09.2025
Customer Service Phone Representative
Cricket Wireless (Remote)
04.2019 - 10.2022
Retail Sales Associate
Dollar Tree
01.2014 - 04.2019
Excel Center