Angelique Scott
Goose Creek
Summary
Dynamic Executive Support Specialist with over eight years of experience managing high-priority escalations and complex customer cases within large enterprise environments. Expertise in conflict resolution, cross-functional communication, and root-cause analysis drives effective and scalable solutions that enhance operational efficiency. Committed to leveraging analytical skills to optimize production workflows and improve process efficiency while supporting a streamlined supply chain. Results-oriented professional dedicated to fostering collaboration and delivering exceptional service in fast-paced settings.
Overview
9
9
years of professional experience
Work History
Xfinity Mobile Executive - Regulatory
Comcast
North Charleston, SC
12.2019 - Current
- Investigate regulatory complaints submitted through the FCC, BBB, Attorney General, and legal channels involving disputed charges, unauthorized orders, and promotional discrepancies.
- Ensure all tickets and accounts are thoroughly documented with the investigation details and comply with regulatory closure requirements.
- Communicated daily with company partners and customers to strengthen professional resolution of all parties involved.
- Collaborate with LNP, CSA Security, Fraud, and other departments to resolve complex account concerns.
- Priorities change frequently depending on task and ticket importance, and being able to pivot is critical to workflow.
- Evaluations provided to management to promote change for the customer and specialist experience by analyzing data gathered from multiple sources.
- Demonstrate effective problem-solving and time management skills.
- Maintain strong knowledge of compliance standards and agency response requirements.
- Remediate accounts within policy guidelines and provide customers with clear, detailed resolutions.
- Coordinate with Xfinity Mobile warehouse to investigate returned shipment status and processing details.
- Independent, self-motivated, with the ability to prioritize critical escalations, tasks, and email.
- Communications with Fraud, Collections, Legal, and ensure timely resolutions.
- Utilize Microsoft OneNote to organize important templates and links to ensure workflow is efficient.
- Utilize Microsoft Word, Excel, and PowerPoint.
- Effective problem-solving and time management skills
- Overseeing trends in escalations and frequent changes with policies, legal, and regulatory compliance.
- Collect data from multiple sources to analyze the best outcome and response: customer accounts, multiple ticket systems, Microsoft Teams, Outlook, and SharePoint, Celestial, Einstein XM360, CRM, and CSG.
Floor Associate
Ross Stores
North Charleston, SC
11.2023 - 05.2025
- Maintained organized sales floor by restocking merchandise and ensuring displays met company standards.
- Assisted customers with product inquiries, providing knowledgeable support to enhance shopping experience.
- Monitored inventory levels, identifying trends to aid in timely restocking and reduce stockouts.
- Collaborated with team members to implement efficient merchandising strategies that improved overall store presentation.
- Trained new associates on store policies, customer service techniques, and operational procedures to ensure compliance.
- Assisted coworkers when needed to ensure all tasks were completed efficiently, fostering teamwork within the store environment.
- Greeted customers, helped locate merchandise, and suggested suitable options.
- Increased customer satisfaction by providing excellent product knowledge and timely assistance on the sales floor.
- Managed time effectively during shifts, prioritizing tasks according to urgency for optimal productivity.
- Informed customers of current store promotions to encourage additional sales purchases.
- Displayed merchandise by arranging in appealing ways to boost sales.
- Assisted in inventory management, accurately tracking stock levels and aiding in restocking efforts for seamless replenishment of merchandise.
- Processed transactions efficiently at checkout, ensuring accurate pricing and promoting a positive image of the store brand.
- Handled customer returns and exchanges professionally, maintaining customer loyalty and satisfaction.
- Improved sales performance by actively engaging with customers on the floor, understanding their needs, and recommending suitable products.
- Assisted in maintaining a safe work environment by promptly reporting any hazards or safety concerns observed on the sales floor.
- Checked pricing, scanned items, applied discounts, and printed receipts to ring up customers.
- Provided exceptional customer service during high-traffic periods by managing lines effectively and maintaining a calm demeanor under pressure.
- Contributed to visual merchandising efforts by creating eye-catching displays that attracted customers and promoted sales growth.
Xfinity Mobile Executive Resolutions
Comcast
North Charleston, SC
03.2019 - 12.2019
- Drafted professional email and letter correspondence for customers, leadership, and legal teams.
- Supported legal case handling and ensured timely, accurate responses.
- Investigated ongoing customer issues and ensured full resolution through detailed case management.
- Utilized the Colombo system to close escalated tickets and provide accurate documentation.
- Utilize Microsoft OneNote to organize important templates and links to ensure workflow is efficient.
- Utilize Microsoft Word, Excel, and PowerPoint.
- Documents and resolves unsolicited return orders in the warehouse to optimize the resolution time frame.
Xfinity Mobile Tier 2 Support
Comcast
North Charleston, SC
06.2018 - 03.2019
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Guided customers through billing resolutions, service line enhancements, and detailed explanations of Xfinity mobile offerings.
- Diagnosed and resolved complex issues related to Xfinity mobile services, ensuring optimal functionality and user satisfaction.
- Oversaw documentation accuracy and ensured timely issue resolution to enhance operational efficiency.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Demonstrated respect, friendliness, and willingness to help wherever needed.
- Worked well in a team setting, providing support and guidance.
- Excellent communication skills, both verbal and written.
Xfinity Mobile Chronic Caller Support
Comcast
North Charleston, SC
07.2018 - 03.2019
- Contributed to the development of the team’s rapid response template to streamline communications and improve efficiency.
- Microsoft Outlook, Excel, PowerPoint to create training slides and schedules for new billing system CRM.
- Coordinate with training team, management, and engineers to report system updates pros and cons.
- Investigated recurring customer issues, identified root causes, and ensured resolution.
- Analyzed emerging trends customer data and specialist experience.
- Demonstrate effective problem solving skills.
- Knowledge about frequent business changes as a growing competitor in telecommunications.
XFINITY Mobile Tech 1 Care Representative
Comcast
North Charleston, SC
01.2018 - 06.2018
- Diagnosed and resolved technical issues for residential and business customers.
- Installed and configured cable, internet, and phone services using specialized tools.
- Collaborated with team members to ensure timely service delivery and customer satisfaction.
- Trained new technicians on equipment handling and troubleshooting procedures.
- Educated clients on proper device care to minimize future damage and improve longevity of their equipment.
- Led initiatives to improve customer feedback response times through effective communication strategies.
- Facilitated communication of new services, ensuring customers received precise and comprehensible information.
- Metrics driven behaviors to create best practices to ensure metrics are met and expectational customer service is provide.
- Performed routine maintenance and repairs on mobile equipment, ensuring operational efficiency.
- Diagnosed and resolved technical issues in mobile devices to enhance customer satisfaction.
- Collaborated with cross-functional teams to streamline installation processes for mobile services.
- Implemented process improvements that reduced service call times and increased first-time fix rates.
- Pursued continuous professional development opportunities, enhancing personal skills and staying at the forefront of industry expertise.
- Managed appointment scheduling efficiently, maximizing productivity while maintaining high levels of customer satisfaction.
- Delivered exceptional customer service through clear communication and empathy during challenging situations.
- Managed inventory levels of mobile parts, optimizing supply chain logistics for timely repairs.
XFINITY Tier 1 Support
Comcast
North Charleston, SC
01.2017 - 01.2018
- Passionate about learning and committed to continual improvement.
- Worked flexible hours across night, weekend, and holiday shifts.
- Managed time efficiently in order to complete all tasks within deadlines.
- Organized and detail-oriented with a strong work ethic.
- Leveraged sales-driven metrics to enhance performance analysis and strategic decision-making.
- Discovered customers needs by actively listening and responding to make the best recommendation for equipment and service.
- Proved successful working within tight deadlines and a fast-paced environment.
- Developed and maintained courteous and effective working relationships.
- Worked effectively in fast-paced environments.
- Demonstrated respect, friendliness, and willingness to help wherever needed.
- Excellent communication skills, both verbal and written.
Education
Diploma -
James Island Charter High
Charleston, SC06.2007
Skills
- Complex Problem Solving
- Flexible
- Order processing and case management
- Regulatory Compliance
- Professional email correspondence
- Root Cause Analysis
- Data Validation & Documentation Accuracy
- Microsoft Teams, Excel, OneNote, PowerPoint
- Analyzing data to make Cross-Functional Collaboration
- Process Improvement Support
- Inventory management
- Executive support
- Interpersonal skills
- Research and analysis
- Quality management
- Customer-oriented
- Problem resolution
Timeline
Floor Associate
Ross Stores
11.2023 - 05.2025
Xfinity Mobile Executive - Regulatory
Comcast
12.2019 - Current
Xfinity Mobile Executive Resolutions
Comcast
03.2019 - 12.2019
Xfinity Mobile Chronic Caller Support
Comcast
07.2018 - 03.2019
Xfinity Mobile Tier 2 Support
Comcast
06.2018 - 03.2019
XFINITY Mobile Tech 1 Care Representative
Comcast
01.2018 - 06.2018
XFINITY Tier 1 Support
Comcast
01.2017 - 01.2018
Diploma -
James Island Charter High