1. Marjorie Scott
20046 Pierson Street, Detroit, Michigan 48219
(313) 300-1413
msscott0401@gmail.com
Career Objective
To obtain a position within an organization that offers growth and development where leadership and
customer service skills can be utilized to the maximum potential.
Summary of Qualifications
 Superior Customer Service and Leadership skills
 Exceptional Multi-tasking and Problem Solving skills
 Organizational and Interpersonal skills
 Strong relationship/team building skills
 Contract and Case Management abilities
 Proficient in research and negotiation
 Knowledgeable Accounts Payable skills
 Excellent oral and written communication skills
 Experienced in MS Office, and Adobe; Prolog, Timberline and Encompass databases
Areas of Core Competencies
Analysis, investigation and resolution, interpersonal relations, computer applications, networking,
ethical, diligence, database management, administration and management. Demonstrated abilities to
lead high performance and specialized teams through effective communication while focusing on
continual change.
Professional History
Concentrix Staffing, Warren, MI 10/2014 - Current
Voice of the Customer Advisor at General Motors Corporation
 Demonstrated ability to maintain caseload while working as a partner with the Dealer Customer
Experience Manager, District Manager Aftersales and Team Leader while actively adhering to
Government Lemon Laws requirements as dictated by the BBB & State Agencies
 Advocate for customers by building strong business cases in order to reach a fair and impartial
agreement for all parties involved
 Assess the needs of each client to ensure proper expectations and goals are provided while
guiding them through to resolution
 Accurately complete documentation for Data Share and Business Cases to assist with making
final decisions while working with the Customer Experience Manager
 Utilize negotiation skills to remain within compliance with empowerment guidelines; eligibility
determination and process (i.e. providing cost assistance, reimbursement, goodwill)
 Provide support to OnStar Subscribers
 Develop training materials, including processes and procedures to train new employees
Aerotek Staffing, Warren, MI 10/2013 – 10/2014
Senior Advisor at General Motors Corporation, Warren, MI
 Provided appropriate resolution to inbound customer questions and concerns while establishing rapport
and enhancing customer experience; handled the unpredictable customer in a professional manner
 Provided case management to approximately 30-60 cases daily, from case start-up to
finalization while utilizing various databases to achieve a mutual resolution

2. M.SCOTT 2
 Partnered with dealer sales and service management to assist with customer resolution
 Researched and utilized various databases to achieve determination
 Build cases and document thoroughly while promoting a positive customer experience
 Adequately screen inbound calls to determine the correct department to assist with the
customer’s needs
 Assisted with training of new employees on processes and procedures to adequately perform
the job duties
The Sanders Law Firm, Detroit, MI 01/2010 – 10/2013
Legal Secretary
 Organized and prioritized caseloads for attorneys
 Composed and revised legal documents including letters and depositions by reviewing
documents, forms and correspondence for completeness and accuracy
 Researched information from medical documents and police records to obtain facts, and compile
data and other specific details
 E-filed court documents
 Proofread and submitted documents to attorneys for review
 Coordinated and scheduled meetings and telephone conferences
 Maintained calendar by recording and monitoring court appearance dates
Education Background
Bachelors of Science in Business Administration – University of Detroit Mercy, Detroit, MI