Lasan Scott

Experience

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  Wells Fargo

  Feb 2009 - Mar 2013

  Loan Servicing Specialist

  Resolved product or service problems by clarifying the customer's complaint; determined the cause of the problem; selected and explained the best solution to solve the problem; expedited correction or adjustment; followed up to ensure resolution.Team Lead/Mentor for new hires and lower skill set representatives.Provided answers to questions about payment research, loan modifications and adjustable-rate mortgage. Reviewed all terms and conditions of loan documentation.Recorded pertinent information in servicing system, obtained through verbal or written communication, including payment arrangements and other critical information. Remained in close communication with the loss mitigation and bankruptcy departments to guarantee no delays in the foreclosure process. Show less

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  Frederick County Public Schools

  Nov 2010 - now

  Basketball Coach

  Develop ideas and maximize players performance, helping players understand how their individual contributions fit into the larger team dynamic, ensuring that the team puzzle comes together cohesively.Facilitated group and individual sessions where concerns related to juveniles can be communicated and resolved, aiming to create a safe and supportive environment.Teaching not only the fundamentals of the sport but also how the team strategy and tactics are executed is essential. Coach and teach the importance of maintaining resilience and focus under pressure. Helping players develop mental toughness, teaching them how to maintain composure, focus, and resilience when facing pressure.Intervening in crises, managing the situation, and de-escalating conflicts to maintain harmony and prevent further issues. This is especially relevant in working with juveniles, where emotions can run high.6 Focused on inspiring and encouraging players to reach their full potential, both on and off the court. The major emphasis is on personal growth and helping individuals become the best version of themselves through motivation and support.Observing students/players to identify and correct negative behaviors is essential for maintaining a positive team environment.Being able to communicate effectively with players from different ethnic backgrounds is essential for fostering inclusivity and understanding within the team Show less

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  Costco Wholesale

  Feb 2014 - Jun 2015

  Receiving Clerk

  Resolved product or service problems by clarifying the customer's complaint; determined the cause of the problem; selected and explained the best solution to solve the problem; expedited correction or adjustment; followed up to ensure resolution.Team Lead/Mentor for new hires and lower skill set representatives.Recommended feasible solutions to resolve existing problems and facilitated implementation of same. Reviewed all terms and conditions of loan documentation.

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  UnitedHealth Group

  Jun 2015 - now

  Analyze operational data to spot inefficiencies, areas for cost savings, and provide recommendations that improve the process and enhance consumer experience. Monitor operational reports & performance metrics. Track and interpret key performance indicators (KPIs) and metrics that have a direct impact on consumer experience and overall operational efficiency. Engage in live monitoring situations such as War Room efforts, Customer Relationship Center (CRC) trends, or any technical outages. Collaborate with cross-functional teams, including but not limited to Claims, Call Operations, IT, Sales and Enrollment, to identify, discuss and implement enhancements and process improvements. Participate in strategic planning and contribute to the broader strategic direction of the company by using operational insights to help set goals and initiatives that drive long-term success. Demonstrate readiness to interpret complex data sets and distill them into clear, actionable insights for senior leadership. Show less Compiled data related to available resources, benchmarks, and prioritized tasks for completion. Analyzed insurance organizational structures, examined key documents such as common clauses and policies and identify opportunities to contribute and improve entire enterprise. Actively sought opportunities for process optimization, cost reduction, or other initiatives. Collaborated with various departments to ensure initiatives and tasks were aligned across the organization, promoting synergy and eliminating silos. Proactively sought out mentors and learning opportunities from those with deep experience to accelerate personal and team performance. Contacted insurance companies to ascertain pertinent information regarding policies and payment information. Show less Interpreted and analyzed all call volume data to ensure service levels and customer satisfaction goals were met. Accountable for monitoring workforce planning initiatives for long term plans. Monitored daily service levels, productivity, and adherence to alerting management of negative performance. Responsible for planning and scheduling real-time monitoring of staff levels and adjusting as necessary. Monitored Workforce Analysts' queue management performances and agent skill change recommendations. Created shift schedules based on department needs. Show less Researched essential and relevant information to respond and resolve customer inquiries on first call resolution. Communicated effectively with each member to foster strong relationships. Exhibited commitment to high quality results through use of time, resources and work effort. Explored workable solutions to resolve issues on behalf of the customer. Mentored teammates on how to provide first call resolution by identifying the issue, call type, needs such as benefits, eligibility, claims, financial spending accounts and correspondence.Communicated through correspondence with members and providers regarding claim payment or required information using clear, simple language to ensure understanding. Demonstrated a mindset of career-long continuous learning. Show less

  • Consumer Experience Analyst

    Nov 2023 - now

  • Coordination of Benefits

    Nov 2017 - Nov 2023

  • Work Force Management Analyst Internship

    Aug 2017 - Nov 2017

  • Member Services/Team Lead

    Jun 2015 - Aug 2017