Scotty R. Fletcher
Elizabethton
Summary
Dynamic professional with extensive experience in compliance oversight and effective communication at Citi Commerce Solutions. Proven track record in data analysis and team collaboration, leading to significant reductions in errors during SCRA processing. Skilled in managing complex customer escalations while ensuring high-quality service and client satisfaction.
Overview
15
15
years of professional experience
Work History
Retirement Plan Services
CITI Commerce Solutions
01.2025 - Current
- Reviewed client retirement plan account contributions and deductions to ensure compliance with state guidelines for withdrawals and withholdings.
- Coordinated processes for clients reaching state age requirements for distributions to ensure timely and accurate payments.
- Ensure payment to client is made correctly based on requests.
- Executed retirement plan service maintenance tasks to enhance operational efficiency.
- Update client accounts to current, default, or closed status based on account activity.
- Facilitated training for new representatives on departmental procedures and systems.
- CITI Bank - Retirement Plan Services
SCRA Department Quality Control
CITI Commerce Solutions
03.2022 - 12.2024
- Monitored SCRA representatives to ensure compliance with processing standards for SCRA requests.
- Validated compliance with minimum standards for CITI and the US Government.
- Issue ASPENS (error reports) for applications and processing containing errors by representatives.
- Coach and train representatives on any procedural or system errors resulting in reduction of overall errors within the department.
- Coach and train representatives on any procedural or system errors resulting in reduction of overall errors within the department.
- Use of multiple software services such as the DOD (Dept. of Defense website, PEGA, all Microsoft office applications, Web-view, Lexus Nexus, etc.) to perform daily tasks.
- Closely monitor representatives to ensure all steps are properly taken in each application process.
- Analyzed and improved processes in the SCRA department at CITI Bank to maintain quality standards.
Escalation Specialist 5
CITI Commerce Solutions
08.2019 - 03.2022
- Handle complex customer escalations to de-escalate customer concerns.
- Partner with Team Unit Manager on projects and team performance.
- Facilitated new hire nesting for THD PROX.
- Oversaw scheduling needs and executed various tasks during manager’s absence.
- Oversaw Recon project to decrease the number of web-tool dispute clericals.
- Served as subject matter expert to enhance clarity and effectiveness of policy updates.
- Trained and coached new representatives to the department via a classroom setting as well as side by side training for one-on-one learning.
- CITI Bank - Escalation Specialist 5
Customer Service Representative
CITI Commerce Solutions
08.2015 - 08.2019
- Assisted Home Depot commercial customers with comprehensive customer service, addressing inquiries and issues efficiently.
- Processed customer payments, resolved billing issues, and answered general inquiries to enhance customer satisfaction.
- Solve complex billing issues and resolve payment issues in a timely manner.
- Vast Knowledge of PROX (Large scale commercial account) customers and services provided.
- Use of multiple computer programs both windows based as well as internal systems for account maintenance, account review, and representative reporting.
- Assist both internal and internal customers.
- Delivered prompt customer support during on-call shifts.
- CITI Bank - Customer Service Representative
Customer Service Representative
Sprint Mobility
Blountville
12.2014 - 06.2015
- Provided customer support in a fast-paced call center setting.
- Resolved customer cell phone issues and concerns effectively.
- Achieved one call resolution for each caller.
- Addressed frontline complaints, achieving satisfactory resolutions.
- Upsold Customer on new products and upgrades.
- Troubleshot customers' hardware and software issues.
- Leveraged extensive knowledge of technology and plans to assist customers.
Correctional Officer
Carter County Sherriff’s Department
Elizabethton
10.2013 - 06.2014
- Ensured inmate safety through vigilant monitoring and adherence to protocols.
- Enforced regulations to foster a safe and compliant environment within the jail.
- Conduct corrective actions on noncompliant inmates.
- Secured jail premises to prevent unauthorized access and maintain order.
- Monitor camera systems throughout the jail.
- Engaged in training programs to stay updated on best practices.
- Trained new officers as they began employment with the Sheriff’s Office.
Nurse Intern 4
Franklin Woods Community Hospital
Johnson City
05.2011 - 10.2012
- Provided comprehensive care for patients with acute illnesses in the emergency department.
- Triaged Patients as they came into the emergency department.
- Delivered IV interventions according to physician instructions.
- Collaborated with respiratory therapy, occupational therapy, physical therapy, and other departments to enhance patient outcomes.
- Achieved BLS certification to ensure readiness for emergency situations.
- Managed patient care and administrative tasks across multiple computer systems to ensure efficient treatment and payment processing.
- Have a general knowledge of medical coding both for treatment and billing.
- Carried out all other duties expected of a Registered Nurse.
Education
B.S. - Health Care Administration
University of Phoenix
Phoenix, AZ12-2026
Associate of Science Degree - Registered Nursing
Northeast State Community College
Kingsport, TN05-2011
High School Diploma -
Unaka High School
Elizabethton, TNSkills
- Compliance oversight
- Regulatory compliance
- Health care management
- Data analysis
- Client support
- Team collaboration
- Effective communication
References
- Autumn Williams, Ballad Health, 423-480-2328
- Meagan Clawson, Appalachian Highlands Care Network through Ballad Health, 423-512-1478
- Shae Norris, Veteran’s Affairs, Johnson City, TN, 423-823-4168
- Wes Barnett, Sunday School Teacher, 423-433-7201
Timeline
Retirement Plan Services
CITI Commerce Solutions
01.2025 - Current
SCRA Department Quality Control
CITI Commerce Solutions
03.2022 - 12.2024
Escalation Specialist 5
CITI Commerce Solutions
08.2019 - 03.2022
Customer Service Representative
CITI Commerce Solutions
08.2015 - 08.2019
Customer Service Representative
Sprint Mobility
12.2014 - 06.2015
Correctional Officer
Carter County Sherriff’s Department
10.2013 - 06.2014
Nurse Intern 4
Franklin Woods Community Hospital
05.2011 - 10.2012
B.S. - Health Care Administration
University of Phoenix
Associate of Science Degree - Registered Nursing
Northeast State Community College
High School Diploma -
Unaka High School