Alexandria Taylor
Memphis
Summary
Strong communicator with excellent organizational and time management skills. Efficiently manages multiple projects simultaneously while adhering to strict deadlines. Possesses excellent problem-solving skills, with the ability to think and act quickly, in an effort to find creative solutions. Willingness to take on added responsibilities to meet team goals. Motivated professional with the effective ability to build highly-motivated teams, as well as lead cross-functional teams in a fast-paced environment. People-first professional capable of fostering a positive rapport with clients/customers to ensure client/customer retention by utilizing clear, concise and helpful communication. Forward-thinking change enthusiast, eager to embrace different experiences in search of positive outcomes for community involvement, violence intervention, focus deterrence and social and economic growth.
Overview
19
19
years of professional experience
Work History
Outreach Support Services Assistant Coordinator
City Of Memphis-GVIP
11.2023 - Current
- Collect information from clients requesting assistance and support after being involved in gun-related situations.
- Coordinate services for clients, in conjunction with partnering providers, to assist with counseling, mental health care, legal assistance and other necessary resources.
- Participate in team meetings to discuss and evaluate client progress, in an effort to maintain comprehensive, timely and accurate client records.
- Contribute to community outreach and violence intervention initiatives.
- Facilitate inter-organizational cooperation with community agencies, county services, healthcare providers, education centers and community groups.
- Adhere to strict boundaries and professional ethics when receiving client information and referring those individuals to other organizations for assessments and assistance.
- Identify potential partnerships or methods for engagement with the local community, in an effort to combat gun violence and retaliatory practices within the community.
- Maintain a calendar for outreach events, while working closely with event promoters fostering positive initiatives and behavior modification changes within communities.
- Participate in service providers organizational events on violence prevention and intervention strategies, while focusing on improving communities capabilities to develop, deploy and scale evidence-based solutions to prevent gun violence and mitigate positive partnerships with community leaders.
- Maintain detailed records of client interactions, enabling accurate tracking of recurring issues and areas requiring improvement.
- Serve as a liaison between clients and internal departments, expediting resolution of complex cases while maintaining strong relationships.
- Assist in the development of departmental goals, aligning individual tasks to overarching objectives for increased effectiveness in achieving targets.
- Prioritize workload effectively to manage competing deadlines while maintaining a high level of responsiveness to incoming requests.
- Actively contribute to continuous improvements of support services, sharing insights and best practices with colleagues to foster a culture of excellence.
- Identify at-risk youth and offer resources and support to encourage behavior modification and the need to make better life choices.
- Enhance students' understanding of non-violent conflict resolution strategies through interactive workshops and presentations.
- Establish partnerships with local law enforcement agencies to enhance collaboration between schools and community organizations in addressing violence issues.
- Assist with the coordination of after-school activities aimed at promoting non-violent social interactions among students, resulting in decreased disciplinary issues related to aggression or bullying.
Assistant Men & Women’s Basketball Coach
Dyersburg State Community College
01.2015 - 07.2021
- Traveled across region to observe junior athletes and identify potential team recruits.
- Reviewed backgrounds and skills of potential players and coaches and initiated recruiting strategies to bring fresh talent to team.
- Counseled athletes on conflict resolution techniques and anger management to improve on-court and off-court behaviors.
- Managed drills and fitness circuits to bolster athletes' coordination and performance levels.
- Assisted head coach with recruiting of new players by attending scouting events and games.
- Recruited athletes by attending games, meeting with families, and presenting scholarship offers.
- Observed student-athletes' conduct and counseled athletes on proper conduct and avoidance of potentially risky situations.
- Participated in fundraising events, helping team bring in funds to pay for travel and other expenses.
- Represented school and athletic program in positive light locally and in media.
- Obtained and presented tapes of competing teams and professional teams to build strategy and demonstrate technique.
- Submitted purchase requests for new supplies, uniforms and equipment.
- Led practice sessions with players practicing drills, honing techniques and scrimmaging to put practiced skills into play.
- Developed and implemented effective training and skills development strategies to improve overall team performance.
- Developed in-depth and functional knowledge of basketball and rules and regulations associated.
- Assisted in developing student-athletes to fullest potential and performing under pressure.
- Acted as positive role model for team participants and in community.
- Assisted and advised students on academic issues and goals.
Customer Service Account Manager
ServiceMaster
08.2011 - 01.2015
- Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Took ownership of customer issues and followed problems through to resolution.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responsible for initiating the 'One Call Resolution', in an effort to ensure all issues and/or concerns are handled the first time reported.
- Responsible for adhering to all confidentiality requirements at all times.
- Responsible for 'Cross-Training and developing new CSRs.
- Responsible for ensuring my team promptly responds to all inquiries and requests from prospective customers. Responsible for facilitating inter-departmental communication, to effectively provide customer support. Responsible for providing accurate, specific and timely performance feedback for CSRs, to ensure compliance with customer protocols and procedures.
- Fostered an environment which encouraged continual process improvements, by working with the 'Fun Committee". Within this committee, we organized moral boosters to help effectively produce a positive work environment for all CSRs.
- Acted as a corporate liaison between customers and internal departments.
- Responsible for maintaining and training CSRs, in regards to service changes and policies.
Customer Service Representative
Brothers International
02.2008 - 01.2011
- Handled customer inquiries and suggestions courteously and professionally.
- Responded proactively and positively to rapid change.
- Maintained up-to-date knowledge of product and service changes.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Helped streamline repair processes and update procedures for support action consistency.
- Managed high levels of call flow and responded to technical support needs.
- Used ticketing systems to manage and process support actions and requests.
- Researched and identified solutions to technical problems.
- Attended telephone skills and program information training sessions to boost aptitude.
- Investigated and resolved customer inquiries and complaints in an empathetic manner. Met all customer call guidelines including service levels, handle time and productivity. Solved unresolved customer issues.
- Adhered to all confidentiality requirements at all times.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
- Developed highly empathetic client relationships and earned a reputation for exceeding service standard goals.
Performing Arts (Intervention) Teacher
Inspirational Keys MSC
08.2005 - 06.2007
- Encouraged students to perform well and learn from failure.
- Implemented effective classroom management techniques to provide a safe, productive and calm learning environment.
- Exposed students to diverse content to build perspective in drama pedagogy.
- Planned lessons to reflect group and individual student needs utilizing creative instruction.
- Adapted teaching strategies to remain inclusive to diverse learning styles, while encouraging students redirect emotional behaviors to ensure a safe, positive and constructive learning experience.
- Gathered, organized and analyzed data on student needs and progress.
- Developed interventions for students currently struggling or at risk of falling behind.
- Utilized diverse approaches in teaching, technology and behavior modification.
- Helped students improve academically, emotionally and socially through hands-on support.
- Delivered effective and differentiated classroom instruction to range of neurodiverse students.
- Taught performing arts, such as music theory, drama and dance to students with intellectual and/or emotional disabilities.
- Led activities that developed students' physical, emotional, and social growth while providing basic knowledge of performing arts.
Education
Pyschology - Behavioral Sciences
Arkansas State University
Jonesboro, ARGeneral Studies - Diploma
Poplar Bluff High School
Poplar Bluff, MO05.2000
Skills
- Exceptional Telephone Etiquette
- Personnel Training and Development
- Client Relations and Retention
- Time Management
- Effective Workflow Management
- Conflict Resolution Techniques
- Process Improvement
- Issue Resolution
- Customer Relations
- Verbal and Written Communication
- High Customer Service Standards Adherence
- Exceptional Interpersonal Communication
- Policy Enforcement
- Call Center Strategy
- Customer Experience Management
- Behavior Identification
- Quality Improvement Initiatives
- Early Intervention Services
- Student Development Evaluation
- Group Instruction
- Public Speaking
- Event Planning
- Victim Assistance
- Crisis Intervention
- Community Meetings
- Client Needs Assessment
- Information Confidentiality Methods
- Compassionate Listening and Verbal Communication
- Prevention Strategies
- Prevention Programs
Timeline
Outreach Support Services Assistant Coordinator
City Of Memphis-GVIP
11.2023 - Current
Assistant Men & Women’s Basketball Coach
Dyersburg State Community College
01.2015 - 07.2021
Customer Service Account Manager
ServiceMaster
08.2011 - 01.2015
Customer Service Representative
Brothers International
02.2008 - 01.2011
Performing Arts (Intervention) Teacher
Inspirational Keys MSC
08.2005 - 06.2007
Pyschology - Behavioral Sciences
Arkansas State University
General Studies - Diploma
Poplar Bluff High School