Summary
Overview
Work History
Education
Skills
Websites
Timeline
RegisteredNurse
Beverly Autry Taylor

Beverly Autry Taylor

Clyde,NC

Summary

Resourceful Specialist offering expertise in problem-solving, data analysis and customer service. Adept at quickly learning new technologies and processes for driving success. Proven track record of successfully managing multiple projects and developing innovative solutions. Skilled Customer Support Specialist focused on maximizing Customer Satisfaction through effective use of listening , problem solving and deescelation abilities. Top-notch communicator with excellent time management, administrative and customer service skills. Reliable business professional with experience in project management, process improvement and financial analysis. Proven track record of successfully streamlining business operations and reducing costs. Adept at analyzing data to identify trends and developing strategies to improve efficiency.

Overview

12
12
years of professional experience

Work History

Fully remote B2C chat, email, phones specialist

Pro Source
10.2021 - Current
  • I perform functions such as data entry, data management and data retrieval
  • I type 45 wpm accurately
  • I use decision-making skills in responding to customers' questions with empathy and kindness
  • I suggest, promote, and guide customers
  • I utilize Workday, GoodTime, Octa, Bento, Aspect, GSuite, Skype, Microsoft Office Suite, and Slack
  • I converse with both external and internal customers in a polite and professional manner
  • I consistently maintain high CSAT, KPI, and Metrics.

Hybrid remote guest support specialist sales and lodging

Biltmore Estate
09.2020 - 10.2021
  • Answered incoming calls, chats, and emails
  • Processed all reservation requests, changes, and cancellations
  • Identified guest reservation needs and determined appropriate room type
  • Verified availability of room type and rate
  • Explained guarantee, special rate, and cancellation policies
  • Accommodated and documented special requests
  • Answered questions about the property, facilities, services, and room amenities
  • Followed sales techniques to maximize revenue
  • Input and accessed data in the Etix reservation system
  • Followed proper escalation procedures when addressing guest concerns
  • Attended to the customer's needs with one encounter resolution
  • Managed reservations using Windows, Voice Agent, SMS, and Etix platforms
  • Provided product and service information accurately and appropriately
  • Maintained equipment by reporting all issues quickly
  • Improved quality results by adhering to standards and guidelines
  • Recommended and improved procedures
  • Accomplished high sales and metrics goals consistently.

Spherion
08.2012 - 08.2020
  • Performed administrative tasks as assigned
  • Analyzed problems, determined approach, compiled, and analyzes data, and prepares reports/recommendations
  • Identified any issues or trends and brought them to the attention of the management team
  • Performed critical and confidential assignments
  • Worked on special projects as assigned
  • Other duties as assigned ; cash application, and accounts receivable
  • Created spreadsheets with accuracy
  • Performed data entry
  • Supervised data verification by comparing it to source documents
  • Updated existing data in electronic documents
  • Managed the customer database
  • Proven managerial experience in client services in fast-paced environment
  • Knowledge of word processing tools and spreadsheets (MS Office Word, Excel etc.) Good command of English both oral and written
  • Great attention to detail
  • Banking and Healthcare client services
  • Handled calls from customers and provided them with excellent customer service
  • Discussed sensitive matters to determine clients needs
  • Held meetings with agents and/or team leaders to foster team building goals
  • Supported ongoing E learning and training
  • Scheduled agents to ensure coverage
  • Carried out various other team needs and professional services such as; business research, legal services, and financial analysis.

Education

Clyde A Erwin HS
Asheville, NC
06.1992

Skills

  • Customer Relations
  • Expert Problem Solving
  • Documentation Management
  • Quality Assurance
  • Management collaboration
  • Advanced Communication
  • Technical communication
  • Proficient in Software
  • Quality Assessment
  • Supply Management
  • Expert in Software
  • Analytical Thinking
  • Process Improvement
  • Issue Research

Timeline

Fully remote B2C chat, email, phones specialist

Pro Source
10.2021 - Current

Hybrid remote guest support specialist sales and lodging

Biltmore Estate
09.2020 - 10.2021

Spherion
08.2012 - 08.2020

Clyde A Erwin HS

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Beverly Autry Taylor