Brandon Taylor
Atlanta,GA
Summary
Detail-oriented customer support professional with experience in high-volume contact centers, monitoring calls, reviewing web reports, and supporting service standards. Skilled in problem solving, performance metrics evaluation, and technical troubleshooting, with a strong focus on compliance, accuracy, and customer satisfaction.
Overview
15
15
years of professional experience
Work History
Package Handler
UPS
Atlanta, GA
03.2023 - Current
- Lifting and handling irregular packages over 75 lbs from conveyor belt in a fast-paced work environment.
- Organizing, stacking, and loading packages onto a freight cart for loading onto a trailer.
- Scanning package labels to verify tracking and routing accuracy.
Quality Assurance Specialist
Sertec
Atlanta, GA
01.2023 - 12.2025
- Reviewed interaction quality and operational metrics to enhance service delivery consistency.
- Monitored daily calls and web reports to ensure adherence to customer communication standards and meet contractual performance requirements.
- Collaborated with management and staff to clarify QA standards and ensure compliance.
Customer Service Representative
Sertec
Atlanta, GA
08.2016 - 01.2023
- Handled inbound customer support via phone and web.
- Managed high call volume while keeping communication professional and courteous.
- Resolved customer questions and concerns while meeting service standards and performance benchmarks.
Customer Support Representative
Alorica
Atlanta, GA
07.2011 - 08.2016
- Handled Alorica customer inquiries via phone and email support.
- Processed billing questions and payment concerns for Alorica customers.
- Assisted customers with password resets and basic technical troubleshooting.
Education
High School Diploma -
North Technical High School
St Louis, MO05-2005
Skills
- Customer service and support
- Problem solving and analysis
- Quality assurance processes
- Attention to detail
- Performance metrics evaluation
- Technical troubleshooting skills
- Product knowledge
Timeline
Package Handler
UPS
03.2023 - Current
Quality Assurance Specialist
Sertec
01.2023 - 12.2025
Customer Service Representative
Sertec
08.2016 - 01.2023
Customer Support Representative
Alorica
07.2011 - 08.2016
High School Diploma -
North Technical High School