Chenelle Taylor
Silver Spring,United States
Summary
Knowledgeable and dedicated customer service professional with extensive experience in financial services and healthcare. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, efficiency and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
14
14
years of professional experience
Work History
Travel Consultant
AMERICAN EXPRESS
01.2022 - 11.2023
- Upheld exceptional customer service standards while meeting and exceeding call center metrics and statistics, demonstrating a commitment to delivering top-notch service
- Actively engaged in ongoing training and certifications to stay abreast of federal financial policies, maintain up-to-date credentials, and enhance professional expertise
- Asked open-ended questions to better ascertain client needs and determine best international travel offerings.
- Advised clients on visa, passport and security requirements relating to destinations and confirmed flight details for each reservation.
- Handled sensitive information with professionalism and discretion.
Customer Service Representative
SPARKS
05.2015 - 10.2018
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Utilized customer service software to manage interactions and track customer satisfaction.
Call Auditor & Quality Assurance
Midtown
11.2015 - 06.2016
- Enhanced call center performance by implementing quality monitoring processes and providing feedback to agents.
- Improved customer satisfaction ratings by analyzing call recordings and identifying areas for improvement.
- Conducted regular evaluations of agent interactions, ensuring consistency in delivering exceptional service.
- Maintained detailed records of quality evaluations, providing valuable insights for ongoing performance reviews and improvement initiatives.
- Facilitated regular calibration meetings with supervisors, aligning evaluation standards for consistent results throughout the team.
Administrative Assistant & Human Resources
C & C Security Solutions
06.2009 - 05.2013
- Responsibilities included scheduling meetings and crafted presentations for prospective clients to support business development
- Streamlined HR processes by implementing efficient filing systems and maintaining organized employee records.
- Organized ongoing professional development opportunities for staff members to foster continuous learning within the organization.
- Maintained compliance with labor laws and regulations through diligent record-keeping and timely submission of required documentation.
- Provided administrative support to HR leadership, assisting with scheduling appointments, maintaining calendars, and preparing meeting materials as needed.
- Filed paperwork, sorted, and delivered mail and maintained office organization.
Education
Business Management & Human Resources -
UNIVERSITY OF PHOENIX
General Studies -
Oakland Community College
Skills
- Communication Skills
- Quality Assurance and Coaching
- Self-motivation
- CRM
- Computer Skills
- Customer Satisfaction
- Critical thinking and problem solving
- Constructive Feedback
- First Call Resolution
- Fast Learner
- Interpersonal Skills
- Care Coordination
- Ability to Multitask
- Effective Time Management
- Leadership
- Decision Making
- Adaptability
- Scheduling
Timeline
Travel Consultant
AMERICAN EXPRESS
01.2022 - 11.2023
Call Auditor & Quality Assurance
Midtown
11.2015 - 06.2016
Customer Service Representative
SPARKS
05.2015 - 10.2018
Administrative Assistant & Human Resources
C & C Security Solutions
06.2009 - 05.2013
Business Management & Human Resources -
UNIVERSITY OF PHOENIX
General Studies -
Oakland Community College
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