D'Angela Taylor
Magnolia,TX
Summary
Self-motivated Manager successful in collaborating with consultants, area leaders and employees to streamline and strengthen processes and control costs. Highly organized and detailed collaborator with solid record of accomplishment in meeting and exceeding business targets. In-depth knowledge of operational and budget management techniques.
Overview
12
12
years of professional experience
Work History
Customer Service Specialist
Farmers Insurance Agency
, TX
02.2024 - Current
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Updated databases with new and modified customer data.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Maintained accurate records of customer interactions and transactions.
- Provided quotes on various types of insurance policies.
- Applied basic insurance underwriting knowledge to evaluate and analyze information.
- Participated in team meetings and contributed to team goals and objectives.
- Coordinated with insurance agents and underwriters to facilitate policy adjustments.
Manager
TravisMathew LLC
, TX
01.2022 - 08.2023
- Determined project staffing needs and led resource management.
- Managed multiple projects with competing deadlines simultaneously.
- Developed and updated project plans to document objectives, technologies, schedules, and funding.
- Exceeded established service goals while leveraging customer service, sales and employee management best practices.
- Audited customer account information to identify issues and develop solutions.
- Displayed strong telephone etiquette, effectively handling difficult calls.
Area Manager
PSEB
, TX
05.2017 - 01.2022
- Analyzed business performance data and forecasted business results for upper management.
- Oversaw the recruitment process for new staff members including interviewing and training.
- Conducted team meetings via in-person, phone, email, and virtual meeting platforms.
- Boosted revenues by delivering effective sales training, issue resolution techniques and staff mentoring on company's web-based system.
- Provided guidance on the implementation of new policies and procedures.
Operations Manager
Tyler's
, TX
07.2016 - 05.2017
- Measured and reviewed performance via KPIs and metrics.
- Assisted customers with placing orders, returning products, resolving billing issues and other customer service related tasks.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Implemented policies and standard operating procedures and managed quality, customer service and logistics.
- Oversaw financial management, budget management, accounting and payroll activities.
Area Manager
Wilson's Leather Outlet
, TX
01.2013 - 06.2015
- Performed variety of clerical and administrative duties pertaining to on-site support.
- Prepared staff work schedules and assigned team members to specific duties.
- Used strong issue resolution and communication skills to cultivate and strengthen lasting client relationships.
- Sourced and recruited top talent for various retail store positions and verified recruiting processes to meet store personnel requirements.
- Coached, developed and motivated team to achieve revenue goals.
- Tracked monthly sales to generate reports for business development planning.
Education
Associate of Science - Nursing
Lone Star College System
Spring, TXBachelor of Science - Mathematics
Prairie View A & M University
Prairie View, TXSkills
- Effective Communication (verbal and written)
- Customer Experience Manager
- Quality Assurance Controls
- De-Escalation Techniques
- Call logging
- Payment Processing
- CRM Software
- Call follow-up
- Building rapport
- Analytical
- Data Analysis (charts, graphs and tables)
- Critical Thinker
- Time Management
- Independent Worker
- Supportive Team Member
- Telephone Etiquette
- Staff Management
- Advanced Microsoft 365
- Customer Relations Specialist
- Account Updating
- Customer Support
- Microsoft Teams, Zoom, Skype,
- PowerBI and Microsoft Access
- Script adherence
- Inbound phone calls
- Documentation skills
- Data Entry
- Verifying data accuracy
- Maintains confidentiality
- Quotes and sales
- Upselling
- Property insurance
- Insurance terminology
Timeline
Customer Service Specialist
Farmers Insurance Agency
02.2024 - Current
Manager
TravisMathew LLC
01.2022 - 08.2023
Area Manager
PSEB
05.2017 - 01.2022
Operations Manager
Tyler's
07.2016 - 05.2017
Area Manager
Wilson's Leather Outlet
01.2013 - 06.2015
Associate of Science - Nursing
Lone Star College System
Bachelor of Science - Mathematics
Prairie View A & M University
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