Results-driven Call Center professional focused on developing and leading exceptional call center teams. Motivational leader with a strong record of success in the field.
Hi, I’m
Daphne L. Taylor
Monee,IL.
Summary
Overview
11
years of professional experience
Work History
ComcastTinley Park, IL.
Customer Care Supervisor
08.2017 - Current
Job overview
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows to meet any daily demand.
- Assists employees with day-to-day work and complex problems by applying motivational and analytical strategies.
- Monitoring of metrics and developed actionable goals to improve efficiency and performance.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Compiled and analyzed customer feedback data to develop new strategies and corrective action.
- Evaluated interactions between associates and customers to assess personnel performance and customer satisfaction.
- Prepared daily call efficiency reports to assist business leaders with key decision making and strategic operational planning.
- Exceeded team goals and collaborated with staff members to implement customer service initiatives.
- Increased efficiency and team productivity by promoting operational best practices.
- Implemented incentives and team-building events to boost morale.
ComcastHouston, TX.
Customer Care Tech Support Supervisor
05.2014 - 08.2017
Job overview
- Managing staff, including, but not limited to, attendance, performance and development.
- Coaching and training of agents to meet performance metrics.
- Handles difficult customers escalated from representatives including, but not limited to troubleshooting and escalated issues.
- Monitors agents productivity, prepares and delivers performance appraisals.
- Monitors daily/weekly/monthly progress towards goals: (focus on quality, service level and customer satisfaction surveys).
- Identifies performance gaps and preparation of performance improvement plans and corrective actions as needed.
- Participation in employee engagement team to promote healthy work environments, career progression and employee satisfaction.
- Interviewing of potential candidates.
- Evaluated interactions between associates and customers to assess personnel performance and customer satisfaction.
- Developed new employees and on-going performance assessment of current employees.
- Monitored metrics and developed actionable goals to improve efficiency and performance.
- Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
Pyramid ElectricMilwaukee, WI.
Office Manager
01.2013 - 12.2013
Job overview
- Developed, analyzed and researched files spreadsheets and flow logs.
- Tracking of material.
- Reviewing and authorizing orders of office supplies, equipment and materials.
- Evaluation and approval of timesheets and expense reports.
- Scheduling service calls for electricians.
- Planning and implementing orientation for new staff.
- Assisting with customer inquiries.
Anthem CollegeBrookfield, WI
Admissions Representative
10.2012 - 12.2012
Job overview
- Acted as contact for prospective students seeking information for Anthem High School.
- Performed follow-up to inquiries by phone and/or emails to follow through on student’s enrollment and assess their educational needs.
- Explained benefits and objectives of AHS program.
- Prepared presentations to promote programs, conduct tours, and attend training.
- Developed new leads through referral and networking.
Education
Cardinal Stritch University
BA from Business Administration
2006
University Overview
Skills
- Training and Development
- Team Leadership and Building
- Excellent time management and interpersonal communication skills
- Customer-focused with excellent conflict resolution
- Performance improvements and yearly Appraisals
- Employee Coaching, with focus on adherence to high customer service standards
- Creative Thinking
- Workflow Assessments
- Customer Experience Improvement
- Escalation Management
- Process and Performance Improvement
- Interdepartmental Collaboration
- Best Practices Management
- Data Communications
- Continuous Quality Improvement (CQI)
- Contact Management Systems
- Research
Affiliations
Affiliations
- Toastmasters
- W.I.C.T. – Women in Cable Technologies - Signature events committee/Membership Chair
- Women’s Network – Co Lead - Commerce Committee
Achievements/Volunteer
Achievements/Volunteer
- Internet Essentials Ambassador
- Xfinity Xchange Ambassador
- United Way site champion
- Engagement Committee
- Toys for Tots site champion
- Structure Supervisor of the month 10 out of 12 months
- Supervisor of the year (2018 & 2019)
- Graduated from the Rising Stars Program 2018
Timeline
Customer Care Supervisor
Comcast
08.2017 - Current
Customer Care Tech Support Supervisor
Comcast
05.2014 - 08.2017
Office Manager
Pyramid Electric
01.2013 - 12.2013
Admissions Representative
Anthem College
10.2012 - 12.2012
Cardinal Stritch University
BA from Business Administration
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