Harold Taylor
Grand Prairie,TX
Summary
Dynamic and experienced Technical Customer Service Manager with over 16 years of success in leading and managing customer service teams. Skilled in analytical thinking, communication, and team collaboration. Proficient in Microsoft Office and adept at providing exceptional customer service. Proven track record in delivering high-quality support and resolving complex technical issues. Recognized for strong leadership abilities and ability to inspire and motivate teams. Dedicated to ensuring customer satisfaction and driving business growth. Committed to continuous improvement and staying up-to-date with industry trends. Adept at building strong relationships with customers and stakeholders. Seeking new challenges and opportunities to apply my expertise in delivering exceptional customer service and managing technical support operations.
Overview
1
1
Certification
22
22
years of professional experience
Work History
Technical Customer Service Manager
AT&T
06.2008 - Current
- Currently serving as a Technical Customer Service Manager at AT&T, where I oversee a team of customer service representatives and ensure the delivery of exceptional technical support to customers.
- Utilize analytical thinking skills to identify and resolve complex technical issues, ensuring customer satisfaction.
- Collaborate with cross-functional teams to develop and implement effective customer service strategies and processes.
- Provide leadership and guidance to team members, fostering a collaborative and high-performing work environment.
- AT&T Summit Recipient 2024
Wireless Technical Customer Service Manager
Cingular Wireless
Little Rock, Arkansas
04.2004 - 06.2008
- Managed the Center for Customer with Disabilities
- Met with stakeholders to determine business requirements for software and devices
- Ensured that products and services met expectations within scope, cost and quality
- Ensured that regulatory requirements were followed
- Always produced quality products without defects
- Managed Call taking experts that Managed outages
- Resolved outages within the SLA time frames
- Lead the center in performance year after year
- Created business continuity documents in case of a work stoppage
- Resolved complex issues by conducting focus groups
Education
Political Science
University of Arkansas at Pine Bluff
Skills
Technical Customer Service
Analytical Thinking
Communication
Team Collaboration
Microsoft Office
Project Management
Agile
Scrum
Certification
Project Management Professional (PMP)
CERTIFICATION NUMBER; 3912105
Comptia Security + Certified
CANDIDATE ID: COMP001022852965
Timeline
Technical Customer Service Manager
AT&T
06.2008 - Current
Wireless Technical Customer Service Manager
Cingular Wireless
04.2004 - 06.2008
Political Science
University of Arkansas at Pine Bluff