James Taylor

• Led team in achieving operational efficiency and service excellence standards
• Analyzed service metrics to identify areas for improvement and set performance expectations for the team, monitoring progress towards goals and providing constructive feedback to team members
• Assisted with job interviews for New Hires
• Identified opportunities to enhance New Hire Training and partnered with design team to facilitate changes to the learning curriculum

Handled executive level escalations including researching issue and providing customer resolution

Facilitated huddles with PCET reps to educate on PCART roles & responsibilities

Facilitated Membership Rewards training for Manilla CCPs onboarding in PCET

Active participant in Customer Excellence Group, providing feedback on multiple initiatives

Supported USCG with servicing requests

• Resolved customer inquiries efficiently, enhancing overall satisfaction and retention
• Managed complex customer issues, leveraging problem-solving skills to achieve positive outcomes
• Trained new team members on customer service protocols and best practices, fostering a collaborative environment
• Coached 3 New Hire classes, readying the learners to be effective and efficient in their jobs