Joel Taylor
Atlanta
Summary
Results-driven creative candidate with experience in workforce management professional with a strong track record in strategic workforce planning, team collaboration, and delivering impactful results. Recognized for adaptability in dynamic work environments and expertise in workforce analytics and process improvement. Committed to providing innovative solutions and embracing opportunities for growth within the organization.
Overview
9
9
years of professional experience
Work History
Customer Care Representative I
Quest Diagnostics
2023.08 - Current
- Executed incoming and outgoing call protocols to provide patients with accurate lab results and enhance patient care.
- Informed clients about the progress of results, distinguishing between final and pending statuses to manage expectations.
- Reviewed and updated lab results to include essential tests that were missing.
- Participated in workforce management program, focusing on developing expertise in traffic analysis and its impact on organizational efficiency.
- Managed reporting systems to ensure accurate tracking of workforce metrics and performance trends.
- Mentored junior analysts on best practices in workforce management analytics techniques.
Call Center Agent
Fortuna BMC
2021.10 - 2022.04
- Monitored and addressed high volumes of incoming calls, maintaining effective communication and service standards throughout all hours.
- Guided clients through application status updates, confirming all prerequisites for processing were met.
- Adapted to evolving program and policy frameworks to provide clients with precise and timely information.
- Utilized CRM systems to document interactions and maintain accurate customer records.
- Demonstrated empathy and understanding when dealing with difficult situations, ultimately diffusing tension while finding satisfactory resolutions.
Emergency Advocate II, Assistant Emergency Coordinator
Lorain County Community Action
2018.10 - 2021.10
- Assessed client conditions and matched available services to effectively support their requirements.
- Reviewed and verified online client applications to ensure compliance with submission standards.
- Assisted in organizing and executing daily responsibilities of emergency services coordination to ensure effective operations.
- Evaluated application processes through detailed reporting and proposed actionable insights for optimization.
- Collaborated with team members to refine operational processes, improving service delivery efficiency.
- Trained new staff on organizational policies, procedures, and best practices for program implementation.
Collector
HS Financial Group
2016.12 - 2018.06
- Assisted clients in navigating options to address outstanding account balances, ensuring a positive service experience.
- Facilitated customer understanding of program requirements, providing support to avoid disqualification from arrangements designed to settle debts.
- Contacted customers to discuss payment schedules and set up or immediately process payments.
- Reduced outstanding debts by implementing strategic collections tactics and maintaining open lines of communication with customers.
- Persistently reached out to customers with extremely past due accounts to recover lost revenue.
Education
Marketing, Minor Professional Sales
The University of Toledo
Toledo, OHSkills
- Customer service
- Inbound customer service
- Data entry
- Call center experience
- Problem resolution
- CRM software
- Multitasking and organization
- Empathy and patience
- Email communication
- Punctuality and reliability
- Call handling
- Computer skills
- Calm under pressure
Timeline
Customer Care Representative I
Quest Diagnostics
2023.08 - Current
Call Center Agent
Fortuna BMC
2021.10 - 2022.04
Emergency Advocate II, Assistant Emergency Coordinator
Lorain County Community Action
2018.10 - 2021.10
Collector
HS Financial Group
2016.12 - 2018.06
Marketing, Minor Professional Sales
The University of Toledo
Activities and Community Involvement
- JRG MANAGEMENT LLC, CEO, 2019-12, Present, Help artist improve their gift and presentation to enhance their career., Provide feedback while showing what would be appropriate and appealing to the music industry., Setting up meetings and making the connection to take the artist further.
- Power 89.1 FM WNZN, Radio Personality, 2018-05, Present, Bring inspiration and urban Christian music to the radio show every Saturday evening., Being creative while remaining open to ideas and suggestions to help improve my show for the added success of the radio station.
- Body of Christ Ministries, 2013-05, 2023-05, Participate in ministry, singing on the Praise Team while learning to work with different types of personalities., Provides insight as the praise team administrator and keeping things organized, Wrote, directed and cast church productions for the holiday seasons.