JOSEPH TAYLOR
Wright Patt Credit Union
Dayton,OH
16
years of professional experience
Dedicated and results-driven Customer Service Manager with over 10 years of experience in leading high-performing teams to deliver exceptional customer experiences. Proven track record of implementing strategic initiatives to improve service quality, increase customer satisfaction, and drive retention. Skilled in fostering a positive work culture that encourages collaboration, innovation, and continuous improvement. Adept at analyzing data and trends to identify opportunities for process optimization and efficiency gains. Passionate about developing and coaching team members to achieve their full potential while achieving organizational objectives
Work History
Member Experience Representative II
1 Year 2 Months- Provided exceptional member service, addressing inquiries and resolving issues efficiently.
- Processing loan payments
- Educated members on financial products and services, enhancing their understanding of options available with official checks, wires, ach, and debit transactions
- Explained any NSF that members may have experienced and let them know how they happened
Retention Strategist
5 Years- Proficiently manage and respond to diverse customer inquiries with attentiveness and precision.
- Employ active listening techniques to ensure exceptional customer satisfaction and rapport building.
- Execute tasks involving sensitive customer information with utmost confidentiality and discretion.
- Strive for first-call issue resolution by employing proactive problem-solving techniques.
- Articulate information and solutions to customers in a clear, concise, and courteous manner.
- Maintain composure and professionalism while effectively de-escalating and resolving customer issues.
- Recognize and escalate interactions requiring specialized attention or intervention to ensure timely resolution.
- Methodically record and track call-related data to facilitate comprehensive auditing and reporting procedures.
- Offer valuable insights and feedback on call-related processes to enhance service quality and efficiency.
- Identify and capitalize on opportunities to upsell relevant products or services while maintaining a customer-centric approach.
Retention Mentor / Manager
8 Years- Skillfully address customer concerns with a friendly demeanor and a sense of urgency to ensure swift resolution.
- Proficiently rectify clerical discrepancies in customer accounts with accuracy and attention to detail.
- Demonstrate efficiency in navigating and utilizing all necessary systems to effectively resolve customer issues.
- Effectively transfer knowledge and skills to agents to enhance their proficiency and performance in addressing customer needs.
- Serve as a resource for answering inquiries related to system functionality and job procedures to support agents in their roles.
- Effectively manage and mentor a group of 15-20 agents, providing guidance and support to ensure their success and professional development.
- Oversee and direct teams of up to 15 individuals, fostering a collaborative and productive work environment to achieve team goals and objectives.
Education
Diploma - General Studies
GPA: 3.0
Skills
Customer Relations
Revenue Collection
Financial Management
Marketing and Advertising
Team Management
Record Keeping
Time Management
Problem-Solving
Organization
Communication
Personal Information
Title: CUSTOMER LOYALTY MANAGER
Timeline
Member Experience Representative II
Wright Patt Credit Union
07.2025 - CurrentRead More
Retention Strategist
AT&T
01.2019 - 01.2024Read More
Retention Mentor / Manager
Teleperformance USA
01.2011 - 01.2019Read More
Fairborn High School
Diploma from General Studies
Read More