LaJohnda Taylor
Los Angeles,CA
Summary
Knowledgeable and dedicated customer service professional with extensive experience. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
12
12
years of professional experience
Work History
Customer Experience Representative
Waste Management Company
Commerce, CA
04.2022 - Current
- Engaged in cross-selling and up-selling activities to enhance customers' experiences and generate revenue.
- Utilized telephone, online chat and email platforms to deliver outstanding customer service.
- Collaborated with internal team members to resolve customer concerns and deliver enhanced customer experiences.
- Responded to over 50 incoming calls per day, utilizing listening and communication skills to identify customer problems, needs and opportunities.
Community Resource Advisor
211 L.A. County
San Gabriel, CA
08.2020 - 04.2022
- Performed broad human services needs assessment, transportation needs screening and appropriate referrals to individuals either via telephone or in-person contact. An information exchange occurred in a single contact culminating in provision of agency referrals, mediated contact with an agency or advocacy with an agency on behalf of the individual requesting assistance. Participated in team based projects sharing team management responsibilities with other team members. Participated in training community groups in techniques of dealing with a diverse population having a wide range of needs. Occasionally provided 211 LA County overview presentations to community groups.
Business Development Specialist
Crystal Cruises, Inc.
City of Los Angeles, CA
09.2011 - 04.2020
- Arranged potential client contacts, cultivated relationships and followed through all service needs.
- Developed and maintain sound relationships with field sales representatives in different regions. Assist travel agents in those regions to accomplish multiple facets of sales activities.
- Create group contracts, group tours, and distribute marketing material.
- Developed positive customer relationships.
- Used Sales Force to handle current portfolio and prospective leads
Reservation Agent
Crystal Cruises, Inc.
Los Angeles, CA
02.2010 - 09.2011
- Answered over 50 incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations and leading conversations to bookings.
- Provided customers with information about availability and pricing.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Resolved various issues and discrepancies for customers.
- Suggested various packages and amenities to guests, helping each find perfect accommodations to fit personal needs.
Education
No Degree - Liberal Arts And General Studies
05.1996
Some college coursework completed
• Received several awards/accolades, certificates, and
commendation letters for exceptional customer service.
Skills
25 plus years of customer service
Excellent written and verbal communication skills, with an eye for detail
Extremely productive in a high volume, high stress, environment
Self starter with a can do attitude
Typing- 50 wpm
- Call Center Customer Service
Timeline
Customer Experience Representative - Waste Management Company
04.2022 - Current
Community Resource Advisor - 211 L.A. County
08.2020 - 04.2022
Business Development Specialist - Crystal Cruises, Inc.
09.2011 - 04.2020
Reservation Agent - Crystal Cruises, Inc.
02.2010 - 09.2011
Los Angeles Trade Technical College - No Degree, Liberal Arts And General Studies
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