LESSIE TAYLOR
Loganville,GA
Summary
Enthusiastic professional with extensive experience in compliance and risk management, adept at managing escalations and driving quality assurance. Proven track record in strategic planning and leading cross-functional teams to enhance operational performance and quality within call center environments. Committed to improving customer experience through innovative solutions and strong stakeholder collaboration. Passionate about aligning processes with strategic goals to deliver outstanding results. Excited to contribute to innovative escalation and quality management strategies to enhance client satisfaction.
Overview
21
21
years of professional experience
Work History
Manager, Executive Resolution Team
Assurant
01.2016 - Current
- Company Overview: US Connected Living
- Lead Executive Escalations for US Connected Living Operations
- Developed and implemented quality assurance and audit process for the Executive Resolution Team, enhancing operational standards
- Boosted team productivity and talent through comprehensive training programs, performance management systems, and mentoring junior members
- Optimized workflow efficiency by collaborating with HR to refine job descriptions and implementing advanced workflow management strategies
- Maximized customer satisfaction with strategic initiatives and effective issue resolution, fostering strong client relationships
- Streamlined operations by championing new technologies, conducting productivity analyses, and managing crossfunctional teams for successful project completion
- US Connected Living
Supervisor, Executive Resolution Team
Assurant
01.2012 - 01.2016
- Company Overview: US Connected Living
- Supervised team to ensure compliance with complaint handling protocols and supported process improvement initiatives
- Enhanced operation efficiency by streamlining workflow, implementing a new complaint tracking system ‘CMA’, and supporting multiple departments
- Improved communication and cross-functional support by establishing effective channels between employees and leadership, leading team meetings, and developing training programs
- Ensured compliance and minimized risks through regular audits, adherence to industry regulations, and supervision of operations staff
- Boosted customer satisfaction and performance by resolving issues promptly, evaluating employee performance, and fostering a culture of continuous improvement
- US Connected Living
Team Lead, Loss Drafts Hazard Outsourcing
Assurant
01.2010 - 01.2012
- Company Overview: Global Housing
- Oversaw daily operations of call center team, ensuring efficient and effective customer service
- Ensured compliance and quality assurance by developing and implementing strategies for associates
- Enhanced client satisfaction through detailed process analysis and improvement recommendations
- Maintained high standards by monitoring calls and providing timely feedback to associates
- Strengthened client relationships by conducting weekly trend analysis meetings
- Global Housing
Manager, Operations and Strategic Planning
The Research Group, Ltd.
01.2004 - 01.2006
- Led operation initiatives and marketing strategies
- Established and managed an inbound call center for Cable Bahamas, enhancing operational efficiency
- Developed and implemented process improvement strategies, boosting productivity
- Managed a team of up to 25 employees, providing coaching and performance evaluations
- Analyzed survey data to offer actionable recommendations and developed marketing strategies to drive business growth
Education
Bachelor's Degree - Business Administration and Management
Strayer University
Lithonia, GA01.2018
Associate's Degree - General Studies
Broward College
Pembroke Pines, FL12.2003
Skills
- Workflow Optimization
- Complex Problems Analysis
- Project Management
- Cross-Functional Collaboration
- Strategic Partnership
Awards
Assurant CEO Award, 2024, For exemplifying Assurant values and contributing to the development of CARE.
Timeline
Manager, Executive Resolution Team
Assurant
01.2016 - Current
Supervisor, Executive Resolution Team
Assurant
01.2012 - 01.2016
Team Lead, Loss Drafts Hazard Outsourcing
Assurant
01.2010 - 01.2012
Manager, Operations and Strategic Planning
The Research Group, Ltd.
01.2004 - 01.2006
Bachelor's Degree - Business Administration and Management
Strayer University
Associate's Degree - General Studies
Broward College
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