Maria Taylor
AT&T
131 Heritage Drive ,VA
23
years of professional experience
Dynamic, results-driven specialist with over 20 years of training and delivery experience. Expertise in developing training materials, mentoring staff and fostering a culture of continuous improvement. Experienced in analyzing data and collaborating with cross-functional teams to resolve complex issues. Committed to enhancing customer satisfaction and operational excellence.
Work History
Specialist Training and Delivery
20 Years 4 Months- Analyzed customer data to enhance service delivery and optimize operational efficiency.
- Developed training materials for new staff, fostering skill development and knowledge retention.
- Collaborated with cross-functional teams to identify solutions for complex customer issues.
- Mentored junior specialists, providing guidance on best practices and strategic decision-making.
- Conducted regular performance evaluations to ensure alignment with organizational goals and standards.
- Managed project timelines effectively, ensuring timely completion of key deliverables and objectives.
- Followed all company policies and procedures to deliver quality work.
- Collaborated with cross-functional teams to achieve project goals on time and within budget.
- Implemented new training programs for staff, leading to higher employee retention rates and better overall performance.
- Facilitated workshops for professional development of junior staff members.
- Streamlined project delivery processes, reducing completion times significantly.
- Assisted in developing a strategic plan that aligned with long-term company goals.
- Enhanced customer satisfaction with timely and accurate issue resolution.
- Led quality assurance efforts, maintaining high standards for all products and services.
- Developed training materials to enhance staff proficiency and productivity.
- Conducted regular reviews of operations and identified areas for improvement.
Team/Escalations Manager
2 Years 1 Month- Led cross-functional teams to resolve complex customer escalations, enhancing service recovery processes.
- Developed and implemented strategies to improve escalation handling efficiency across multiple departments.
- Mentored team members on best practices for managing high-stakes customer issues and conflict resolution.
- Facilitated training sessions focused on effective escalation management techniques, increasing team competency and confidence.
- Initiated quality assurance measures to monitor escalation resolutions, ensuring adherence to company standards and policies.
- Managed a high-performing escalations team that consistently exceeded targets in terms of case closure rates and customer satisfaction scores.
Customer Service Representative
5 Months- Resolved customer inquiries efficiently through active listening and problem-solving techniques.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
Education
Associate of Applied Science - Mental Health
Associate of Applied Science - Mental Health Specialization Childhood Needs
Associate of Applied Science - Early Childhood Education
Associate of Applied Science - Human Services
Skills
Project planning
Training documentation
Process improvement
Expert problem solving
Analytical thinking
Management collaboration
Performance enhancement
Team collaboration
Microsoft Suite expertise
Excellent communication
Multitasking Abilities
Attention to detail
Decision-making
Relationship building
Timeline
Specialist Training and Delivery
AT&T
03.2006 - 07.2026Read More
Team/Escalations Manager
AT&T
02.2004 - 03.2006Read More
Customer Service Representative
AT&T
09.2003 - 02.2004Read More
Southwest Virginia Community College
Associate of Applied Science from Mental Health
Read More
Southwest Virginia Community College
Associate of Applied Science from Mental Health Specialization Childhood Needs
Read More
Southwest Virginia Community College
Associate of Applied Science from Early Childhood Education
Read More
Southwest Virginia Community College
Associate of Applied Science from Human Services
Read More