Marnie Taylor
Lawrenceville,GA
Summary
In-depth Quality Assurance Specialist with success in prioritization and multitasking. Exceptional communication and organizational skills. Committed to paying impeccable attention to reviews and auditing procedures.
Overview
9
9
years of professional experience
Work History
Senior Quality Assurance Specialist
Bakkt LLC (Aspire Loyalty Travel)
2022.09 - Current
- Recorded findings of monitored calls, collaborating with quality team to implement corrective actions.
- Educated employees on specific QA standards and confirmed maintenance of standards.
- Analyzed quality and performance data to support operational decision-making.
- Contribute to call calibration sessions to evaluate agent performance.
- Identify lapses in agents' performance and provide constructive feedback for improvement.
- Drive implementation of improved customer engagement strategies to increase agents' efficiency.
Internal Support Agent
Bakkt LLC (Aspire Loyalty Travel)
2022.04 - 2022.09
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Handled customer inquiries and complaints with professionalism to restore satisfaction.
- Extremely knowledgeable on airline's travel agency policies.
- Building PNR's. Wide-ranging technical formats needed for PNR manipulation.
- Understanding of endorsement codes, OSI's and Service information.
- Assist with manual refunds, voids, and exchanges. Understanding importance of fare basis codes and rules.
- Responsible for sustaining schedule change queue.
- Provide support to Frontline Agents.
- Tracked and documented customer interactions in customer relationship management system to maintain accurate records.
- Used Zendesk to create and updated tracking documents.
Frontline Agent (CSR)
Bakkt LLC (Aspire Loyalty Travel)
2022.01 - 2022.04
- Deliver excellent customer support through various channels i.e., voice, email, and chat.
- Facilitate new travel bookings for variety of travel products – primarily, Air, Car, and Hotel bookings.
- Service existing travel bookings e, g. requests to cancel or change bookings.
- Monitor and service open issues through completion.
- Provide site navigation assistance to customers who are new to self-booking online.
Leasing Manager
CLK Multi-Family Management LLC
2014.05 - 2022.01
- Trained leasing professionals on regulatory requirements, company policies, and office procedures.
- Conducted property showings to highlight features, answer questions, and redirect concerns to close contracts.
- Collected, completed, and processed lease applications.
- Prepared lease renewal contracts.
- Collected and deposited monthly rental payments from residents; maintained .05% delinquency average monthly rate.
- Established key relationships with potential leasers and renters
- Monitored performance of individual leasing agents and coached on successful strategies.
- Explained terms of lease and amounts to be paid to tenants.
Education
Bachelor of Science - Interdisciplinary Studies
Georgia Southern University
Statesboro, GA12.2025
Skills
- Sound Decision-Making Abilities
- GDS - (Galileo)
- Level AI.
- Microsoft Office
- Communication Proficiency
- Analytical Thinking
- Discretion
- Calibrate Calls
- Productivity Benchmarks
- Compliance Assurance
Timeline
Senior Quality Assurance Specialist
Bakkt LLC (Aspire Loyalty Travel)
2022.09 - Current
Internal Support Agent
Bakkt LLC (Aspire Loyalty Travel)
2022.04 - 2022.09
Frontline Agent (CSR)
Bakkt LLC (Aspire Loyalty Travel)
2022.01 - 2022.04
Leasing Manager
CLK Multi-Family Management LLC
2014.05 - 2022.01
Bachelor of Science - Interdisciplinary Studies
Georgia Southern University
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