Summary
Overview
Work History
Education
Skills
Timeline
Generic

Penny Taylor

Somerset ,Ky

Summary

Resourceful Supervisor trained in resolution of critical issues within time-sensitive environment with successful track record of building and maintaining talented teams. Highly organized, energetic and versatile leader committed to continuous improvements. Proven history of motivating staff to work together to achieve targets.

Overview

18
18
years of professional experience

Work History

Supervisor

Senture
London , Ky
07.2019 - Current
  • Directed and supervised team of 15 or more employees in daily operations.
  • Developed and implemented operational policies and procedures to ensure efficiency and accuracy of workflows.
  • Maintained accurate records of employee performance, attendance, leave requests, and disciplinary actions.
  • Tracked progress on projects and provided timely feedback to staff members.
  • Recruited, hired, trained, mentored, coached, evaluated, and terminated staff as necessary.
  • Provided ongoing training to address staff needs.
  • Monitored employee productivity levels on a regular basis to identify areas of improvement.
  • Provided guidance and direction to subordinates regarding job duties and responsibilities.
  • Participated in telephone conferences related to industry trends or organizational developments.
  • Coordinated employee schedules according to shift changes and availability.
  • Resolved customer complaints in a timely manner while ensuring customer satisfaction.

Inbound Call Center Agent

Senture
London , KY
07.2018 - 07.2019
  • Provided personalized customer service by responding promptly to customer inquiries in a professional manner.
  • Explained technical concepts in simple terms that customers could understand easily.
  • Escalated more difficult calls to supervisors as needed.
  • Answered incoming customer calls regarding products and services, providing information, troubleshooting issues, and resolving complaints.
  • Utilized knowledge base resources to provide accurate answers to customers' questions or concerns.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Managed customer expectations by clarifying needs, identifying options and recommending products and services.

Lead CSR

Senture
London, KY
10.2016 - 07.2018
  • Trained new customer service representatives on company policies and procedures.
  • Managed workflow efficiently within a fast-paced environment while maintaining high standards of accuracy and quality control.
  • Conducted regular meetings with team members to provide updates about changes in organizational structure or policy changes.
  • Provided expert customer service and support to customers, including troubleshooting technical issues.
  • Monitored performance metrics such as average handle time, first contact resolution rate, and call abandonment rate to assess team performance against set goals.
  • Coached team members on various aspects related to their roles such as soft skills training, sales techniques.
  • Performed additional tasks as assigned by senior management.
  • Engaged in active listening with callers to confirm or clarify information and diffuse anger.
  • Escalated calls to solve problems and drive customer satisfaction.

Group Coordinator

Intrust Healthcare
Somerset , KY
07.2014 - 07.2016
  • Ensured compliance with applicable laws, regulations, policies, and procedures related to operations.
  • Researched best practices in the industry relevant to the group's activities.
  • Supervised staff assigned to specific projects or events related to the group's activities.
  • Facilitated communication between team members in order to ensure timely completion of tasks.
  • Coordinated activities between vendors, staff, and schools.
  • Maintained detailed records of all contacts with customers and vendors.
  • Organized meetings with clients to discuss their needs and goals.
  • Kept areas clean, neat, and inspection-ready to comply with state guidelines.

Administrative Assistant

Intrust Healthcare
Somerset, KY
08.2006 - 07.2016
  • Answered phone calls and emails to provide information, resulting in effective business correspondence.
  • Entered data into spreadsheets using Microsoft Excel or other similar programs.
  • Organized and maintained filing systems for physical and electronic documents, ensuring accuracy and confidentiality of records.
  • Handled confidential documents in an organized fashion according to established protocol.
  • Managed incoming calls while providing information or transferring callers to appropriate personnel.
  • Maintained office supplies inventory by checking stock to determine inventory level; anticipating needed supplies; placing and expediting orders for supplies.
  • Composed letters, memos, reports, emails, presentations and other written correspondence as required by management staff.
  • Greeted visitors in a professional manner, responding to inquiries and directing them to appropriate personnel.
  • Provided secretarial and office management support while building cooperative working relationships.
  • Responded effectively to sensitive inquiries or complaints.
  • Scheduled appointments, meetings and events for management staff.
  • Answered questions from customers regarding products and services offered by the company.
  • Developed administrative processes to achieve organizational objectives and improve office efficiency.

Education

Bachelor of Arts - HUMAN SERVICES AND COUNSELING

Lindsey Wilson College
Columbia, KY
12-2011

High School Diploma -

Pulaski County High School
Somerset, KY
05-1999

Skills

  • Schedule Development
  • Business Development
  • Process Improvement
  • Operations Management
  • Staff Management
  • Strategic Planning
  • Staff Development
  • Policy Enforcement
  • Staff Discipline
  • Employee Motivation
  • Processes and Procedures
  • Training and Mentoring
  • Project Management
  • Process Monitoring and Improvement
  • Goal-Oriented
  • Business Administration
  • Complex Problem-Solving

Timeline

Supervisor

Senture
07.2019 - Current

Inbound Call Center Agent

Senture
07.2018 - 07.2019

Lead CSR

Senture
10.2016 - 07.2018

Group Coordinator

Intrust Healthcare
07.2014 - 07.2016

Administrative Assistant

Intrust Healthcare
08.2006 - 07.2016

Bachelor of Arts - HUMAN SERVICES AND COUNSELING

Lindsey Wilson College

High School Diploma -

Pulaski County High School

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Penny Taylor