Rakki Taylor
Philadelphia,PA
Summary
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Skilled in Administrative tasks, manual labor, equipment operation, and maintaining a clean and organized workspace. Safety-conscious with a strong work ethic and the ability to adapt to different environments. Ready to contribute to a dynamic team and make a positive impact.
Overview
15
15
years of professional experience
Work History
Quality Assurance Assistant
Signature Systems PDQ
Warminster, PA
10.2023 - 05.2025
- Evaluating audio recordings of technical support calls for quality assurance, scoring based on company standard
- Analyzed support tickets for thorough capture of client contact information, alignment with company policy, and accuracy in technical support documentation processes.
- Identifies customer's POS service issues and transfers client to available technician
- Assesses technician performance difficulties with QA Manager and aids in formulating a corrective action plan
- Delivers comprehensive feedback to Quality Assurance Manager.
- Directs individual projects received from QA Manager, consistently meeting established deadlines.
- Oversees and coordinates all equipment installations for store clientele.
- Coordinates software updates for multiple equipment types
- Submits daily Call Center Report, detailing overall touched and closed tickets alongside non-ticketed calls relative to total call volume.
- Monitors Microsoft Teams Chats, Tickets and Call Boards
- Daily Microsoft Teams and Microsoft Outlook email communication
- Conducts preliminary interviews for candidates seeking call center positions.
- Supports development initiatives for call center, menu team, and quality assurance new hires.
- Introduces strategic ideas for company policies to improve future operations
Productivity Consultant
Vitalyst
Bala Cynwyd, PA
11.2022 - 03.2023
- Gives "How-To Support" via telephone to customers inquiring about Microsoft Applications such as Outlook, Teams, Excel and etc.
- Provides excellent customer service
- Basic Windows OS Support
- Basic Microsoft Application Support
- Leveraged Bomgar remote viewing to facilitate effective customer support
- Utilizing eFG ticketing system for accurate documentation with appropriate annotations
- Strengthens collaboration with management and colleagues, resulting in streamlined teamwork for call handling and queuing
- Redirects calls when support exceeds company scope by utilizing proper misdirection and escalation protocols.
- Experience utilizing Polycom with software interface for receiving, making, transferring, and conferencing calls during operations
- Effectively utilizes emails to communicate with colleagues, customers, and management.
Inbound Stower
Amazon ACY1
West Deptford, NJ
02.2022 - 11.2022
- Collaborates effectively with team in fast-paced, shared environment.
- Engages with scanners and Nike ID system (Amazon inventory system)
- Accurately processes items into system for customer shipping
- Effectively communicates with management and staff resulting in efficient teamwork
- Reports discovered safety issues through Nike ID system
- Upheld cleanliness in work area
Cage Wash/Animal Care Tech
University of Pennsylvania
Philadelphia, PA
02.2013 - 10.2021
- Supported researchers and customers with equipment management, inquiries, sterilization processes, and animal husbandry observations
- Transported clean and dirty equipment to desired holding areas
- Sterilized and prepared research equipment according to established university SOPs.
- Displayed professional email etiquette in communication with researchers and management; additionally, documented animal health incidents for vet staff.
- Operated Tunnel Washers and Autoclaves using Analog and Touch Screen interfaces, strictly following all safety guidelines during operation
- Operation of Electrical Pallet Jack during receipt of various shipments: new animals, feed, bedding, other supplies.
- Developed and supported new hires through training initiatives
Athlete II
Nike Factory Store
Philadelphia, PA
10.2010 - 02.2013
- Enhanced customer satisfaction by supporting customers in finding ideal footwear and apparel.
- Supported customers in resolving inquiries regarding products
- Exhibited exemplary phone etiquette, accurate cash handling, and effective Touch Screen Register operation.
- Facilitated loss prevention initiatives via thorough location observation.
- Efficiently scanned products into POS System for accurate processing
- Effectively managed arrival of new product inventory
Education
High School Diploma -
Carver Engineering And Science
Philadelphia, PA06-2010
Google IT Support Professional Certificate -
Merit America
Virtual Course09.2022
Skills
- Customer service and support
- Scheduling and organization
- Cash handling and data entry
- Microsoft Excel and Office 365
- Technical support and troubleshooting
- New hire training
- Problem solving skills
- Phone and email correspondence
- Project management
- Ticketing systems
- User training and support
- Operating systems installation
- Software installation and configuration
- Active Directory management
- Mobile OS support (iOS/Android)
- Mass email notifications
- Microsoft Teams proficiency
- Attention to detail
- Time management
- Multitasking
- Team supervision
- Technical documentation
- Active listening
- Adaptability and flexibility
Websites
References
References available upon request.
Timeline
Quality Assurance Assistant
Signature Systems PDQ
10.2023 - 05.2025
Productivity Consultant
Vitalyst
11.2022 - 03.2023
Inbound Stower
Amazon ACY1
02.2022 - 11.2022
Cage Wash/Animal Care Tech
University of Pennsylvania
02.2013 - 10.2021
Athlete II
Nike Factory Store
10.2010 - 02.2013
High School Diploma -
Carver Engineering And Science
Google IT Support Professional Certificate -
Merit America
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