Summary
Overview
Work History
Education
Skills
Certification
Additional Information
Timeline
Generic

Rosetta Taylor

Jacksonville,United States

Summary

Influential Team Leader with 15+ years of industry experience supervising in a Contact Center. Successful in performance management, relationship building and leading teams in a remote environment, with a heightened focus on the customer experience.

Overview

24
24
years of professional experience
1
1
Certification

Work History

Service & Operations Team Leader

US Assure
Jacksonville, FL
12.1997 - 02.2022
  • Mentored and guided employees to foster proper completion of assigned duties.
  • Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
  • Built strong relationships with customers through positive attitude and attentive response.
  • Established open and professional relationships with team members to achieve quick resolutions for various issues.
  • Led team of 20 members while providing exceptional customer service.
  • Positioned as go-to person for all other team leaders, developed, mentored, and onboarded new team leaders.
  • Initiated timely response to emails, voicemails and written correspondence.
  • Molded team and embraced change to adapt within dynamic market.
  • Coordinated weekly meetings for internal and external groups.
  • Created an environment in which customers received high levels of service and employees were motivated to deliver top performance, maintained less than 5% turnover rate.
  • Defined call center strategy, provided leadership, and delivered strong business results.
  • Coached direct reports to ensure that service level agreements were met. Identified areas of improvement and implemented key initiatives. 12 month period results of 208,194 phone calls were answered with 92% service level under a SLA goal of 90%. This success was repeated 6 years.
  • Modeled exceptional customer service and mentored associates on direct link between revenue growth and customer loyalty.
  • Evaluated employees on an annual basis and set new goals for their growth in addition to engaging career path opportunities.
  • Surpassed quality monitoring goals by consistently achieving 97% in a 12-month rolling calendar year with a SLA goal of 94%.
  • Managed change by leveraging organizational goals for employee’s response to change. Clearly communicated changes through several communication styles for best deliverance of information.
  • Conducted payroll administration duties that included scheduling PTO, responding to PTO requests in a timely manner, recording PTO, overtime, and employee leave.
  • Drives premium goals; consistently reached historical results; last documented rolling twelve ending at $238,023,808 (1.2 percent above plan).
  • Received 98% customer satisfaction rating through survey based on efforts of the call team.

Education

Andrew Jackson High School
Jacksonville, FL

Skills

  • Performance Management
  • Proactive Self-Starter
  • People Management
  • Verbal and Written Communication
  • Giving Constructive Feedback
  • Teamwork and Collaboration
  • Service Level Agreements
  • Overseeing Daily Activities
  • Evaluating Employee Work
  • Issue Resolution
  • Coaching and Mentoring
  • Remote Leadership
  • Leading Employees
  • Performance Evaluations

Certification

Growing Our Leaders

Leadership Development Program

2005


Diversity Equity & Inclusion

Leadership Development

2021


Recruiting & Talent Acquisition

Personal Development

2022

Additional Information

ADP

Zoom

Microsoft Teams

Microsoft Office Applications

NICE - Customer Experience Software

InContact – Cloud Based Call Center Software

Timeline

Service & Operations Team Leader

US Assure
12.1997 - 02.2022

Andrew Jackson High School

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Rosetta Taylor