Summary
Overview
Work History
Education
Skills
Timeline
Generic

Stacey Taylor

Cumming,GA

Summary

Focused Project Manager adept at planning, directing and maintaining continuous operations in various departments. Experienced in directing manufacturing employees and keeping efficient production in accordance with quality standards. Applying creative and analytical approach to operations for continuous process improvement. Skilled at identifying or anticipating problems and providing solutions. Excels through mentoring, training and empowering team to excel in performance.

Overview

29
29
years of professional experience

Work History

Project Manager

OpenText
02.2018 - Current
  • Managed and supervised administrative and daily program operations, complying with policies and regulations.
  • Identified program obstacles and communicated possible impacts to team.
  • Coached team members on productivity strategies to accomplish challenging goals.
  • Developed and maintained logistics workflows, procedures and reports.
  • Planned, designed, and scheduled phases for large projects.
  • Coordinated with cross-functional teams to resolve project issues and mitigate risks.
  • Provided detailed project status updates to stakeholders and executive management.
  • Scheduled and facilitated meetings between project stakeholders to discuss deliverables, schedules and conflicts.

Customer Support Manager

OpenText (Formerly Easylink Services)
04.2014 - 02.2018
  • Conducted training and mentored team members to promote productivity and commitment to friendly service.
  • Managed customer service effectiveness by monitoring performance and assessing metrics.
  • Built strong relationships with field operations team to support business development opportunities and improve service.
  • Created customer support strategies to increase customer retention.
  • Monitored metrics and developed actionable insights to improve efficiency and performance.
  • Managed department call volume of 200+ calls per day and coordinated department schedules to maximize coverage during peak hours.
  • Utilized crisis management techniques to offer corrective solutions and maximize customer satisfaction.
  • Reviewed overdue tickets and followed-up with customer support personnel to resolve root cause of delay.
  • Coached employees to develop strong customer support skills to minimize process issues and meet customer expectations.
  • Collaborated with cross-functional departments to formulate product and process improvements based on customer feedback.
  • Monitored employee performance to identify areas for improvement and additional training needs.
  • Motivated and developed employees to overcome challenges and achieve goals to boost efficiency and performance.
  • Elevated customer satisfaction and loyalty by taking ownership of customer issues and following through to resolution.

Project Coordinator

OpenText (Formerly Easylink Services)
04.2013 - 04.2014
  • Kept projects on schedule by managing deadlines and adjusting workflows.
  • Supervised multiple projects from project start through delivery by prioritizing needs and delegating assignments.
  • Liaised between departments to facilitate communication and keep appropriate parties updated on project developments.
  • Managed competing demands and professionally adapted to frequent change, delays and unexpected events.
  • Prepared meeting agendas and minutes for distribution and record keeping.
  • Maintained database and spreadsheets with accurate inventory and status.

Customer Service Representative

Easylink Services (Formerly PGi, Xpedite Systems)
01.2005 - 04.2013
  • Handled customer inquiries and suggestions courteously and professionally.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Answered constant flow of customer calls with minimal wait times.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Updated account information to maintain customer records.
  • Responded to customer requests for products, services, and company information.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Responded proactively and positively to rapid change.
  • Cross-trained and provided backup support for organizational leadership.
  • Trained staff on operating procedures and company services.

Customer Service Representative (Temporary)

Xpedite Systems
04.2003 - 01.2005
  • Handled customer inquiries and suggestions courteously and professionally.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Answered constant flow of customer calls with minimal wait times.
  • Answered customer telephone calls promptly to avoid on-hold wait times.

Senior Customer Service Representative

Sagicor Life Ja (Formerly Life Of Jamaica)
01.1994 - 06.2002
  • Handled customer inquiries and suggestions courteously and professionally.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Answered constant flow of customer calls with minimal wait times.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.
  • Doing changes of life insurance policies, encashment and dealing with death claims.

Education

Certificate - Customer Focused Management

OpenText
Atlanta, GA
09.2014

Certificate - Project Management Fundamentals

OpenText
Atlanta, GA
10.2013

Certificate - Assure For Customer Service

OpenText
Atlanta, GA
06.2013

Diploma - Nursing Assistant

Stratford Career Institute
Washington, DC
05.2003

Certificate - Supervisory Management

College of Insurance
Jamaica
04.2000

Certificate - Communicating & Responding Effectively

Life of Jamaica Centre
Jamaica
01.1996

High School Diploma -

Wolmer's High School For Girls
Jamaica
06.1991

Skills

  • Cross-Functional Collaboration
  • Microsoft Excel
  • Microsoft Project
  • Staff Training
  • Timely Project Completion
  • Microsoft Windows

Timeline

Project Manager

OpenText
02.2018 - Current

Customer Support Manager

OpenText (Formerly Easylink Services)
04.2014 - 02.2018

Project Coordinator

OpenText (Formerly Easylink Services)
04.2013 - 04.2014

Customer Service Representative

Easylink Services (Formerly PGi, Xpedite Systems)
01.2005 - 04.2013

Customer Service Representative (Temporary)

Xpedite Systems
04.2003 - 01.2005

Senior Customer Service Representative

Sagicor Life Ja (Formerly Life Of Jamaica)
01.1994 - 06.2002

Certificate - Customer Focused Management

OpenText

Certificate - Project Management Fundamentals

OpenText

Certificate - Assure For Customer Service

OpenText

Diploma - Nursing Assistant

Stratford Career Institute

Certificate - Supervisory Management

College of Insurance

Certificate - Communicating & Responding Effectively

Life of Jamaica Centre

High School Diploma -

Wolmer's High School For Girls

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Stacey Taylor