Taijah Byrd
Sumter,SC
Summary
Experienced Customer Service Supervisor bringing 3 years of quality performance in customer support supervisory roles. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.
Overview
8
8
years of professional experience
Work History
Customer Service Supervisor
Global Response
07.2021 - Current
- Coached employees through day-to-day work and complex problems.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Coached team members to deliver hospitable, professional service while adhering to set service models.
- Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
- Created, prepared, and delivered reports to various departments.
- Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
Technical Support Representative
Concentrix
11.2019 - 07.2021
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Documented support interactions for future reference.
- Used ticketing systems to manage and process support actions and requests.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
Member Service Representative
BroadPath Healthcare
04.2018 - 11.2019
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer calls and emails to answer questions about products and services.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Learned internal systems and related service role duties to provide skilled team backup in handling customer demands.
- Assisted members with correcting account, service, and system issues by educating on required forms and technical processes.
Skills
- Compliance Adherence
- Contact Management Systems
- Coordinating Service Initiatives
- Team Meetings
- Time Tracking
- Schedule Management
- Call Monitoring
- Quality Assurance
- Motivational Leadership
- Positive and constructive feedback
- Handling escalations
- Call monitoring
Timeline
Customer Service Supervisor
Global Response
07.2021 - Current
Technical Support Representative
Concentrix
11.2019 - 07.2021
Member Service Representative
BroadPath Healthcare
04.2018 - 11.2019