Summary
Overview
Work History
Education
Skills
Timeline
Generic

Taj Dorsey

Clearwater,FL

Summary

Dedicated Customer Service Representative motivated to improve customer service satisfaction and contribute to overall company success. Well-developed communicator versed in various areas of leadership, development, technical support, and quality customer service. Great implementation skills, quick problem solver looking to work effectively and productively with diverse customers and individual needs.

Overview

28
28
years of professional experience

Work History

Customer Service Representative 2 Internet Repair/

Spectrum
01.2024 - Current
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.

Customer Service Representative 1 Internet Repair/

Spectrum
03.2021 - 01.2024
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.

Customer Service Representative 2

24-7 Intouch - Netflix
11.2017 - 02.2021
  • Provided front line direction and support to csr1 agents
  • Ensured that quality service is provided in every customer interaction
  • Communicated feed back/trends between the production floor and the client
  • Educating the production floor for the future, creating an engaging environment through 1:1 chat system and empowered CSR1's to be confident in a variety of solutions for the customer
  • Handled in depth technical and product based escalations
  • Assisted with trainings and coachings and provided necessary tools & feedback to agents in order to be proficient when taking inbound calls
  • Receiving and resolving escalated issues, finding the best solution in order to retain and continue to provide quality service to the customer
  • Serve as a resource for general inquiries from the production floor through support, chats, and team meetings
  • Assisted agents as point of contact and support in team leadership's absence
  • Proactively addressing any concerns, feedbacks, or proposals from the CSR2 team and agents

Juvenile Detention Officer I

Department of Juvenile Justice
06.2016 - 11.2017
  • Observed and recorded the progress of each juvenile offender
  • Maintained communications with staff and inmates to maintain a safe, effective prison environment
  • Monitored daily activities to identify and manage suspicious behavior, improper conduct and signs of conflict & self harm
  • Detected potential threats and quickly defused conflicts
  • Maintained daily logs of shift activity
  • Maintained appropriate control, security and well being over those detained
  • Collaborated with probation officers, school officials and other key individuals in the community to support adolescents and their families
  • Provided guidance, support, & role modeling
  • Promoted safety, order and functionality of DJJ JDC facility
  • Implemented defensive tactics (PAR) and physical restraints to maintain safety and security of DJJ youth & facility

Behavioral Health Technician - Caregiver

Esteem Children's Services
06.2006 - 04.2016
  • Gave direct client care & supervision of adolescent girls ages 9-18 in a residential group home and shelter setting
  • Followed standard admissions procedures and documentation requirements for all client intakes
  • Educated clients on important life skills, including housekeeping and food preparation
  • Communicated with clients, case workers, & families in a professional manner, effectively building lasting relationships
  • Counseled clients, discussed substance use and worked closely with individuals to identify positive and healthy life choices
  • Effectively managed daily charting for each client
  • Delivered counseling services, including one on one, group therapy to an average of 10 clients per day
  • Communicated with clients regarding continuing care and medications and discussed treatment plans with family members and guardians
  • Trained new hires as well as provided the necessary training, tools & support in becoming a certified behavioral health technician

Personal Chef & Caterer

Self Employed
04.2005 - 04.2016
  • Prepared various dishes using different cooking methods to bring out the flavor, texture and taste of all kinds of cuisines
  • Collaborated closely with each client to ascertain the kinds of meals that would meet their needs
  • Identified recipes through careful research and study of different cultures that could be used to create authentic, from scratch meals
  • Handled all grocery shopping to pick up the necessary items that would be used in recipes
  • Created menus for clients that comprised fresh, organic, locally grown food for farm to table dinner entrees
  • Developed shopping lists in accordance with budgets provided by clients
  • Created recipes, incorporating various techniques building flavor and unique visual appeal
  • Crafted meals in clients home kitchens in accordance with food health and safety regulations
  • Created personalized meal plans based on client preferences, specifications, food allergies and dietary restrictions

Line cook & Prep Cook

Bonefish Grill
12.2002 - 04.2005
  • Managed and maintained the line as a line cook including working all stations: Grill, Fry station, Salad and Dessert pantry, Saute station of seafood based menu
  • Maintained consistent quality and high accuracy when preparing identical dishes every day
  • Kept stations stocked and ready for use to maximize productivity
  • Followed proper food handling methods and maintained correct temperature of food products resulting in consistently high scores on health inspections
  • Modified standard recipes to account for ingredient issues or customer requests, including allergen concerns
  • Created approximately 20-30 orders simultaneously during busy periods
  • Conducted daily inspections and maintained food sanitation and kitchen equipment safety reports
  • Helped manage and train new hires in prep and line duties

Pastry Chef & Prep cook

Bucca Di Beppo
02.2002 - 12.2002
  • Oversaw pastry production for catering, pick up orders and in store customers
  • Prepared Italian inspired desserts from scratch
  • Restocked, organized and arranged service and food stations
  • Monitored and recorded temperatures of food, storage, and service areas to maintain established regulatory guidelines
  • Cross trained in other kitchen positions to support the team and meet customer needs
  • Followed recipes and customer requests to prepare high quality, delicious meals
  • Improved operations by working with team members and customers to find workable solutions

Bartender

Club Cosmopolitan
09.1998 - 12.2001
  • Kept a close track of bar tabs and transferred open tabs to dining area seamlessly, smoothing the process for wait staff
  • Operated the cash register and point of sale system for transactions and made proper change for cash transactions
  • Stocked bar with beer, wine, liquor, and related supplies
  • Engaged in small talk with patrons to build rapport and earn repeat business
  • Worked with management to plan and implement special events to boost customer numbers and profits
  • Planned and updated menus to capitalize on changing trends in customer preferences
  • Kept detailed inventories of bar supplies and stocked work areas to maintain workflow efficiency
  • Stayed up to date on latest in mixology trends, bar equipment and sanitation standards

Food Service / Swing Manager

McDonald's
09.1996 - 09.1998
  • Reconciled daily transactions, balanced cash registers and prepared restaurant earnings for armored truck pickup and transport
  • Controlled portion sizes for optimal cost controls
  • Sought out and implemented methods to improve service and team performance to boost business sustainability
  • Enforced staff performance and service standards to deliver consistent and positive customer experiences
  • Maximized food quality by closely monitoring shipments, preparation and food handling by team members
  • Adhered to all company food, safety, quality and sanitation policies
  • Prepared and led foodservice training programs to teach staff various tasks such as stocking and restocking condiments, correctly inputting orders into the system and performing credit and debit card transactions
  • Motivated kitchen staff by establishing goals to increase productivity and quality
  • Trained employees on cooking techniques, safety standards and performance strategies

Education

Associate of Science - Culinary Arts

Johnson & Wales University
Providence, RI
06.1999

Skills

  • Operations Leadership & support
  • Excellent communication skills
  • Project & operations Management
  • Conflict Resolution
  • Critical thinker
  • Problem-solving abilities
  • System Configuration
  • Phenomenal interpersonal skills
  • Technical supporter
  • Project Implementation Expertise

Timeline

Customer Service Representative 2 Internet Repair/

Spectrum
01.2024 - Current

Customer Service Representative 1 Internet Repair/

Spectrum
03.2021 - 01.2024

Customer Service Representative 2

24-7 Intouch - Netflix
11.2017 - 02.2021

Juvenile Detention Officer I

Department of Juvenile Justice
06.2016 - 11.2017

Behavioral Health Technician - Caregiver

Esteem Children's Services
06.2006 - 04.2016

Personal Chef & Caterer

Self Employed
04.2005 - 04.2016

Line cook & Prep Cook

Bonefish Grill
12.2002 - 04.2005

Pastry Chef & Prep cook

Bucca Di Beppo
02.2002 - 12.2002

Bartender

Club Cosmopolitan
09.1998 - 12.2001

Food Service / Swing Manager

McDonald's
09.1996 - 09.1998

Associate of Science - Culinary Arts

Johnson & Wales University

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Taj Dorsey