Taja Trotter
Orlando,FL
Summary
Results-oriented customer service professional with a genuine passion for providing exceptional support in consumer retail and B2B environments. Excited about joining AMP Corporation to enhance the customer experience and drive retention rates by promptly resolving issues and concerns. Dedicated to fostering positive relationships and ensuring customer satisfaction through attentive and friendly service.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Senior IT Specialist
IVox Solutions
Orlando
01.2022 - Current
- Collected diagnostic data to understand causes/correlations of network issues and presented results to internal staff
- Collaborated with staff to resolve network issues and implement fixes, resulting in 47% less malfunctions
- Provided technical support over the phone, email, and desktop chat, responding to all messages within 2 hours
- Drafted troubleshooting guides for common issues and presented them to staff under me.
- Diagnosed and repaired network malfunctions including file deletion, failed account entry, slow computer speed, and 3rd party software compatibility issues.
Customer Success Manager
Michaels
Orlando
01.2021 - 01.2023
- Managed and created all training protocols for the 20-30 employees under direct supervision
- Handled customer inquiries and complaints per day with a 97% customer satisfaction rate
- Maintained up-to-date customer records in HubSpot CRM while interacting with customers across email, phone, and social media
- Collaborated with other management staff to improve the day to day operations resulting in a 27% efficiency increase.
Customer Service Representative
fidelity investments
01.2020 - 01.2021
- Grew existing customer accounts through exceptional customer service and effective sales techniques
- Quickly triaged incoming calls, and escalated calls when necessary, reducing the average hold time per customer.
- Used a ticketing system to promptly answer and solve customer issues within a 2-hour window
- Maintained a knowledge of the evolving product offerings, and improved customer retention by 9% by proactively recommending new products to existing customers
- Used Microsoft Office tools to track customer experiences, communication, and marketing efforts.
Front Office Assistant
Rooms To Go Distribution Center
Durham, NC
02.2018 - 10.2019
- Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
- Maintained a professional and welcoming environment for clients, contributing to an overall positive experience.
- Responded to inquiries from callers seeking information.
- Directed phone inquiries, answered customer questions, and scheduled appointments.
Education
Sports Medicine
North Carolina Central University
Durham, NCMiddle Creek High School
Apex, NC05.2015
Skills
- Impeccable attention to detail, and follow up for accuracy
- Experience working with all levels of customers, B2B and direct to consumer
- Resourceful, able to balance multiple projects, with a sense of urgency
- Exceptional written and verbal communication skills
- Exceptional customer service skills and the ability to build relationships
- Advanced proficiency in Microsoft based programs
- Experience with 3 plus different CRM systems
Certification
IBM Data Analytics certification, 05/01/23, 11/01/23
Timeline
Senior IT Specialist
IVox Solutions
01.2022 - Current
Customer Success Manager
Michaels
01.2021 - 01.2023
Customer Service Representative
fidelity investments
01.2020 - 01.2021
Front Office Assistant
Rooms To Go Distribution Center
02.2018 - 10.2019
Middle Creek High School
Sports Medicine
North Carolina Central University