Taylor Blackwell
Greensboro,NC
Summary
Proven leader with a track record of enhancing customer satisfaction and team performance at Alorica/Goldman Sachs. Expert in de-escalation techniques and complex problem-solving, significantly improving client experience and operational efficiency. Skilled in conflict resolution and sound judgement, adept at fostering a collaborative and results-driven work environment.
Overview
10
10
years of professional experience
Work History
Resolution Specialist
Alorica/Goldman Sachs
Greensboro
01.2023 - Current
- Assisted colleagues in navigating challenging situations by sharing expertise and offering guidance when requested or needed.
- Maintained detailed records of all interactions and resolutions for future reference and analysis purposes, improving overall efficiency in handling similar cases down the road.
- Managed high volumes of customer inquiries for efficient resolution, enhancing overall client experience.
- Handled escalated calls calmly and professionally, ensuring that even highly dissatisfied customers felt heard and supported throughout the process.
Customer Service Representative
Alorica/Goldmans Sachs
Greensboro
07.2022 - 01.2023
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
Beauty Advisor
Sephora
Greensboro
09.2021 - 02.2022
- Educated customers on proper product usage techniques, fostering confidence in their ability to replicate results at home.
- Increased sales revenue by effectively upselling and cross-selling beauty items based on client needs.
Assistant Manager
Cookout
Greensboro
06.2021 - 08.2021
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies
- Met, greeted, and encouraged feedback from customers and used feedback to implement positive changes within restaurant.
- Collaborated with kitchen staff to streamline order preparation processes, reducing wait times for customers.
Assistant Manager
Mrs Winners
Greensboro
07.2020 - 05.2021
- Improved efficiency in the cash-handling process through regular reconciliation and reporting.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
Manager
Speedway
Greensboro
08.2019 - 06.2020
- Managed daily cash reconciliations accurately, ensuring proper accounting procedures were followed consistently.
- Accomplished multiple tasks within established timeframes.
- Cross-trained existing employees to maximize team agility and performance.
Assistant Unit Director
Bojangles' Famous Chicken 'n Biscuits
Greensboro
10.2014 - 08.2019
- Oversaw risk management initiatives to minimize losses and maintain a safe work environment.
- Interacted with team members, encouraging each to be outgoing and offer excellent service to customers.
- Coordinated efforts between multiple teams during high-pressure situations to ensure deadlines were met without sacrificing quality or safety standards.
Education
Southern Guilford High School
Skills
- Complex Problem-Solving
- Sound Judgement
- Adaptive Decision Making
- Customer Service-Oriented
Timeline
Resolution Specialist
Alorica/Goldman Sachs
01.2023 - Current
Customer Service Representative
Alorica/Goldmans Sachs
07.2022 - 01.2023
Beauty Advisor
Sephora
09.2021 - 02.2022
Assistant Manager
Cookout
06.2021 - 08.2021
Assistant Manager
Mrs Winners
07.2020 - 05.2021
Manager
Speedway
08.2019 - 06.2020
Assistant Unit Director
Bojangles' Famous Chicken 'n Biscuits
10.2014 - 08.2019
Southern Guilford High School