Taylor Cousins
Loma Linda,CA
Summary
Flexible Lead Customer Service Representative with many years of experience leading and monitoring team members in company's customer service department. Well-versed in evaluating team performance, resolving escalated issues, and developing programs and protocols to enhance productivity. Deep understanding of customer relationship management. Resourceful Lead Customer Service Representative known for productivity and efficiency in task completion. Possess specialized skills in conflict resolution, customer relationship management, and process optimization. Excel in communication, empathy, and problem-solving to enhance customer satisfaction and team cohesion.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Lead Customer Service Representative
Van Daele Homes
Riverside , CA
07.2018 - Current
- Maintained a high level of professionalism when dealing with difficult customers.
- Developed positive relationships with customers through friendly interactions.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Resolved customer complaints promptly and efficiently.
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided accurate information about products and services to customers.
- Provided exceptional customer service to ensure customer satisfaction.
- Conducted final walk throughs with home owners
- Resolved all post-escrow home issues
Prepper
Van Daele Homes
Riverside , CA
07.2018 - Current
- Prepared newly built homes for homeowners before they moved in
- Assessed any issues with newly built homes prior to homeowners moving in
- Repaired any damage to new homes prior to move in
Glass Glazier
Decks West
Orange County, CA
01.2016 - 02.2018
- Assembled metal or wood sashes for single pane windows prior to glazing.
- Prepared glazing compounds for installation of new glass units.
- Performed minor repairs on window frames, door frames and trim.
- Removed old windows from buildings prior to installation of new ones.
- Provided guidance on proper maintenance techniques for glass products.
- Worked collaboratively with other team members to ensure timely completion of projects.
Server
Rok N Fondue
Redlands , CA
03.2012 - 01.2016
- Ordered supplies necessary for efficient operation of the restaurant.
- Provided ongoing support to servers while they are on the job.
- Maintained cleanliness of the restaurant and kitchen areas.
- Resolved employee issues or disputes in a timely manner.
- Trained new servers on proper food handling techniques.
- Analyzed daily sales data to inform staffing decisions for upcoming shifts.
Education
Some College (No Degree) - General Studies
San Bernardino Valley College
San Bernardino, CASkills
- Customer Service
- Positive and Friendly
- Customer Complaint Resolution
- Relationship Management
- Attention to Detail
- Problem solver
Languages
Spanish
Native/ Bilingual
Certification
- CPR certified
- First aid certified
References
References available upon request.
Timeline
Lead Customer Service Representative
Van Daele Homes
07.2018 - Current
Prepper
Van Daele Homes
07.2018 - Current
Glass Glazier
Decks West
01.2016 - 02.2018
Server
Rok N Fondue
03.2012 - 01.2016
Some College (No Degree) - General Studies
San Bernardino Valley College
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