Taylor Farias
Mesquite,TX
Summary
Dedicated Customer Service Representative dedicated to providing quality care for ultimate customer satisfaction. Proven ability to establish and maintain excellent communication and relationships with clients. Adept in general accounting and finance transactions. Dedicated to identifying customer needs and delivering effective solutions to all problems. Excellent time management skills combined with a superior knowledge of the customer service industry. Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
4
4
years of professional experience
Work History
Remote-Dispacther
Smith Transportation
Dallas
01.2019 - 12.2022
- Proficiency in transportation management systems is key to success in this role performing and controlling a combination of manual and automated actions necessary for receiving, storage, and delivery of products and technology to the customer location Other functions performed include receiving, picking, packing, transporting (with fleet vehicle), deliveries and inventory management tasks, etc Manage, grow, and develop brand awareness Consistently capture and track sales prospecting activity in system Represent the company with professionalism during every prospective and existing client interaction Support company-wide marketing and sales initiatives Comfort and confidence engaging with others as well as the outstanding ability to create open dialogue Strong desire to learn new things as well as expand upon current knowledge Customer service orientation that lends itself to creating and strengthening internal and external relationships Excellent communication and presentation skills Demonstrated ability to multi-task in a fast-paced environment Assertive, diligent and hard-working
Associate Manager
TownePlace Suites by Marriott
Irving, Texas
04.2019 - 05.2022
- Resolved conflicts between employees or customers in a professional manner.
- Created presentations summarizing quarterly results for senior leadership teams.
- Ensured compliance with company regulations, laws, and safety standards.
- Managed daily workflow of team members to meet organizational goals.
- Maintained accurate records of employee attendance and payroll information.
- Facilitated the development of staff by providing training, coaching, and feedback.
- Implemented customer service standards across all departments in the organization.
- Prioritized and delegated tasks for efficient completion within team environment.
- Evaluated performance of team members and provided consistent coaching to improve skills.
Front/Back Office Supervisor
Radford and Associate
Dallas
01.2022
- Possess knowledge in procedures, protocols, benefits, services, systems, and any other necessary information to resolve member issues and inquiries Serve as a 'subject matter expert' in the health care experience that our members navigate daily for the applicable markets or products in scope Oversee team and provide subject matter expertise in applicable markets or products in scope Monitor and supervise agent performance and behavior Optimize procedures and keep staff motivated Oversee distribution of daily assignments, and ensures agent productivity and queue performance Support quality assurance: live call monitoring, drop-ins, call trends Complete monthly performance reports and 1:1 meetings with agents Draft recommended performance coaching: Performance Improvement Plans, Written Warnings, etc
- Deliver performance coaching with Manager sign off and approval Respond to requests for Supervisor Escalations by phone and CRM Submit official annual performance evaluation on direct reports for approval and sign off by Manager Track time through timecard corrections and approvals; monitor schedule adherence and work with management to ensure agent schedules meet capacity and needs of the business Conduct interviews as assigned by Manager; oversee the onboarding and training process of new hires Prepare performance reports as requested by management Maintain confidentiality and upholds standards for privacy, data integrity and security
- Participate and act in the best interest of Alignment Healthcare USA; represents the company's mission and values
Education
Associate of Science -
Dallas El Centro College
Skills
- Computer Skills
- Leadership
- Ability to Multitask
- Fast Learner
- Sales and Marketing
- Critical thinking and problem solving
- Communication Skills
- Patience
- Troubleshooting
- MS Office
- Quality Assurance
- Data Entry
- Supervision and leadership
- Problem Resolution
- Active Listening
Country
United States
Personal Information
Title: Remote Customer Service Agent
Timeline
Front/Back Office Supervisor
Radford and Associate
01.2022
Associate Manager
TownePlace Suites by Marriott
04.2019 - 05.2022
Remote-Dispacther
Smith Transportation
01.2019 - 12.2022
Associate of Science -
Dallas El Centro College
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