Taylor Green
Los Angeles,CA
Summary
Diligent Team lead with proven background in leading customer service teams to achieve high satisfaction rates. Demonstrated ability to resolve complex issues efficiently while maintaining positive team environment. Successfully utilized conflict resolution and communication skills to enhance team performance and customer experiences.
Dedicated Customer Service Representative with 6 years of experience delivering high-quality support in fast-paced environments. Expert in managing customer inquiries, resolving complaints, and maintaining a high level of customer satisfaction through efficient and clear communication. Adept at handling large volumes of interactions across multiple channels while maintaining professionalism and adherence to company standards. Known for strong problem-solving abilities, attention to detail, and a focus on building lasting customer relationships. Seeking to contribute to a dynamic organization committed to providing exceptional service.
Overview
12
12
years of professional experience
Work History
Customer Service Representative- Team lead (Remote)
Maximus
01.2021 - 08.2024
- Managed a high volume of inbound calls from customers, addressing inquiries and promptly resolving issues while processing orders.
- Delivered exceptional customer service, consistently exceeding company metrics for call handling time and customer satisfaction.
- Follow company guidelines to resolve complaints and escalate issues when necessary, ensuring timely resolution.
- Maintained accurate and up-to-date records of all customer interactions using CRM software.
- Collaborated with internal teams to ensure that customer concerns were addressed quickly and effectively.
- Developed strong relationships with customers by providing personalized assistance and support.
- Led team to enhance customer satisfaction through effective communication and issue resolution.
- Trained new representatives on company policies, procedures, and best practices for service excellence.
- Monitored call metrics to identify trends and implement strategies for performance improvement.
- Facilitated regular team meetings to discuss challenges, share feedback, and promote a collaborative environment.
- Developed training materials that improved onboarding efficiency and knowledge retention among staff.
- Resolved complex customer inquiries by collaborating with cross-functional teams to ensure swift resolutions.
- Provided ongoing support to team members through mentoring, coaching, and skill development sessions.
- Boosted morale within the team by organizing engaging team-building activities and encouraging open communication among peers.
- Managed escalated customer issues, ensuring swift resolution and maintaining positive relationships with clients.
- Conducted regular performance evaluations, setting clear expectations and providing constructive feedback to support professional growth.
- Improved overall call center performance with effective coaching and feedback to team members.
Customer Service Agent (Hybrid)
Maximus
11.2015 - 01.2019
- Assisted customers with account inquiries, billing questions, and product orders through phone and email support.
- Ensured a seamless customer experience by quickly identifying needs and offering solutions that aligned with company policies.
- Managed multiple customer interactions per shift, handling both routine and complex inquiries.
- Maintained detailed logs of customer interactions, ensuring accurate reporting and follow-up on unresolved issues.
- Consistently met and exceeded performance targets for customer satisfaction, call resolution time, and responsiveness.
Customer Support Representative
Manpower
06.2012 - 11.2015
- Provided comprehensive support to customers via phone, email, and live chat, addressing a wide range of inquiries.
- Handled billing issues, account management, and general inquiries while ensuring a high level of customer satisfaction.
- Followed established protocols to escalate unresolved issues to relevant departments, ensuring efficient solutions.
- Maintained a calm and professional demeanor during high-pressure situations, helping to resolve conflicts and diffuse customer frustration.
- Used CRM systems to document interactions and track resolutions, ensuring seamless communication between customer support teams.
Education
Associate of Arts - Early childhood development/education, agriculture
Los Angeles Community College
Los Angeles, CA07-2027
High School -
West Adams Preparatory
05.2013
Skills
- Paperwork Processing
- Customer Service Excellence
- Report on Generation
- Complaint resolution
- Call Management
- Inbound and Outbound Calling
- CRM software
- Team management
- Call center experience
- Complaint handling
- Team coaching
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Documented and resolved customer concerns which led to satisfaction.
- Supervised team of 7 staff members.
Timeline
Customer Service Representative- Team lead (Remote)
Maximus
01.2021 - 08.2024
Customer Service Agent (Hybrid)
Maximus
11.2015 - 01.2019
Customer Support Representative
Manpower
06.2012 - 11.2015
Associate of Arts - Early childhood development/education, agriculture
Los Angeles Community College
High School -
West Adams Preparatory