Taylor Greene
North Las Vegas
Summary
Client-focused marketing and technical support professional with 6+ years of experience delivering exceptional customer service in fast-paced environments. Strong background supporting account management, troubleshooting technical systems, and helping clients navigate digital platforms. Proven ability to build relationships, retain clients, manage CRM records, and resolve issues via phone and email with professionalism and empathy. Experience supporting social media and digital content initiatives, combined with a strong desire to grow in online marketing, website support, and customer success. Known for being detail-oriented, adaptable, and committed to providing reliable client support that drives retention and satisfaction.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Social Media Coordinator
Dr. Martin Luther King Jr. Community Committee
12.2024 - Current
- - Manage Instagram and Facebook accounts to support digital marketing efforts.
- - Create and publish content for events, campaigns, and community initiatives.
- - Drove 7,100+ page views in a 30-day period through strategic posting and engagement.
- - Respond to messages and comments to maintain positive relationships.
- - Track engagement metrics to improve visibility and performance.
Customer Service Operations Analyst
Verizon Wireless
10.2022 - 10.2024
- Monitor quality assurance results and provide actionable insights to improve service outcomes
- Forecast staffing needs based on historical data, volume trends, and seasonality
- Support workforce planning and scheduling analysis to maximize coverage and service efficiency
- Review and audit customer transactions and interactions for accuracy, compliance, and quality
- Identify training gaps through performance data and assist with developing targeted coaching recommendations
- Collaborate cross-functionally with IT, operations, and business teams to enhance systems and tools
- Ensure adherence to policies, regulatory guidelines, and internal standards
- Prepare executive-level summaries and presentations translating data into business insights
- Support system implementation, upgrades, and process rollouts related to customer service operations
- Maintain data integrity and ensure reports are accurate, consistent, and actionable
- Track the impact of operational changes and continuously refine reporting methodology
Dedicated Expert – Strategic Enterprise Government Accounts
T-Mobile
04.2021 - 10.2022
- Served as the primary liaison for large-scale government and enterprise accounts, ensuring seamless integration of Sprint services during the T-Mobile merger.
- Managed account strategy, device deployments, and service plan optimization, driving operational efficiency and cost-effectiveness for 500+ end users.
- Provided expert guidance on mobility solutions, troubleshooting escalated technical issues, and coordinating cross-functional teams to resolve complex challenges.
- Conducted account reviews, adoption training, and end-user support to ensure smooth transition, minimal disruption, and high client satisfaction.
- Maintained compliance with federal and organizational security protocols, safeguarding sensitive account data and operations.
- Delivered actionable reporting on account performance, service adoption, and merger-related initiatives to leadership and stakeholders.
Messaging Technical Support Advocate
Verizon Wireless
05.2019 - 04.2021
- Provided expert-level support for messaging, device, and network issues for Verizon consumer accounts, resolving escalated technical inquiries efficiently.
- Guided customers through troubleshooting steps for SMS, MMS, email, and mobile app-related issues, ensuring seamless device functionality.
- Collaborated with internal engineering and technical teams to diagnose and resolve complex service outages or device malfunctions.
- Maintained accurate documentation of service requests, troubleshooting steps, and resolutions in CRM systems for accountability and trend analysis.
- Educated customers on features, best practices, and security protocols, improving user experience and reducing repeat issues.
- Escalated unresolved technical concerns to higher-level support while keeping customers informed, preserving high satisfaction ratings.
Customer Service Advocate
Verizon Wireless
04.2018 - 05.2019
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Maintained a positive work environment, fostering team collaboration and continuous improvement.
- Provided expert-level support for messaging, device, and network issues for Verizon consumer accounts, resolving escalated technical inquiries efficiently.
- Guided customers through troubleshooting steps for SMS, MMS, email, and mobile app-related issues, ensuring seamless device functionality.
- Collaborated with internal engineering and technical teams to diagnose and resolve complex service outages or device malfunctions.
- Maintained accurate documentation of service requests, troubleshooting steps, and resolutions in CRM systems for accountability and trend analysis.
- Educated customers on features, best practices, and security protocols, improving user experience and reducing repeat issues.
- Escalated unresolved technical concerns to higher-level support while keeping customers informed, preserving high satisfaction ratings.
Education
High School Diploma -
Bishop Gorman High School
Las VegasSkills
- Customer Support & Retention
- Account Management
- Relationship Building
- CRM Systems
- Website Support
- Social Media Management
- Content Creation
- Digital Marketing Support
- Technical Troubleshooting
- Client Communication
- Microsoft Office
- Google Workspace
- Time Management
- Adaptability
- Team Collaboration
- Detail-Oriented
- Multi-Tasking
Affiliations
Dr. Martin Luther King Jr. Committee of Las Vegas, NV
Certification
Six Sigma Yellow Belt
Six Sigma White Belt
Timeline
Social Media Coordinator
Dr. Martin Luther King Jr. Community Committee
12.2024 - Current
Customer Service Operations Analyst
Verizon Wireless
10.2022 - 10.2024
Dedicated Expert – Strategic Enterprise Government Accounts
T-Mobile
04.2021 - 10.2022
Messaging Technical Support Advocate
Verizon Wireless
05.2019 - 04.2021
Customer Service Advocate
Verizon Wireless
04.2018 - 05.2019
High School Diploma -
Bishop Gorman High School