Summary
Overview
Work History
Education
Skills
Timeline
Generic

Taylor Hawkins

Mattoon,IL

Summary

Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills; Hardworking employee with customer service, multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience. Adept at working effectively unsupervised and quickly mastering new skills.

Overview

11
11
years of professional experience

Work History

Customer Service Representative Trainer

Conxxus
Sullivan, IL
10.2023 - Current
  • Increased effectiveness of customer service operations through the creation of a variety of instructional materials such as job aids, user manuals, and online courses.
  • Ensured that new hires receive adequate orientation regarding company culture and processes prior to beginning work duties.
  • Created realistic scenarios for trainees to practice dealing with difficult customers through role play activities.
  • Assisted management in developing long-term plans for enhancing the quality of customer service provided.
  • Implemented effective training strategies that enabled customer service representatives to become well-versed in company policies, procedures, and products.
  • Provided valuable support in developing the skills and knowledge of customer service representatives.

Head Server

Luigi's Italian Restaurant
Mattoon, IL
08.2018 - Current
  • Managed cash register operations including ringing up orders and processing payments accurately.
  • Greeted guests, provided menus and answered questions regarding menu items.
  • Assigned duties to servers and monitored their performance.
  • Assisted in developing promotional activities such as special events or discounts to attract more business.
  • Monitored the dining room for cleanliness, proper table maintenance, and customer satisfaction.
  • Provided guidance to servers on proper etiquette when dealing with customers.
  • Maintained an efficient working environment by ensuring all areas were stocked with necessary equipment and supplies.
  • Ensured compliance with health department regulations by monitoring food safety practices throughout the restaurant.
  • Ensured that all tables were properly set up with appropriate supplies.
  • Developed training materials for new employees on restaurant policies, procedures, and standards.
  • Resolved customer complaints in a professional manner while maintaining positive relationships with customers.
  • Served high volume of tables at once and simultaneously supervised serving staff.
  • Dealt with customer issues for servers, consistently upholding professionalism and calmness to maintain customer satisfaction.
  • Reconciled cash register at close of business, verifying totals and quickly resolving discrepancies.
  • Completed opening and closing checklists to ensure smooth restaurant operations.
  • Trained new servers on menu items and restaurant standards.
  • Interacted and engaged with patrons to promote friendly environment.

Customer Service Supervisor

Rural King
Mattoon, IL
11.2021 - 10.2023
  • Participated in hiring interviews and selection process for new team members.
  • Developed processes and systems to improve efficiency within the department.
  • Analyzed customer feedback data to identify trends in customer service issues.
  • Provided guidance, training, coaching and mentoring to call center team members.
  • Maintained accurate records of all customer interactions using the company's CRM system.
  • Documented changes made within the department as part of continuous improvement efforts.
  • Reviewed daily reports on call volume, sales, abandoned calls and other statistics.
  • Assigned tasks to agents based on their skillset and availability.
  • Conducted performance reviews of call center staff and documented results.
  • Created incentives for employees who achieved high performance standards.
  • Coordinated with IT department to troubleshoot and resolve technical issues impacting call center operations.
  • Trained and supervised new employees to promote overall team productivity and consistent service.
  • Identified and addressed training gaps to enhance team competency and efficiency.
  • Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships.
  • Oversaw daily operations of call center team, ensuring adherence to performance standards.

Food Service Manager

Baxter's American Grille
Champaign, IL
04.2021 - 10.2021
  • Developed and implemented standard operating procedures for food service staff.
  • Ordered necessary supplies and ingredients on a regular basis to meet operational needs.
  • Created menus that incorporated seasonal ingredients while adhering to budgetary constraints.
  • Conducted weekly employee meetings to discuss performance issues and training opportunities.
  • Coordinated catering services for special events within the facility.
  • Hired, trained, motivated and evaluated team members in order to maximize productivity levels.
  • Adhered to company food, safety, quality and sanitation policies.
  • Reconciled daily transactions, balanced cash registers and deposited restaurant's earnings at bank.

Environmental Services Housekeeper

Mattoon Healthcare & Rehabilitation Center
Mattoon, IL
06.2019 - 10.2019
  • Followed safety procedures when using chemical agents to clean surfaces or laundry detergents when washing linens and clothes.
  • Emptied trash receptacles and disposed of waste materials properly.
  • Replenished supplies such as soap, toilet paper and paper towels in restrooms.
  • Cleaned and sanitized patient rooms, bathrooms, offices and other areas according to prescribed procedures.
  • Kept storage areas organized and free of clutter by disposing of unused items appropriately.
  • Helped prevent spread of infections by sanitizing surfaces, furniture and equipment.
  • Exceeded facility standards regularly by working with detail-oriented approach.

Server

Villa Pizza
Mattoon, IL
11.2017 - 08.2018
  • Took orders from customers accurately and in a timely manner.
  • Ensured that each guest was served courteously, quickly, and efficiently.
  • Handled money transactions accurately while following company procedures for handling cash payments.
  • Greeted guests and provided menus.
  • Upheld high standards of sanitation in accordance with health department regulations.
  • Checked food before serving it to customers.

Insurance Customer Service Representative

Spherion Staffing
Charleston, IL
09.2015 - 01.2017
  • Greeted customers and provided prompt, courteous service.
  • Advised customers on available coverage options that best fit their individual needs.
  • Developed strong relationships with clients by providing exceptional customer service.
  • Conducted follow-up calls to ensure satisfactory resolution of customer issues.
  • Assisted with customer inquiries, complaints, and requests for information regarding insurance policies.
  • Assisted with resolving complex claims or billing disputes in a timely manner.
  • Researched relevant policy information to answer customer questions.
  • Investigated discrepancies between actual charges and expected premiums.
  • Performed administrative duties such as filing, scanning, faxing, copying documents.
  • Provided quotes on various types of insurance policies.
  • Maintained accurate records of customer interactions and transactions.

Call Center Representative

Consolidated Call Center Services
Mattoon, IL
12.2013 - 09.2015
  • Resolved customer complaints in a timely manner to ensure customer satisfaction.
  • Provided accurate information regarding products and services while upselling additional products when appropriate.
  • Attended regular training sessions on updates and changes within the industry or organization.
  • Developed effective working relationships with team members across multiple departments.
  • Monitored call queues in order to prioritize incoming calls by urgency or importance level.
  • Maintained records of customer interactions, transactions, comments and complaints.
  • Followed standard processes and procedures for proper escalation of unresolved issues to appropriate internal teams.
  • Utilized knowledge base to answer inquiries from customers quickly and effectively.
  • Answered incoming calls from customers and provided assistance with product inquiries, billing questions, and other customer service related issues.

Education

High School Diploma -

Mattoon High School
Mattoon, IL
05-2014

Skills

  • Task Delegation
  • Feedback Delivery
  • Coaching Techniques
  • Performance Improvement
  • Cleanliness standards
  • Guest Engagement
  • Strong Work Ethic
  • Exceptional customer service

Timeline

Customer Service Representative Trainer

Conxxus
10.2023 - Current

Customer Service Supervisor

Rural King
11.2021 - 10.2023

Food Service Manager

Baxter's American Grille
04.2021 - 10.2021

Environmental Services Housekeeper

Mattoon Healthcare & Rehabilitation Center
06.2019 - 10.2019

Head Server

Luigi's Italian Restaurant
08.2018 - Current

Server

Villa Pizza
11.2017 - 08.2018

Insurance Customer Service Representative

Spherion Staffing
09.2015 - 01.2017

Call Center Representative

Consolidated Call Center Services
12.2013 - 09.2015

High School Diploma -

Mattoon High School

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Taylor Hawkins