Summary
Overview
Work History
Education
Skills
Timeline
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Taylor Hoffman

Palm Beach Gardens,FL

Summary

Resourceful Specialist offering expertise in problem-solving, data analysis and customer service in a call center environment. Adept at quickly learning new technologies and processes for driving success. Proven track record of successfully managing multiple projects and developing innovative solutions while handling high volume escalated calls.

Overview

5
5
years of professional experience

Work History

Purchase Specialist

Freedom Mortgage Corporation
09.2021 - 12.2023
  • Followed all company policies and procedures to deliver quality work.
  • Listened and responded to customer requests and forwarded necessary information to superiors.
  • Interpreted clients' needs and introduced services to fit specific requirements.
  • Assisted with staff training to enforce quality, safety and sanitation guidelines.
  • Developed and managed relationships with key clients and partners to drive growth.
  • Developed and implemented systems to track customer feedback and satisfaction.

Escalation Specialist

Freedom Mortgage Corporation
09.2020 - 10.2021
  • Resolved customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
  • Offered suggestions and alternatives to provide customers with solutions, boosting customer satisfaction.
  • Followed up on customer interactions to maintain customer communication and successfully close resolved issues.
  • Responded to customer inquiries to address concerns and maintain customer satisfaction and loyalty.
  • Identified and reported trends in customer complaints to improve products and prevent future complaints.
  • Kept accurate records of customer interactions to be used for training, quality assurance and future reference.

Escalations Manager

PHH Mortgage Corporation
02.2019 - 09.2020
  • Monitored and analyzed customer feedback to track patterns in feedback and report areas for improvement to management.
  • Collaborated with other departments to meet customer needs and gained feedback to incorporate into sales strategy.
  • Established team priorities, maintained schedules and monitored performance.
  • Participated in customer service training for internal teams to share knowledge and experience and improve quality of customer service.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.

Education

Associate of Arts - Radiology

Palm Beach State College
Lake Worth, FL
05.2014

Skills

  • Emergency Response
  • Documentation management
  • Advanced communication
  • Expert problem-solving
  • Conflict resolution
  • Customer service
  • Project management
  • Root Cause Analysis
  • Quality Assurance
  • Customer Relations
  • Management Collaboration
  • Team leadership

Timeline

Purchase Specialist

Freedom Mortgage Corporation
09.2021 - 12.2023

Escalation Specialist

Freedom Mortgage Corporation
09.2020 - 10.2021

Escalations Manager

PHH Mortgage Corporation
02.2019 - 09.2020

Associate of Arts - Radiology

Palm Beach State College

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Taylor Hoffman