TAYLOR LOWE
Chicago,IL
Summary
Customer operations professional with 7+ years of experience in high-volume service and back-office operations. Proven success in resolving account issues, applying business policies, and collaborating with internal teams to enhance compliance and customer satisfaction, while managing competing priorities in fast-paced environments.
Overview
11
11
years of professional experience
Work History
Representative 2, Credit & Collections – Back Office
COMCAST
Virtual, IL
06.2024 - Current
- Investigated and resolved account and service-related issues by reviewing customer information and internal policies, ensuring compliance and customer satisfaction.
- Apply established business policies and procedures related to collection blocks and service eligibility to support accurate and compliant operational decisions.
- Guided internal employees in addressing customer situations, enabling teams to navigate processes and resolve issues efficiently.
- Review confidential customer documentation to determine whether locations meet requirements for service clearance.
- Support audit activities by reviewing delinquent customer accounts, conducting customer outreach, and documenting findings.
- Partner with team members and management to evaluate complex situations and determine appropriate business decisions.
- Identify discrepancies and potential issues during account reviews and take appropriate action based on established procedures.
- Maintain accuracy and confidentiality when handling sensitive customer and account information.
- Managed competing priorities in high-volume back-office environment, ensuring attention to detail and maintaining service quality.
Representative 2, Credit & Collections – Commercial
COMCAST
Virtual, IL
10.2023 - 06.2024
- Managed inbound and outbound interactions with commercial customers to resolve outstanding balances and payment arrangements, ensuring timely account resolutions.
- Reviewed customer billing and clarified charges, leading to identification and resolution of account discrepancies and service-related questions.
- Used problem-solving and active listening skills to de-escalate concerns and maintain positive customer relationships.
- Documented collection activity, customer interactions, and account resolutions accurately in the CSG system.
- Reviewed and updated customer billing information to ensure account records remained accurate and current.
- Balanced customer experience with company policies and payment requirements to support operational compliance and enhance customer satisfaction.
- Collaborated with internal teams to address account issues.
Customer Service Representative
CIRCLE K
Chicago, IL
12.2018 - 07.2022
- Delivered customer service in a fast-paced, high-volume environment while managing multiple operational priorities.
- Resolved customer concerns effectively, fostering a professional and positive customer experience.
- Trained new employees on customer service standards, store procedures, cash handling, and daily operations to ensure team readiness.
- Managed cash transactions and reconciled tills while maintaining accuracy and adherence to company procedures.
- Held key holder position with responsibility for store access, opening and closing procedures, and operational continuity.
- Organized inventory and streamlined store operations to uphold consistent service standards.
Sales Associate / Key Holder
PAYLESS SHOE SOURCE
Chicago, IL
12.2015 - 09.2017
- Recognized as a top sales associate for two consecutive months based on sales performance.
- Provided customer-focused service in high-volume retail environment, achieving sales and operational goals.
- Executed transactions, handled cash, addressed customer inquiries, and ensured smooth daily store operations.
- Addressed customer concerns, preserving positive shopping experience and upholding company standards.
- Managed store opening and closing procedures as a key holder.
Part-Time Sales Associate
DOWNTOWN LOCKER ROOM
Chicago, IL
08.2015 - 09.2016
- Consistently ranked among the top five sales associates in the Chicago region.
- Delivered personalized customer service and product recommendations to enhance customer satisfaction in a fast-paced retail environment.
- Executed multiple customer transactions with accuracy and efficiency to improve overall checkout experience.
- Assisted with inventory management, floor sets, stocking, and daily store operations to ensure optimal store presentation.
Graphic Designer
AFTER SCHOOL MATTERS
Chicago, IL
04.2015 - 06.2015
- Collaborated with team to design and launch youth-driven website project, enhancing user engagement.
- Contributed to project planning and creative development, ensuring alignment with project goals.
- Communicated design ideas effectively, adhering to project requirements and deadlines for successful delivery.
Education
EPIC Academy -
EPIC Academy
Chicago, IL06-2013
Coursework in Progress
Western Governors University
Chicago, ILLynchburg College
Lynchburg, VASkills
- Collections Management
- Customer Account Management
- Process & Policy Compliance
- Incident & Issue Resolution
- Escalation Support
- Operational solutions
- Compliance Auditing
- Risk & Compliance
- High-Volume Collections
- CSG Systems
- Data Analysis Tools
- Cross-functional teamwork
- Employee Training
- Customer Communications
- Root-Cause Analysis
- Case documentation
- Customer Service Operations
Leadership And Community Experience
- FREEDOM CHURCH, Volunteer Leader, 01/01/08, Present, Developed an organized sign-in system to improve tracking and administrative efficiency., Supervised children and supported day-to-day program operations., Assisted with organizing fundraising activities and community initiatives.
- EPIC ACADEMY STUDENT LEADERSHIP, Student Leader, 01/01/09, 01/01/13, Organized school events and supported open-house activities., Led tours for visitors and represented the school in a professional and welcoming manner., Collaborated with students and staff to support successful events and programs.
Timeline
Representative 2, Credit & Collections – Back Office
COMCAST
06.2024 - Current
Representative 2, Credit & Collections – Commercial
COMCAST
10.2023 - 06.2024
Customer Service Representative
CIRCLE K
12.2018 - 07.2022
Sales Associate / Key Holder
PAYLESS SHOE SOURCE
12.2015 - 09.2017
Part-Time Sales Associate
DOWNTOWN LOCKER ROOM
08.2015 - 09.2016
Graphic Designer
AFTER SCHOOL MATTERS
04.2015 - 06.2015
EPIC Academy -
EPIC Academy
Coursework in Progress
Western Governors University
Lynchburg College