Taylor Shaw
Collierville,TN
Summary
Customer-focused professional willing to go extra mile to meet customer needs, increase satisfaction and promote loyalty. Expertly handles diverse concerns with solution-focused mindset and attention to detail. Excels in research, documentation and problem-solving.
Overview
9
9
years of professional experience
Work History
Administration Coordinator
Corporate Executives
Memphis, TN
08.2021 - 09.2023
- Coordinated service schedules and appointments with clients.
- Provided customer service to ensure client satisfaction.
- Maintained accurate records of services provided for each client.
- Handled incoming calls and inquiries from customers regarding services offered.
- Researched, identified and resolved customer complaints in a timely manner.
- Developed strategies for improving customer experience with the organization's services.
- Assisted in the development of training materials related to service coordination processes.
- Compiled information on competitor services and pricing structures as needed.
- Analyzed data to identify trends in customer needs and preferences related to services offered.
- Conducted regular meetings with departmental staff to discuss current initiatives and projects.
- Served as a primary point of contact for clients, addressing inquiries, providing updates, and ensuring overall satisfaction with services rendered.
- Managed a high volume of client requests, ensuring timely and effective service delivery.
Social Worker
A Place 4 Friends Senior Living
Memphis, TN
06.2018 - 08.2021
- Directed and coordinated customer care teams to effectively meet customer service goals.
- Developed strategies for improving customer satisfaction and loyalty.
- Monitored team performance metrics, including call quality and average handle time, to ensure high-quality customer service standards were met.
- Conducted regular training sessions with staff members to ensure they had the necessary knowledge and skills to provide excellent customer service.
- Investigated complex customer inquiries or complaints, resolving issues as needed.
- Created reports detailing team performance trends and statistics for management review.
- Maintained a positive work environment that encouraged collaboration and communication between team members.
- Resolved escalated customer concerns in an efficient manner.
- Held weekly meetings with staff to discuss progress towards departmental goals.
- Interviewed clients, families, or groups to assess situations, limitations and issues and implement services to address needs.
- Updated client documentation for accurate, compliant and current records.
- Supported clients and families with empathy and compassion during difficult times.
- Educated families on available community resources, connecting them with essential services such as housing assistance, financial aid, or healthcare providers.
Customer Service Representative Team Lead
William Sonoma
Olive Branch, MS
01.2015 - 06.2018
- Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
- Liaised between customers and retail buyers to expedite orders and meet customer demands.
- Took special orders in person and over telephone, generating additional revenue every month.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Mentored junior team members and managed employee relationships.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Led department and supported team leads with process and personnel needs.
- Managed escalated customer issues, ensuring swift resolution and maintaining positive relationships with clients.
- Assisted in recruiting new hires for the customer service department, conducting interviews and making hiring recommendations.
Education
Bachelor of Science - Social Studies Education
University of Arkansas At Pine Bluff
Pine Bluff, AR12.2018
Skills
- Telephone Communication
- MS Office Expertise
- Team Leadership
- Goal Setting
- Project Planning
- Logistics Coordination
- Commission Structures
- Issue Resolution
- Tech Support
- Employee Retention
- Marketing
- Inbound and Outbound Calls
- De-Escalation Techniques
- Account Management
- Report Generation
- Office Administration
- Document Control
Timeline
Administration Coordinator
Corporate Executives
08.2021 - 09.2023
Social Worker
A Place 4 Friends Senior Living
06.2018 - 08.2021
Customer Service Representative Team Lead
William Sonoma
01.2015 - 06.2018
Bachelor of Science - Social Studies Education
University of Arkansas At Pine Bluff