Taylor Steele
Help Desk Specialist
Springfield,TN
Summary
Talented customer service representative bringing over seven years of call center work experience in inbound environments. Maintains positive customer relations and solves problems with excellent communication skills. Hardworking professional possesses knowledge of management methods as well as coaching and mentoring techniques.
Overview
1
1
Certification
10
10
years of professional experience
Work History
Help Desk Specialist
Tyto Athene
09.2022 - 07.2026
- Delivered technical support for user login and course issues, achieving timely issue resolution.
- Created training materials for up to 30 employees, enhancing technician soft skills and knowledge retention.
- Refined QA processes to uncover key performance trends and improve technician performance.
Team Lead
Qualfon
09.2020 - 08.2022
- Developed and adjusted work schedules to align with fluctuating staff levels and workload demands.
- Managed payroll submissions for employees, ensuring accuracy and timeliness.
- Led team of up to 19 agents in data entry and customer relations, enhancing service quality and operational effectiveness.
Senior Agent
Qualfon
10.2018 - 09.2020
- Supervised team of 12 agents, coaching and mentoring to enhance service quality.
- Captured and organized caller data using Zendesk and proprietary ticket tracking systems.
- Resolved caller issues efficiently, ensuring high customer satisfaction.
Sales Clerk
7-eleven
12.2016 - 04.2018
- Conducted cycle counts and inventory audits to maintain accurate stock levels.
- Managed store opening and closing procedures by balancing cash registers and receipts.
- Facilitated buying experience for over 160 customers daily, contributing to improved customer satisfaction ratings.
Education
High School Diploma -
Manchester High School
Manchester, MI07.2015
Skills
Customer service
Teamwork and collaboration
Employee coaching and mentoring
Certification
Six Sigma Green Belt
Timeline
Help Desk Specialist
Tyto Athene
09.2022 - 07.2026
Team Lead
Qualfon
09.2020 - 08.2022
Senior Agent
Qualfon
10.2018 - 09.2020
Sales Clerk
7-eleven
12.2016 - 04.2018
High School Diploma -
Manchester High School