Taylor Walker
Sound Thinking Inc
Wintet Springs
8
years of professional experience
Customer Care Supervisor overseeing 50+ cases per day, directing case queues, escalations, and service-level commitments in a customer support environment. Coaches representatives on Zendesk ticketing, troubleshooting workflows, communication standards, and documentation accuracy to improve resolution quality. Partners with product, billing, and technical teams while reviewing call and case quality to strengthen service compliance and customer satisfaction.
Work History
Customer Care Supervisor
4 Years 7 Months- Track 80 customer cases weekly to keep service queues moving and follow up on open issues.
- Coach representatives on troubleshooting, communication standards, and documentation accuracy to strengthen day-to-day service quality.
- Partner with product, billing, and technical teams to resolve complex customer issues across departments.
- Review call and case quality to reinforce policy compliance and consistent service delivery.
- Train new hires on CRM processes, escalation paths, and service procedures to support faster ramp-up.
- Maintain client records, contracts, and interaction notes to support accurate account history and follow-up.
Customer Service Representative
3 Years- Handled 60-80 customer inquiries daily across phone, email, and chat with accurate, timely support.
- Processed customer requests and updated account records in internal systems with strong attention to detail.
- Documented service interactions and routed complex issues to the right teams for faster follow-up.
- Managed multiple priorities while meeting quality and response standards during busy service periods.
- Built rapport through active listening, supporting repeat business and stronger customer retention.
- Followed up on resolved issues to reinforce service quality and maintain customer confidence.
Education
High School Diploma
Skills
Operations management
Staff oversight
Policy implementation
Training coordination
Coaching and mentoring
Performance improvement
Customer relations
Complaint resolution
Escalation management
Service recovery
Attention to detail
Quality assurance
CRM administration
Service level monitoring
Customer satisfaction analysis
Timeline
Customer Care Supervisor
Sound Thinking Inc
04.2022 - CurrentRead More
Customer Service Representative
Everisepc
04.2019 - 04.2022Read More
The Pentecostal Church Of Christian Academy
High School Diploma
Read More