Taylor Wallace
Dayton,OH
Summary
Focused customer service professional dedicated to meeting and exceeding customer expectations by delivering industry-leading support. Skilled in handling inbound and outbound calls, online requests and emails with good problem-solving, multitasking and research abilities. Background in customer care roles with high-volume customer demands.
Overview
9
9
years of professional experience
Work History
Apple Support Chat
Kelly Services
Dayton, OH
10.2024 - 02.2025
- Utilized job-related software to prepare change of address records and issue service discontinuance orders.
- Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
- Suggested improvements in the current workflow processes based on user feedbacks.
- Monitored customer satisfaction levels through surveys and feedback forms.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
Customer Support Specialist
Jack Henry & Associates
Remote, OH
04.2024 - 10.2024
- Provided technical support to customers by responding to inquiries and resolving issues in a timely manner.
- Assisted customers with product installation, troubleshooting, and usage questions.
- Investigated customer complaints regarding product quality or service rendered.
- Created detailed reports on customer feedback for management review.
- Ensured customer satisfaction through effective communication skills and problem resolution techniques.
- Recorded all customer interactions into the database system accurately and completely.
Chat Customer Care
Hyatt Hotel
Remote
01.2021 - 03.2024
- Resolved an average of 50 customer inquiries per day, maintaining a satisfaction rating of 95%
- Handle customer complaints in a timely manner
- Keep records of customer interactions and provide appropriate solutions.
- Provided excellent customer service by responding to inquiries in a timely and professional manner.
- Maintained accurate records of customer interactions and transactions.
- Assisted customers with product selection, order placement, and payment processing.
- Resolved customer complaints quickly and efficiently.
- Analyzed customer feedback to identify areas for improvement.
- Collaborated with other departments to ensure prompt resolution of customer issues.
Customer Service Representive
Teleperformance
Remote
01.2016 - 01.2021
- Provided strong communication with customers
- Handled situations in a timely manner
- Scheduled appointments & billed the insurance companies.
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Developed strong relationships with customers by providing personalized assistance and support.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Education
Bachelor of Science - Psychology
Walden University
Skills
- Microsoft Office (Excel, Word, PowerPoint)
- Active listener
- Adaptability
- Attention to detail
- Conflict resolution
- Critical thinking
- Decision-making
- Effective communication
- Empathy
- Emotional intelligence
- Patience
- Open-mindedness
- Problem solving
Timeline
Apple Support Chat
Kelly Services
10.2024 - 02.2025
Customer Support Specialist
Jack Henry & Associates
04.2024 - 10.2024
Chat Customer Care
Hyatt Hotel
01.2021 - 03.2024
Customer Service Representive
Teleperformance
01.2016 - 01.2021
Bachelor of Science - Psychology
Walden University