Taylor Ward

Customer Service

• Resolve 100+ weekly customer inquiries via phone, email, and chat and achieves on average 90% customer satisfaction rate.
• Review and follow-up on escalation request to ensure satisfactory resolution, 100% on escalation resolutions.
• Productive relationship builder, excel at listening to customer needs, articulating product benefits and creating solutions that provide value to the customer.
• Create and update any maintenance of messaging scripts for the customer service department, encompassing email, chat, and text communication channels, ensuring consistency and effectiveness in customer interactions.
• Proficient in utilizing Miuros for QA reviews and data tracking purposes. Experienced in navigating various pages within Miuros to conduct effective QA assessments.
• Provided comprehensive assistance in training new hires, ensuring a smooth onboarding process and facilitating their integration into the team.

Social Media

• Monitored user-generated content and encouraged high-quality submissions through contests or promotional incentives, garnering increased audience engagement.
• Managed social media accounts, ensuring timely responses to comments, messages, and reviews for enhanced customer service.
• Helped developed social media calendar, which included scheduling email blasts, social media posts, marketing campaigns, and website updates.
• Collaborate with Social Media Manager to brainstorm and contribute creative ideas for campaigns, promotions, and content calendars.
• Effectively managed crises communication during unfavorable situations protecting company''s reputation online.
• Researched latest market trends and analyzed data to develop public relations strategies and tactics.

• Tier 3 specialist - Resolve complex issues requiring detailed systems and applications knowledge that have been escalated from Tier I.
• Responding to customer queries in a timely and accurate way, via phone, email or chat.
• Led and mentored a team for training and developments programs to maximize opportunities for self-development.
• Analyze and investigate fraud trends using existing resources and tools to recommend and deploy measures to control and reduce fraud losses.
• Change and modify customer needs on their purchases.

• 100% in customer resolutions and an average of 90% in company NPS.
• A proponent of results, great customer service, and communication.
• Create enthusiasm and positivity throughout the environment.
• Motivated team member eager to contribute to the business as well as customer satisfaction.
• Achieves sale goals, teamwork, organization, and collaboration.

• Tracked, analyzed, and communicated key metrics/results that improved performance.
• Used organization, project management, and collaboration skills to work as part of a team as well as work with clients.
• Draft pitches and press materials for future and current clientele.
• Staffed special events and interfaced with attending media.
• Accompanied supervisors on television sets and photoshoots.
• Familiarized with local, regional, and national media through research building.