TaylorRose Tauscher
Staten Island,NY
Summary
Talented Team Leader experienced and dedicated to enhancing employee satisfaction and business success. Diplomatic and friendly with proven commitment to employee training. Hardworking team player bringing necessary experience and knowledge to tackle any operational demand.
Overview
12
12
years of professional experience
Work History
Shift Manager
McDonalds
07.2018 - 03.2019
- Responsible for opening store
- Counting the safe and registers for employees making sure all money is accounted for
- Make sure equipment is working properly for crew members
- Delegating task to crew members to ensure inventory is stocked.
- Excelled in every store position and regularly backed up front-line staff.
- Trained new employees on company policies, procedures, and job responsibilities, ensuring seamless integration into the team.
- Tracked receipts, employee hours, and inventory movements.
Crew Member
McDonalds
07.2018 - 03.2019
- Worked with a team to execute customer’s orders
- Accurately put together orders to ensure customers were not missing items
- Worked quickly to ensure customer were not waiting.
Sr. Loan Consultant
First Source Advantage
05.2017 - 11.2017
- Answered inbound calls
- Completed loan applications
- Reviewed pre-qualified offers with customers
- Went over approval with customer or advised of decline
- Explained loan process and estimated timeline
- Insured accuracy of all loan documents and stipulations
- Kept customer up to date on account status.
Jr. Loan Consultant
First Source Advantage
05.2017 - 11.2017
- Answered inbound call
- Completed loan applications
- Transferred customers with pre-qualified offers to Sr. Loan Consultant.
Affiliate Manager
Delux Transportation Services
10.2014 - 04.2017
- Reserved reservations nationwide and worldwide for clients
- Established and nurtured mutual beneficial relationships with over 100 affiliates
- Communicated with team members to make sure procedures were followed through.
Training Manager
Delux Transportation Services
10.2014 - 04.2017
- Review customer service call recordings and create call sets for each call center agent to use in training sessions
- Create training schedule, making sure that the call center remained fully staffed during training sessions
- Meet with each call center agent and review calls the have handled and/or review live calls
- Create reports and keep records of each agent’s progress and areas that need improvement
- Continuously present new ideas and implement them to improve customer service and maintain uniformity in the call center.
Call Center Reservationist
Delux Transportation Services
10.2014 - 04.2017
- Answer inbound calls and provide the highest level of customer service
- Input customer’s information into reservation screen, paying attention to detail and including all pertinent information
- Offer all services available based on the customer’s needs.
Team Lead
E-ZPass NY
03.2019 - Current
- Completed and distributed reports with CSR STATs, monthly and weekly
- Assisted CSRs when needed on calls
- Took customer request for supervisor
- Established clear performance metrics for the team which helped in tracking progress towards set targets effectively.
- Coached team members in techniques necessary to complete job tasks.
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
- Assist with General Calls when deemed necessary by management.
- Optimized resource allocation by analyzing team member skills and project requirements, resulting in increased efficiency.
- Created detailed project plans outlining goals, timelines, and resources, to ensure alignment with company objectives.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Conducted regular reviews of operations and identified areas for improvement.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Supervised team members to confirm compliance with set procedures and quality requirements.
Customer Service Representative
E-ZPass NY
03.2019 - Current
- Assisted customers with account updates
- Helped customer resolve violations and toll bills
- Handled high call volume
- Handle calls in a timely manner
- Ensured customer’s needs were met during their call.
- Investigated and resolved customer inquiries and complaints quickly.
- Assisted customers in navigating company website and improving overall user experience.
Debt Recovery Agent
American Coradius International, LLC
11.2017 - 05.2018
- Communicated with clients by phone to attempt to bring delinquent accounts current
- Discuss payment plans available to clients
- Worked with 3rd party agencies such as debt settlement agencies to assist clients.
Crew Member
McDonald’s
10.2011 - 05.2014
- Improved customer relations by greeting customers warmly
- Worked with team of 12 to ensure customer satisfaction
- Informed customers of promotions to increase sales
- Managed a high volume environment completing orders accurately and quickly.
Education
Business Skills Certificate -
Grace Institute
Regents Diploma -
New Dorp High School
Skills
- Strong Organizational Skills
- Problem-Solving
- Staff Training
- Time Management
- Customer Service
- Proficient in MS Word
- Handling High Call Volume
- People Management
- Leading Team Meetings
- Overseeing Daily Activities
- Call Center Operations
- Issue Resolution
Timeline
Team Lead
E-ZPass NY
03.2019 - Current
Customer Service Representative
E-ZPass NY
03.2019 - Current
Shift Manager
McDonalds
07.2018 - 03.2019
Crew Member
McDonalds
07.2018 - 03.2019
Debt Recovery Agent
American Coradius International, LLC
11.2017 - 05.2018
Sr. Loan Consultant
First Source Advantage
05.2017 - 11.2017
Jr. Loan Consultant
First Source Advantage
05.2017 - 11.2017
Affiliate Manager
Delux Transportation Services
10.2014 - 04.2017
Training Manager
Delux Transportation Services
10.2014 - 04.2017
Call Center Reservationist
Delux Transportation Services
10.2014 - 04.2017
Crew Member
McDonald’s
10.2011 - 05.2014
Business Skills Certificate -
Grace Institute
Regents Diploma -
New Dorp High School
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