Taylur Jackson
Plano,TX
Summary
An enthusiastic professional with over eleven years of customer-facing experience in dynamic environments. Excelling in adapting to diverse workplace needs, consistently earning trust from both customers and companies. Track record includes fostering satisfaction, resolving concerns, and nurturing long-term loyalty. I take pride in my forward-thinking approach, coupled with a deep understanding of customer-company interactions and a talent for efficiently and courteously resolving complex disputes. My passion lies in ensuring customer satisfaction and professionalism, and I'm committed to not only maintaining but also enhancing my contributions to team success. My strength in communication and composed demeanor equips me to handle challenging situations and address the needs of frustrated clients and colleagues effectively. I'm dedicated to helping organizations expand their customer base through detail-oriented, responsive, and adaptable customer care practices.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Lead Client Care Specialist
Cold Factor Heating & Air Services
05.2023 - Current
- In the assigned role, engagement with a diverse clientele, including potential customers, commercial businesses, and residential homeowners, is a privilege. Primary responsibilities involve warmly welcoming individuals and understanding the purpose of their inquiries. Utilizing various operating systems such as Service Titan, 8x8, QuickBooks, and Microsoft ensures smooth and efficient interactions. Consistency is maintained through adherence to established scripts and training protocols, ensuring a positive customer experience. Tasks encompass assisting customers with a spectrum of needs, from account-related questions to troubleshooting, scheduling, billing inquiries, and more. Additionally, serving as an expert resource involves ensuring accurate product and service information, promptly resolving issues, and facilitating communication between customers and the organization. The overarching goal is to foster satisfaction and trust, thereby making a substantial contribution to the success of Cold Factor.
Front Office Manager/Receptionist
All Hands on Deck
01.2022 - 04.2023
- The role involved efficient management of incoming and outgoing calls, addressing the needs of both commercial and residential homeowners, and skillfully coordinating technicians for diverse job assignments and estimates. This responsibility underscored robust organization and time management skills. Various operating systems, including Thryv, Ring Central, QuickBooks, and Microsoft Excel, were adeptly utilized to streamline operations and enhance efficiency. Within this role, the responsibility included the regular generation of weekly reports, contributing to data-driven decision-making across the organization. A significant component of the duties involved creating detailed estimates for a broad spectrum of handyman and construction projects, alongside managing the invoicing process for both homeowners and subcontractors. Additionally, the handling of expense reports and overseeing the end-to-end process of invoices and payment processing were part of the responsibilities. Beyond the primary responsibilities, a pivotal role was played in overseeing and guiding the processes and job duties of other office staff, ensuring the seamless functioning of the office and contributing to the overall success of the organization.
Customer Service Representative
PennyMac Loan Services, LLC
10.2021 - 03.2022
- Over a 6-month contract, management of a high volume of inbound calls from existing customers was undertaken, consistently delivering exceptional customer service with a focus on mortgage and loan inquiries and requests. Responsibilities included providing accurate and detailed account information, addressing various customer queries related to loan payments, escrow, taxes, payoffs, and loan documents. Additionally, facilitation of the processing of loan payments over the phone was carried out. Beyond these core tasks, successful engagement in cross-selling PennyMac loan producer offers to valued existing customers occurred, utilizing effective rebuttal options to meet specified sales targets. Notably, the role constituted a seasonal 6-month contract position.
Front Office Manager/Receptionist
Mr. Handyman
01.2021 - 10.2021
- In the assigned role, management of a high volume of incoming and outgoing calls was carried out, primarily serving homeowners from both commercial and residential sectors. A cornerstone of the responsibilities involved the efficient dispatching of technicians to their respective job assignments. Demonstrations of strong organizational and time management skills were consistent in this role. Operating within Windows-based systems, effective utilization of platforms such as Service Titan, QuickBooks, and Microsoft was achieved to streamline operations. Duties also included the generation of weekly revenue reports and the coordination of technician routes and service dates, contributing to efficient service delivery. Furthermore, clear communication channels were maintained with commercial builders, including DR Horton, Pulte, and Main Vue Homes. In this capacity, work orders were handled, and timely completion dates were ensured, leveraging knowledge of construction and expertise in various warranty repair processes for homes.truction and expertise in various warranty repair processes for homes.
Sales Associate
RaceTrac Petroleum, Inc.
09.2020 - 03.2021
- In the seasonal role, specialization in creating genuine connections with both new and returning guests was emphasized, offering thoughtful product recommendations to elevate their experience. Commitment to providing prompt, efficient, and courteous service remained unwavering. Responsibilities included meticulously stocking shelves and coolers while actively maintaining inventory of shelf items. Adherence to all relevant RaceTrac, federal, state, and local safety regulations, including food safety guidelines, ensured a secure and compliant environment. Additionally, a pivotal role was played in assisting store management with vendor deliveries, contributing to the smooth flow of operations. Attention to detail extended to the careful handling of cash and the secure processing of safe deposits.
Phlebotomist/Lab Assistant
Exclusive Sticks Pro Phlebotomy School
06.2019 - 06.2020
- Experience in phlebotomy involved a range of responsibilities in the field of specimen collection and laboratory procedures. Tasks encompassed performing blood draws, labeling specimens accurately, operating centrifuges, recording maintenance data, and ensuring proper decontamination processes. Additionally, responsibility extended to updating and maintaining patient information. Proficiency in the collection and storage of specimens was demonstrated, strictly following established procedures. This involved utilizing techniques with straight needles or butterfly needles, matching laboratory requisition forms with specimen tubes, and appropriately labeling, centrifuging, splitting, and freezing specimens as per test orders. Maintaining precision, thorough checking of all test requisitions and computer labels ensured 100% accuracy. Packaging specimens for transport and storing them at the required temperature were integral aspects of the role. Care was taken to place samples in the appropriate collection containers and tubes, apply accurate labels, and adhere to specified transport procedures, thereby safeguarding the integrity of the specimens. Commitment to safety included a thorough understanding and compliance with OSHA and DEP regulations, as well as adherence to laboratory guidelines for handling biological specimens. A vital role was also played in maintaining clean and fully operational laboratory equipment. To protect patients when collecting blood and tissue samples, meticulous adherence to strict aseptic techniques was demonstrated. This included the cleaning and sterilization of the lab area, tools, and equipment. Moreover, consistently meeting and exceeding workflow requirements showcased self-reliance and a wealth of experience in blood draw techniques.
Sale Pro Associate
Advance Auto Parts
01.2018 - 06.2020
- Excellence in sales was achieved by effectively conveying the distinctive features of a diverse range of products, all while educating customers on their proper application. Additionally, valuable DIY services were offered, encompassing tasks like battery installation, testing, and wiper installation. Responsibilities extended to efficiently processing online orders and facilitating local deliveries, all while ensuring the maintenance of store product stock and operational standards. Pride was taken in the ability to not only achieve personal sales goals but also make significant contributions to overall store sales performance. Team productivity was enhanced by streamlining communication and implementing efficient project management tools. Departmental processes were optimized with the implementation of innovative strategies, resulting in improved efficiency and reduced costs.
Memory Care Caregiver
Orchard Park
01.2016 - 02.2018
- Dedication was directed towards enhancing the quality of life for residents by providing invaluable assistance with their daily living activities. This encompassed offering physical care, involving tasks such as lifting, bathing, assisting with hygiene, toileting, and ensuring their comfort during meals. Patient comfort was enhanced by providing compassionate and attentive care, addressing individual needs and preferences. Additionally, attention was given to the residents' personal needs, including changing bed linens, handling laundry, and maintaining tidiness in their living spaces as per their requests. Active engagement with residents in meaningful conversations and activities tailored to their individual interests fostered a positive and enriching environment. Furthermore, the responsibility was taken on to closely monitor residents for any changes in their condition and promptly report any observed changes to the nursing team or on-duty supervisors, ensuring their well-being and health were consistently prioritized.
Assistant Manager, Accounts and Finance
J5 Cleaners
01.2012 - 03.2015
- Various essential aspects of daily operations were managed, including appointment scheduling, maintaining organized filing systems, and diligently maintaining payment records. Responsibilities encompassed monitoring cost levels and aligning them with customer demand to ensure optimal efficiency. Analyzing monthly sales and performance reports was a crucial part of the role, enabling informed decisions for operational planning and strategic growth. Financial reporting accuracy was improved by streamlining the accounting process and implementing new software. Effectively managed the scheduling of tasks and deliveries, contributing to the smooth workflow of the business. Furthermore, oversight was provided for the sorting of garments to determine the most suitable cleaning methods and finishing techniques. The responsibility included ensuring quality work by supervising finishers and pressers, consistently meeting the highest standards of quality and efficiency in the cleaning and pressing processes.
Education
Bachelor of Arts - Psychology
South New Hampshire University
Manchester, NH2024
High School Diploma -
Trenton High School
Trenton, TX06.2014
Skills
- Phlebotomy
- Laboratory Experience
- Insurance Verification
- Memory Care
- Telecommunication
- Experience Administering Injections
- Customer support
- Stocking
- Microsoft Access
- Cash handling
- Patient Care
- Front desk (6 years)
- Office experience
- Specimen collection / processing
- JavaScript
- Dispatching (2 years)
- Microsoft Office (7 years)
- Customer retention
- Multi-line phone systems
- Project management
- Project coordination
- Double entry bookkeeping
- QuickBooks
- Venipuncture
- Personal Assistant Experience
- Escrow
- Accounting
- Vital Signs
- Handyman
- Construction Estimating
- Office Management
- Aseptic Technique
- Medical Terminology
- Management
- Adobe (7 years)
- Management (5 years)
- Negotiation
- Accounts Receivable
- QuickBooks (3 years)
- Caregiving
- Google Docs
- Google Suite
- Analysis skills
- Quality Assurance
- EMR Systems
- Lead Management
- Document Review
- Document Analysis
- Client Retention
- Proficient in Microsoft
- Customer Relations
- Client Advocacy
- File Management
- Call Management
- Product Knowledge
- Appointment Scheduling
- Paperwork Processing
- Report Generation
- Data Entry
Certification
- Phlebotomy, 08/2020
- Certified Phlebotomy Technician
- CPR Certification, 12/2021 - 12/2022
- First Aid Certification
- Food Handler Certification
personal information
- Willing To Relocate: Anywhere
- Authorized To Work: Authorized to work in the US for any employer
Timeline
Lead Client Care Specialist
Cold Factor Heating & Air Services
05.2023 - Current
Front Office Manager/Receptionist
All Hands on Deck
01.2022 - 04.2023
Customer Service Representative
PennyMac Loan Services, LLC
10.2021 - 03.2022
Front Office Manager/Receptionist
Mr. Handyman
01.2021 - 10.2021
Sales Associate
RaceTrac Petroleum, Inc.
09.2020 - 03.2021
Phlebotomist/Lab Assistant
Exclusive Sticks Pro Phlebotomy School
06.2019 - 06.2020
Sale Pro Associate
Advance Auto Parts
01.2018 - 06.2020
Memory Care Caregiver
Orchard Park
01.2016 - 02.2018
Assistant Manager, Accounts and Finance
J5 Cleaners
01.2012 - 03.2015
Bachelor of Arts - Psychology
South New Hampshire University
High School Diploma -
Trenton High School
- Phlebotomy, 08/2020
- Certified Phlebotomy Technician
- CPR Certification, 12/2021 - 12/2022
- First Aid Certification
- Food Handler Certification
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