Tierra Taylor
Baltimore,MD
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Overview
11
11
years of professional experience
Work History
Customer Agent Supervisor- Central Operations
Maryland Motor Vehicle Administration
01.2023 - Current
- Maintained open lines of communication with external and internal customers.
- Maintained detailed records of customer interactions, allowing for improved tracking and follow-up on outstanding issues.
- Provided constructive feedback to colleagues during peer review sessions, fostering an environment of continuous improvement within the team.
- Enhanced client retention rates through building strong rapport and addressing issues promptly.
- Handled escalated cases effectively, turning potentially negative experiences into positive ones for the customers involved.
- Utilized multiple software applications simultaneously while assisting customers, demonstrating excellent multitasking abilities.
- Stayed up-to-date on product knowledge to provide accurate information to customers when needed.
Customer Agent Supervisor- Field Operations
Maryland Motor Vehicle Administration
01.2020 - 01.2023
- Utilized multiple software applications simultaneously while assisting customers, demonstrating excellent multitasking abilities.
- Actively participated in team meetings, sharing ideas and insights that contributed to overall departmental success.
- Handled escalated cases effectively, turning potentially negative experiences into positive ones for the customers involved.
- Improved customer satisfaction by providing timely and effective resolutions to their concerns.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
Driver’s License Agent Lead Worker
MDOT/MVA
01.2018 - 01.2020
- Resolved caller issues quickly and thoroughly.
- Maintained accurate records of client communications, transactions, policies, and other relevant documentation for seamless operations within the agency.
- Delivered exceptional customer service by proactively addressing concerns and fostering a positive experience throughout all interactions.
Driver’s License Agent I-II
MDOT/MVA
01.2013 - 01.2018
- Read, interpreted and followed written test instructions and procedures to accurately test products.
- Ensured compliance with industry standards by rigorously following established testing methodologies and best practices.
- Maintained test environment stability by conducting regular maintenance and system upgrades, ensuring accurate testing results.
Education
Family Services
Towson University
Skills
- Staff Management
- Employee Motivation
- Training and mentoring
- Goal-Oriented
Timeline
Customer Agent Supervisor- Central Operations
Maryland Motor Vehicle Administration
01.2023 - Current
Customer Agent Supervisor- Field Operations
Maryland Motor Vehicle Administration
01.2020 - 01.2023
Driver’s License Agent Lead Worker
MDOT/MVA
01.2018 - 01.2020
Driver’s License Agent I-II
MDOT/MVA
01.2013 - 01.2018
Family Services
Towson University
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