Tinina Taylor
Ewing,NJ
Summary
Operations leader with more than 15 years experience. Excellent reputation for being solution oriented and improving customer satisfaction. Process administrator who drives the success of vital business projects and processes. Excellent communicator and project manager with strengths in daily operations management, workflow improvements and team management
Overview
13
13
years of professional experience
Work History
Fraud Operations Specialist
Merrill Lynch
Pennington, NJ
06.2022 - Current
- Mitigated financial loss through prompt identification and resolution of unauthorized transactions.
- Collaborated with cross-functional teams to identify potential fraud risks.
- Enhanced customer satisfaction with proactive communication and timely resolution of fraud cases.
- Provided exceptional customer service during sensitive situations involving identity theft or account compromise while preserving customer trust in the company''s security measures.
- Summarized all key information regarding investigation into detailed report for delivery to client.
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Small Business Owner
T Nicole Flower Bar
Ewing, NJ
06.2020 - Current
- Managed daily operations for a successful small business, ensuring efficient processes and quality services.
- Established a loyal customer base by providing personalized attention, addressing concerns promptly, and exceeding expectations.
- Promoted business via social media to generate leads and maximize brand identity.
- Enhanced company reputation by consistently delivering exceptional service quality to customers.
- Advertised products and services online, social media and through traditional campaigns to target ideal consumers.
- Created financial plans and budgets to optimize resources, track expenses, and ensure profitability.
Supervisor of Operations/ Process Administrator
Educational Testing Service
02.2019 - 08.2021
- Planned and ensured production processes had adequate resources and were performed to Service Level Agreements/quality initiative standards
- Hired, managed, mentored, developed, and trained staff; established and monitored goals; conducted performance reviews and compensation conversations for staff across 4 departments, resulting in an increase in annual revenue
- In support of sustainability objectives, initiated timely responses and resolutions to high stakes problems resulting in the prevention of overages, and minimized burn rate
- Effectively communicated production requirements, objectives, and issues to staff and management
- Understood and displayed competency/knowledge of end-to-end processes, upstream inputs, process outputs, and cross-functional team processes
- Performed gap analyses and designed process enhancements.
Program Coordinator
Educational Testing Service Inc.
08.2016 - 02.2019
- Orchestrated smooth and efficient program development by collaborating cross-functionally
- Contributed to the success of organizational level goals by organizing and managing program development initiatives, training, and facilitating new hire orientations
- Provided ongoing direction and leadership for program operations.
Mentor
Educational Testing Service Inc.
03.2013 - 08.2016
- Tapped to spearhead the launch of Operations Center, which involved traveling to Texas for the purpose of developing all aspects of a new start-up location for the company
- Liaised between executives and entry-level workers, and strengthened collaborative efforts between both teams
- Stakeholder in developing Standard Operational Procedures for all processes associated with Texas employees and positions according to program guidelines and procedures
- Monitored daily activities of entire site and identified areas needing improvement
- Scheduled and ran After Action Review meetings, resolving discrepancies using content information; suggesting technological support to enhance systems; which resulted in process efficiencies.
Sr. Resolutions Specialist
Educational Testing Service Inc.
01.2011 - 03.2013
- Resolved disputes using effective problem-solving skills and by guiding mutual understanding of opposing viewpoints
- Handled 500 cases per day, addressing client concerns
- Oversaw daily operations to ensure high levels of productivity
- Supervised work of contracted employees to ensure timely completion of work.
Sales Associate
Tmoblie
04.2019 - Current
Education
Trenton Central High School
Develop Your Leadership Potential: Stop Doing, Start Leading -
ETS
Princeton, NJ01.2019
Skills For Success -
Dale Carnegie & Associates, Inc.
Ewing, NJ01.2014
ETS Elevate Program -
ETS
01.2014
Skills
- Strategic Planning
- People Management
- Documentation and Control
- Problem Solving
- Training and Development
- Software Proficiency (Microsoft Excel, Word, PowerPoint, Outlook, TEAMS, Visio, SalesForce, CRM)
- Project management
Awards
- 21 Spot Awards/Operation Excellence Awards, Monetary, 2009-2019
- 1 Presidential Award, Monetary, 2011
- 2024 Recognition for 100% Quality
Timeline
Fraud Operations Specialist
Merrill Lynch
06.2022 - Current
Small Business Owner
T Nicole Flower Bar
06.2020 - Current
Sales Associate
Tmoblie
04.2019 - Current
Supervisor of Operations/ Process Administrator
Educational Testing Service
02.2019 - 08.2021
Program Coordinator
Educational Testing Service Inc.
08.2016 - 02.2019
Mentor
Educational Testing Service Inc.
03.2013 - 08.2016
Sr. Resolutions Specialist
Educational Testing Service Inc.
01.2011 - 03.2013
Trenton Central High School
Develop Your Leadership Potential: Stop Doing, Start Leading -
ETS
Skills For Success -
Dale Carnegie & Associates, Inc.
ETS Elevate Program -
ETS