Morgan Taylor
Ellijay
Summary
Professional with strong background in customer support, excelling in conflict resolution, communication, and problem-solving. Known for fostering collaborative team environment and adapting to changing needs to ensure customer satisfaction. Skilled in handling multiple tasks efficiently, leveraging empathy and active listening to build rapport with clients and team members alike.
Overview
8
8
years of professional experience
Work History
Customer Service Agent (Remote)
Skybridge Americas
02.2021 - Current
- Appointed to manage high-volume inbound calls, chat, and email queue. Demonstrating high attention to detail, organization and management of multiple tasks and projects simultaneously.
- Consistently met or exceeded quality metrics with a primary focus on process improvement for myself and those around me
- Simultaneously communicated with end users within a variety of channels such as, phones, email, and integrated web chat features
- Performed follow-ups with existing users regarding quality of services provided
- Process payments, track packages, assist with other customer assistance tasks
- Responsible for inputting accurate documentation in a case management-based system
- Assisted employees with concerns or escalation with their respective guests
- Resolved customer issues in a clear, courteous, and straightforward manner
- Created cases and claims for damaged, lost, or displaced packages
- Conducted extensive research to address customer concerns
- Coached Agents on company policies based on existing knowledge articles provided
- Contributed to achieving company goals by consistently meeting or exceeding performance metrics.
- Mastery in third party desktop virtualization services; Windows, Outlook, Microsoft Teams, Citrix, Avaya, Salesforce, CyberSource, Forter, Demandware, and Manhattan
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Strived for consistent process improvement within any task assigned
- Assisted supervisors on the upkeep and production of internal knowledge base
Sales Lead
Vans
06.2018 - 03.2020
- Managed KPI's, the reconciliation of all cash and card transactions in the building, cash drawer management, stock room management, store front management, and quality assurance
- Assisted management in the training of new employees
- Coached employees on best practices regarding demeanor, attitude, and overall job knowledge
- Regularly lead high volume shifts
- Used POS system to process sales, returns, online orders, and gift card activations.
- Up-sold and cross-sold products effectively, driving sales and increasing revenue.
- Cultivated a high-performance culture within the team by setting clear expectations, providing regular feedback, and recognizing achievements.
- Exceeded sales targets consistently through proactive prospecting, relationship-building, and closing deals.
Server
Casa Maria Mexican Restaurant
08.2017 - 06.2018
- Processed cash and credit card transactions on the point-of-sales system with speed and accuracy
- Covered tables and bar area with a total seating max of 50 customers
Education
Highschool Diploma -
Pedro Menendez HS
01-2018
Skills
- Customer service
- Case management
- Payment processing
- Data entry
- Team leadership
- Conflict resolution
- Quality assurance
- Call center experience
- CRM software
- Reliability and punctuality
- Script adherence
- Technical support
Timeline
Customer Service Agent (Remote)
Skybridge Americas
02.2021 - Current
Sales Lead
Vans
06.2018 - 03.2020
Server
Casa Maria Mexican Restaurant
08.2017 - 06.2018
Highschool Diploma -
Pedro Menendez HS
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