Jayla Taylor-Moore
Cordova
Summary
Subject Matter Expert and trusted advisor skilled in research, analysis and examination of company technology and standard operating procedures. Interface and collaborate with clients and internal team members, providing consultative enhancement recommendations based on industry research. Improve existing processes, procedures, technical enhancements, resource requirements and stakeholder engagement procedures to align with strategic goals.
Overview
12
12
years of professional experience
Work History
Subject Matter Expert
Google Operation Center
09.2020 - Current
- Designed and prepared technical reports, studies and related documentation.
- Supported trainers in facilitating engaging workshops, improving overall participant satisfaction levels.
- Scheduled meetings and managed calendar.
- Maintained problem tracking system and ran diagnostic software to verify properly operating equipment.
- Collaborated with senior management and business line management to identify and prioritize new concepts for development and launch.
- Performed network administration duties by creating network user accounts, permissions, resetting passwords and administering group policies.
- Documented agent's progress through case notes and documentation.
- Worked alongside attorneys, administrative assistants and fellow legal assistants on complex cases and legal processes.
- Managed accounts and client records of clients, observing confidentiality and extreme discretion.
- Identified data entry errors and reported to necessary departments.
- Compiled data and reviewed information for accuracy prior to input.
Escalation Lead
American Home Shield
06.2017 - 09.2020
- Effectively managed a high-volume of inbound and outbound customer calls.
- Supported trainers in facilitating engaging workshops, improving overall participant satisfaction levels.
- Answered a constant flow of customer calls with up to 1,000 calls in queue.
- Addressed and resolved customer product complaints empathetically and professionally.
- Defused volatile customer situations calmly and courteously.
- Mastery of customer service management systems and databases.
- Accurately documented, researched and resolved customer service issues.
- Initiated operations improvements to improve overall call center productivity.
- Obtained scanned records and uploaded into database.
- Managed documents by organizing forms, making photocopies, filing records, preparing correspondence and creating reports.
Customer Service Representative/ Front Office Assistance / Sales Consultant
Sprint
12.2013 - 06.2017
- Opens customer accounts by recording account information.
- Maintains customer records by updating account information.
- Prepares source data for computer entry by compiling and sorting information; establishing entry priorities.
- Enters customer and account data by inputting alphabetic and numeric information on keyboard or optical scanner according to screen format.
- Secretarial filing, Bill Payments, and Customer Registrations.
- Answering and transferring phone calls.
- Sale store products such as, cellular devices, hotspot, Vivint Home security etc.
- Corrected any data entry error to prevent later issues such as duplication or data degradation.
- Documents completed work in appropriate logbooks.
Sales Associate
Sears
10.2012 - 12.2013
- Provide product knowledge to customers through the features, values and benefits of each product.
- Correctly handle all register transactions.
- Know where products are located within the store.
- Ensuring all products or merchandise are places in their respective areas.
- Maintained records related to sales, returns and inventory availability.
- Worked alongside retail representatives to boost sales by enhancing product presentations and advertising collateral.
Education
Bachelor of Science - Social Work
University of Memphis
Memphis, TNHigh School Diploma -
Bartlett High School
Bartlett, TN2013
Skills
- Multi-line phone operation proficiency
- Call center metrics decoding aptitude
- Exceptional workflow management
- Adheres to customer service procedures
- MS Office
- Strong problem solving aptitude
- Customer interface expertise
- Committed to maintaining data integrity
- Exceptional workflow management
- Word processing
References
References
Jessica Callicutt 901-834-9174
Kamaria McArthur 901-598-1040
Tobias Anderson 601-951-2437
Timeline
Subject Matter Expert
Google Operation Center
09.2020 - Current
Escalation Lead
American Home Shield
06.2017 - 09.2020
Customer Service Representative/ Front Office Assistance / Sales Consultant
Sprint
12.2013 - 06.2017
Sales Associate
Sears
10.2012 - 12.2013
Bachelor of Science - Social Work
University of Memphis
High School Diploma -
Bartlett High School
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