Customer Service Quality Control

Michael S. Taylor

**** ******** *****, ****** ***** 78739 512-***-**** E-mail:

****.******.***@*****.***

Linked In:

http://linkd.in/b0a8DI

Objective / Summary

Management professional with consumer credit and broadcasting

experience seeks a supervisory position with a fast paced company.

Excellent communicator recognized for team building and

motivational skills in a result-oriented environment.

Experience

KUT RADIO AUSTIN, TX (2010 - present)

ON-AIR HOST / MUSIC DEPARTMENT STAFF - Part-time

. Host the station's Saturday NPR programming. Operate the

control board; announce the news, weather and all underwriting

spots. Review music for airplay consideration as part of the

Music Department.

WOXY.COM / WOXY-FM RADIO CINCINNATI, OH / AUSTIN, TX (1999 -

2010)

PROGRAM DIRECTOR (2001 - 2010)

ASSISTANT PROGRAM DIRECTOR / MUSIC DIRECTOR (1999 - 2001)

. Created, managed and supervised staff and programming of award

winning, internationally recognized radio station and its side

channel. Responsible for quality control of all on-air

content.

. Increased overall listenership by over 16% from February 2009 -

February 2010.

. Hosted daily live, on-air radio show that was the foundation for

increased listenership. Wrote, produced and hosted music-based

specialty programs and on-air elements, including station

imaging and commercial/underwriting announcements.

. Negotiated partnerships with artists, management, agents,

venues, underwriting and advertising partners. Scheduled,

coordinated and hosted over 150 live, in-studio performances and

artist interviews.

. Created, strategized and supervised quality of web content while

increasing web traffic to record levels.

. Proficient with Adobe Audition and Sound Forge recording

software, as well as other production/broadcasting equipment.

toyota motor credit / lexus financial services Cincinnati, Oh /

DEERFIELD, Il (1990 - 1999)

CREDIT SUPERVISOR

. Negotiated and explained credit decisions to dealerships.

Scheduled and managed inventory audits, monitored credit lines

and financial statements.

. Supervised, trained and motivated 17 associates in all

activities required for analyzing and purchasing installment

contracts.

. Averaged $6.5 million in new receivables and increased the

number of contracts each successive month in position.

CUSTOMER ACCOUNT SUPERVISOR

. Provided total oversight to a customer service/collection

department managing $1.1 billion in outstanding receivables.

. Reviewed work for quality assurance, collected on seriously

delinquent (60+) accounts and approved repossession orders.

. Regularly exceeded targets in nearly every measurable category

such as delinquency ratio and late charge collection.

LEASE TERMINATIONS SUPERVISOR

. Established quality control standards in a newly created

position, supervising over 20 associates.

. Developed and implemented a set of customized letters for

collecting lease-end amounts due, which led to leading the

regional division for FY98 at 74%.

Awards/Recognition

2009 - WOXY voted Best Online-Only Station by CMJ magazine's College Radio

Awards

2007 & 2005 - WOXY voted Internet Radio Station of the Year by the PLUG

Independent Music Awards

2004, 2003, 2002 - WOXY voted Best Radio Station by the readers of

Cincinnati Citybeat magazine

Received a performance based bonus from Toyota for recommending a

procedural change that saved the company $500,000.

Education

Wright State University, Dayton, Ohio

B. A. Communications

REFERENCES AVAILABLE UPON REQUEST

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