Customer Service and Management Operations

Taylore R. McBride, MBA

**** ***** **** ******, *********, WI 53209 414-***-**** **************@*****.***

CAREER SUMMARY

Taylore McBride, a Servant Leader with over 14 years of experience in cross functional- management, as well as policies and procedures execution. As a proven success in conveying vision and direction; she is up for a new challenge and eagerly in search of a role that will allow her an opportunity to utilize her operations skills to transform growth and organizational development

PROFESSIONAL EXPERIENCE

Trans International LLC – Milwaukee, WI December 2016 - Present

Major Market Account Manager

Optimized the overall customer experience through high touch client contact

Oversaw the launch and development of newly acquired lean business practices

Boosted company efficiency through technology upgrades and process improvements such as: EDI, Web and weekly financial audits.

Mentored, coached and trained Carrier Representatives.

Monitor and implement industry legal compliance measures as necessary for particular accounts.

Conducted research to revamp the Client Correspondence Portal, resulting in an opportunity to improve data analysis.

Manage, participate, perform, or coordinate special projects and ad hoc analyses.

Present findings and provide recommendations to project leadership and/or senior management.

Coordinate with corporate departments to ensure projects and action plans are implemented.

Maintain a high level of home office interaction to effectively implement process improvement opportunities. If necessary, meet with client in person.

Collaborate closely with the national sales team as well as the delivery team.

Notables:

Successfully championed 5 problematic customer accounts by extending contracts and upgrades

Implemented a new work flow process for 12 new divisions enabling the ability to synchronize IT standards

Created budget reports which reflected the high value and 25% savings to my clients

Northwestern Mutual (Contract) – Milwaukee, WI May 2016 – December 2016

New Business Replacement Analyst

Analyzed new client replacement disclosure forms submitted by Northwestern Mutual Financial Representatives, from all states, for accuracy, completeness and compliance with states regulations.

Responsible for meeting the state notification deadlines 100% of the time.

Analyzed the replacement disclosure forms for mathematical errors, improper response to questions and completeness.

Effectively handles and manages pending case volume, case follow-ups, and the unassigned case reports.

Utilizes and develops a working knowledge of proper resource material and manuals.

Implement advanced strategies for gathering, reviewing and analyzing data requirements

Prioritize requirements and create conceptual goals

Master strategic business process modeling, traceability and quality management techniques

Apply best practices for effective communication and problem-solving

Northwestern Mutual (Contract) - Milwaukee, WI October 2014 - April 2015

Assistant to the Communications Executive Director / HR Special Projects

Execute competent, well-organized administrative support to C- Level Leadership

Administrative support to up to two additional senior staff as needed, provide support on traveling and scheduling

Independently manage office operations, including maintaining office supplies, equipment maintenance and troubleshooting, and serving as the lead in relationships with vendors for telephone, internet, office space, and office equipment

Serve as the primary liaison for logistics and administrative concerns, and assists Leadership with arranging additional meetings when needed

Prepare all Board and Board committee meeting materials; take Board and Board committee meeting minutes

Performs data entry and supports upkeep of organizational databases

Specialized in Ultipro and plan-view to ensure the timely delivery of metrics and reporting data

Work with staff to plan and execute events, such as report releases, conferences and large meetings and HR initiatives

Schedule interviews and work with internal management to coordinate

Notable: Spearheaded the administration of Presidential Diversity and Inclusion HR Initiative

Coverall Health Based Cleaning Systems – Milwaukee, WI January 2013 - May 2016

Business Relationship Consultant of Client Services

Deliver timely, accurate and actionable information to sanitation teams and leadership

Improve upon and refine sales and customer service knowledge and techniques through ongoing training

Strong ability to overcome objections, deescalate inquiries and be genuinely empathetic in conversation with Members

Take ownership of resolving member inquiries and attempt to foresee causes of additional inquiries

Share insights with management regarding the root causes of member inquiries, concerns and complaints, advocating on our clients behalf to improve our products, operations and policies

Payday Loan Store - Milwaukee, WI August 2009 - August 2010

Store Operations Manager

Build strong relationships with current and prospective customers, in person, in the market and over the phone.

Monitor and measure customer satisfaction.

Take the lead on case management for delinquent accounts.

Product Promoter and Sales Champion:

Holds team members accountable to individual and center goals

Trains and coaches team members on effective sales techniques 10% increase in 3 months

Educates new customers on product offerings and associated benefits

Cross sells core/ancillary products while center staff completes customer transaction before customer leaves center

Coverall - Milwaukee, WI December 2007 - 2013

Part time - Process Improvement Project Manager

Collaborates with various functional and Business Managers to evaluate and coordinate continuous improvement objectives for Projects with a focus on organizational Development

Assists in the selection & training of staff for facilities.

Develops & implements facility operational metrics & benchmarks, including assisting Managers in operations and labor management planning.

Partners with managers to analyze profitability: leads development of actions to improve & optimize operations.

Introduces and coaches fundamentals of business improvement, evaluates current operating processes, and assists with implementation of process improvements.

Analyzes financial data, identifies and prioritizes opportunities for improvement, and assists Managers with budget and capital planning.

Walgreens Drug Store - Milwaukee, WI May 2006 – November 2007

Assistant Manager

Planned and executed both daily and strategic activities to increase sales and profitability.

Executed Human Resource activities to acquire and retain staff, insuring compliance with corporate policies and governmental regulations.

Trained staff in all areas of customer service and sales growth

Ensure staff compliance with corporately mandated training programs.

Merchandised the store on a daily basis to maximize sales growth.

Developed productive relationships with our customer base and the community at large, building value for the Walgreens brand as a shopping destination.

Worked within corporate directives, planned and executed 5 major new product initiatives.

Customer Service Marketing Intern/Supervisor September 2002 – April 2005

Jewel Osco – Chicago, IL/ Milwaukee, WI

Directed all aspects of customer service functions/projects and processed feedback

Collaborated with team members to identify and execute professional goals (accuracy, development, tools)

Delivered sales support by reemphasizing promotions and studying cash transactions

Conducted team meetings and prepared notes to create new leadership policies

Perform pre-sales activities including product demonstrations, needs analysis and guide customers during the evaluation period.

Work closely with technical, customer success and product teams to ensure that customer on boarding is executed with precision and implementations of new features are clearly communicated to clients

Responsible for customer satisfaction and retention, and identifying opportunities to up-sell or generate referrals.

Establish a trusted/strategic advisor relationship with each assigned client and drive continued long-term value of our products and services.

Cardinal Stritch University - Milwaukee, WI MBA, Consumer Behavior, Business Strategy, Operations Development

Contact this candidate