MORGAN TAYLOR

P 704-***-**** E

rose.morgantaylor

@gmail.com

A

**** ******** **

Lincolnton, NC

28092

OBJECTIVE

EDUCATION

I have 14 years of experience in fast-paced customer service and call center environments. Personable and professional under pressure. Excelling at customer satisfaction and retention. Flexible and hardworking in deadline- driven environments. Always driven to exceed sales goals and build long-term relationships with customers. Delivers positive experiences through high- quality customer care. Patient and empathetic with extensive background in conflict resolution and customer care. I have expertise in delivering support services and resolving customer complaints. I am a self-motivated person who is proficient with Microsoft Word, Excel, Access, Publisher, Outlook, Power Point, Workforce, Salesforce and a wide variety of POS systems. I also have a thorough understanding of social media and social media analytics. Experienced Personal Assistant. Successful at minimizing hassles and alleviating client concerns by effectively coordinating schedules, planning events, running errands and household tasks. Detail-oriented administrative professional with superb people-skills and public relations experience. Business-savvy with excellent decision-making skills. Penn Foster College- Graphic Design

Expected graduation date is May 2024

Highschool Diploma- Fryeburg Academy

May 2009

KEY SKILLS

• Self-Motivation

• Customer Needs Analysis

• Increasing Customer

Lifetime Value

• Reducing Customer

Acquisition Cost

• CRM Software (Salesforce,

Zoho, HubSpot)

• POS skills

• Cashier Skills

• Problem Solving

• Patience

• Adaptability

• Customer Service

• Communication Skills

• Organization

• Time Management

• Negotiation

• Persuasion

• Cold Calling

• Customer Relationship

Management

• Teamwork

• Lead Generation

• Buyer-responsive Selling

EXPERIENCE

Warehouse Supervisor, Drive Distribution

06/2021- current

• Supervised shipping and receiving, distribution, and workplace safety.

• Supervised warehouse operations by managing employees during shifts.

• Completed daily operations on time and maintained high standards of accuracy.

• Monitored employee performance and offered mentoring and leadership to improve any deficiencies.

• Maintained elevated levels of accuracy in daily operations.

• Supervised shipping and handling operations.

• Oversaw inventory control levels and verified compliance with storage and organization processes.

• Used warehouse management software to reconcile daily inventory.

• Oversaw daily operations and shipping and handling processes.

• Operated warehouse material handling equipment correctly to move loads.

Senior Agent (remote), IQor for T-Mobile Business

05/2022-07/2022

• Resolved customer service issues using company processes and policies and provided updates to customers.

• Greeted customers and listened closely to problems described to determine solutions.

• Checked status of orders and back-ordered products to coordinate efficient shipments.

• I took cash and credit card payments via phone, in person and through email.

• Escalated issues to proper supervisors when standard processes were not effective.

• Stepped up to assist customer service manager with complaints and issues during times of department short staffing.

• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.

• Investigated and resolved customer inquiries and complaints quickly.

• Responded proactively and positively to rapid change.

• Exhibited high energy and professionalism when dealing with clients and staff.

• Met customer call guidelines for service levels, time management and productivity.

• Promoted superior experience by addressing customer concerns, showing empathy, and resolving problems swiftly.

• Maintained up-to-date knowledge of product and service changes.

Virtual Inside Sales, PowerHome Solar

03/2021-07/2021

• Answered customers' questions about products, prices, and availability.

• Managed friendly and professional customer interactions.

• Maintained up-to-date knowledge of available products to best serve customers and maximize sales potential.

• Determined needs, delivered solutions, and overcame objections through consultative selling skills.

• Developed strategic relationships with existing customers by learning preferences and managing regular communications.

• Followed up with customers after completed sales to assess satisfaction and resolve technical or service concerns.

• Set up new accounts, established customer credit, and set up payment methods.

• Wrote sales contracts for orders obtained and gave orders for processing.

Bartender/ Shift Manager, Lake Town Tavern

02/2015-03/2020

• Performed opening and closing duties, printing sales reports, setting up for incoming shift, preparing cash drawers and taking inventory.

• Supervised and trained staff on preparing and delivering drinks, handling food and money and setting up bars at beginning of shift and breaking down at end of shift to ease operations.

• Oversaw and watched cash drawers and reconciled drawers against cash register reports at close of business.

• Trained many new bartenders on drink preparation, product promotion, garnish preparation and sanitation protocol.

• Scheduled parties, banquets or sporting events and distributed the best staff and resources to properly execute.

• Kept bar presentable and well-stocked to meet customer needs.

• Organized bar inventory and storage procedures to keep stock within best levels and meet expected customer demands.

• Followed alcohol awareness procedures for preventing excessive guest intoxication.

• Adhered to state laws about alcoholic beverage services and customer regulations.

• Handled simultaneous customer, team and business needs while avoiding unnecessary delays or errors.

• Managed bar inventory, restocked supplies and placed orders for spirits, beer, wines, and mixers.

• Set up bar for operation, obtained cash bank and stocked service bar.

• Maintained relationships with restaurant vendors to ease effective inventory management and implement cost controls.

• Generated higher ticket averages by training employees in suggestive up-selling techniques.

• Maintained secure cash drawers, promptly resolving discrepancies in daily totals.

• Managed correct register and produced daily sales reports backing up inventory usage numbers.

• Improved and applied social media marketing strategies to increase patronage.

• Designed special drink and cocktail offerings on monthly basis as part of seasonal offerings.

• Operated efficiently in high-volume setting to prepare and serve more than 50+ drinks per hour.

• Established rules for ejecting problem customers from bars to reduce liability and maintain a pleasant environment. Guest Service Attendant, Frisco Adventure Park

11/2013-05/2014

• Greeted visitors and customers upon arrival, helped and answered questions to build rapport and retention.

• Collaborated with team members to handle guest requirements from check-in through check-out.

• Oversaw fast-paced front desk operations and guests' needs at busy facility.

• Collected deposits, fees, and payments.

• I made reservations over the phone and through email, recording guest information in the computer system and verifying details. Personal Assistant to the Director of ESPN

06/2009-10/2017

• Displayed absolute discretion at handling confidential information.

• Oversaw personal and professional calendars and coordinated appointments for future events.

• Maintained proper filing of personal and professional documentation.

• Responded to emails and other correspondence to ease communication and enhance business processes.

• Supplied multifaceted services to career professionals by running errands, managing mail, scheduling appointments, and arranging transportation.

• Organized and attended meetings and compiled related documents and reports.

• Sourced and ordered office equipment and supplies.

• Arranged domestic and international travel plans and itineraries.

• Kept detailed track of household and maintenance inventory and schedules.

• Produced correct office files, updated spreadsheets and crafted presentations to support executives and boost team productivity.

• Organized clients' homes prior to arrival home and performed house-sitting duties.

• Managed pet care, phone screening, shopping and bill paying to provide clients with premium family time.

• Monitored household expenditures and budgeted for groceries and household utility payments.

• Picked up and dropped off clients at the airport. REFERENCES

Kenneth E. Dennis: 704-***-**** ESPN/ABC Director William Wearmouth: 980-***-**** Cardiac Physician Assistant Lisa A. Hudson: 980-***-**** Paralegal

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