Results-Driven Customer Experience Leader

Marilyn Taylor

***********@*****.*** • Dallas–Fort Worth, TX

SUMMARY

Empathetic and results-driven professional with over 10 years of experience in workforce development, customer relations, and behavioral support. Proven ability to guide diverse populations toward employment, independence, and personal growth. Certified Life Coach and published author with a master’s degree in psychology, recognized for exceptional communication, conflict resolution, and motivational leadership. EXPERIENCE

Texas Workforce Commission, Customer Service Representative Oct 2022 - Jul 2025

Responded to inquiries from job seekers, employers, and the general public regarding workforce programs, unemployment benefits, and job placement services. Assisted individuals in navigating TWC systems, completing applications, and resolving account-related issues. Documented all customer interactions and maintained compliance with state and agency standards. Identified complex issues and escalated them to appropriate departments for resolution. Mitchell International, Claims Liaison / Customer Support Sep 2017 - Dec 2021

Managed a high-volume queue of over 100 claims daily for global insurance carriers. Served as liaison between carriers and providers to expedite claim resolution. Delivered exceptional phone-based support while maintaining accuracy and professionalism.

DriveTime Credit Corporation, Loan Advisor / Collections Specialist May 2013 - Aug 2017

Advised customers on long-term financial solutions to maintain loan quality and prevent delinquency. Managed account collections with empathy and integrity, ensuring compliance with financial regulations. EDUCATION

Grand Canyon University

M.S. • General Psychology

LICENSES & CERTIFICATIONS

Certified Life Coach

Tony Gaskins Life Coach Academy • Issued Jan 2022

SKILLS

Case Management & Workforce Development • Crisis Intervention • Motivational Coaching • Customer Service • Conflict Resolution • Behavioral Support • Data Entry • Training & Mentorship • TWC Systems & CRM Software

HONORS & AWARDS

Self-published author

Consistent monthly book sales on Amazon and Barnes & Noble. Marilyn Taylor - page 1 of 1

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