Customer Service Representative
Resume:
Taylor Mcferrin
Clarksville, TN *****
****************@*****.***
Authorized to work in the US for any employer
Work Experience
Power Restoration Agent
Insight Global-Remote
July 2025 to Present
1. I monitor and provide assistance through our ticketing system to provide support for stores that are out of power
2. Maintain performance metrics on a weekly basis for management needs. 3. I make 30 to 50 outbound calls a day to support stores that have lost power and provide services that the store managers have setup with us.
4. I receive 20 to 40 incoming calls a day allowing me to coordinate trucks, resolve issues, place orders, or if any store is needing assistance or direction. 5. I submit and monitor orders while following a strict routine reporting system for any outages that occur. Customer Intake Specialist
Customer Intake Associate
HomeWorks Energy, Inc-Remote
December 2023 to March 2025
• I would complete 80-100 inbound and outbound calls a day providing exceptional customer service for various issues and needs HVAC, Sales, or Weatherization related.
• I am primarily responsible for approving and scheduling NO cost energy assessments for only customers residing in the state of Massachusetts.
• I will do various tasks involving sending emails or texts to complete scheduling or validate approvals for scheduling.
• I have performance requirements that require me to be 90% available on calls, I have to set 1 appointment per hour, and 60% of my sets must perform that I schedule a week.
• I setup referrals by taking customer information for getting solar, window, and other various types of installation/work performed within the partner program at HomeWorks Energy.
• I troubleshoot Windows/Microsoft Applications, mobile devices and applications regularly with coworkers or with customers in various different issues.
• I have moved to a different position, and I am now in a small startup company partnered under Homeworks, and I am helping this company grow and discover processes and systems that work great for everyone while providing excellent customer service, scheduling customers, sending emails, and submitting proper approvals.
• All work was done in Salesforce and Microsoft Applications which I am very comfortable with and phone I would queue in was called five9.
• I would respond or answer calls where customers have escalated regularly and have utilized many different customer service processes to ensure customer confidence while providing consistent resolutions.
Customer Service Representative
Omnicare365-Remote
January 2023 to March 2023
• I answered calls providing customer service and deal with chat support for nations healthcare services for customers who need support.
• I operated various software applications for payment services currently.
• I was responsible also for assisting in chat support with any issues or questions other agents may have about the customers healthcare or troubleshooting email/mobile/windows related issues with customers or coworkers.
Customer Service Representative Tier 2
TTEC@HOME-Clarksville, TN
May 2020 to November 2022
• I worked in tier 2 customer protection operating in VM ware, visa pas processing, Lexis Nexis, and many other secure systems for Bank of America required of my position.
• I helped individuals with claiming various types of benefits with a high volume of unemployment, medicare, and disability issues on accounts while following a very detail oriented authentication process to ensure the customers needs.
• Professionally managed information to maintain its security and if found unsecure it was my responsibility to secure the account and take steps to prevent further compromises.
• I would troubleshoot various types of issues/errors and technical issues on customer accounts through chat and CRM software. I would also troubleshoot with customers regularly about operating their mobile devices, Windows/Microsoft applications and various other technical issues.
• Some days I would be pulled off the phones to only do agent support chat for of a wide variety of systems are down.
• I would file various types of complaints/grievances forms, assist with team chat groups, and manage emails.
Education
Cybersecurity (College)
Western Governers University-Remote
December 2024 to Present
General (High School Diploma)
TCCHS-Elkton, KY
2006 to 2010
Skills
• Order management system
• Customer service
• Microsoft Outlook Calendar
• Software troubleshooting
• Google Suite
• Telemarketing
• Written communication (3 years)
• Handling customer inquiries
• CRM software (3 years)
• Communication skills
• Microsoft Office
• Dealership experience
• Packing
• Financial management
• Client services
• Live chat (4 years)
• Music therapy (3 years)
• Email marketing (2 years)
• Upselling
• Microsoft Word
• Computer hardware (5 years)
• Organizational skills
• Documentation review
• Data entry
• Analysis skills
• B2B sales
• Business intelligence
• Google Docs
• Customer support (4 years)
• Sales
• Research & development
• Phone etiquette
• Computer skills
• Inventory Control
• Phone communication
• Salesforce
• SharePoint
• VMWare (1 year)
• Kronos (3 years)
• Program management (6 years)
• Typing
• Outbound sales
• Appointment scheduling (2 years)
• Technical support
• Microsoft Excel (2 years)
• Proofreading
• E-commerce
• Microsoft Powerpoint
• Active Directory (1 year)
• Logistics
• Oracle
• Lexis-Nexis (1 year)
• Banking
• Time management
• General Labor
• Purchasing
• Order entry
• English
• Process improvement
• Windows
• Cold calling (3 years)
• Case management
• Writing skills
• Grammar Experience
• CRM software
• Professional email communication
• Dispatch software communication
Certifications and Licenses
Driver's License
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