KHADIJAH TAYLOR
Charlotte
Summary
Seasoned and motivated leader with a track record of success in the field, attention to detail, and a proactive mindset. Seeks opportunities to improve processes and workflows for the team's benefit. Conscientious, hardworking, and excels at multitasking in fast-paced environments to support and drive substantial growth.
Overview
19
19
years of professional experience
Work History
Sr. Analyst
Verizon
Charlotte
09.2023 - Current
- Collaborated with cross-functional teams to enhance operational efficiency.
- Analyzed data trends to inform strategic decision-making processes.
- Analyzed customer feedback data to develop action plans for improving services offered.
- Identified needs of customers promptly and efficiently.
Customer Care Supervisor
Verizon Wireless
Charlotte
01.2013 - Current
- Assumed responsibility for implementing the Verizon Operating Process by managing the day to day work activities of a team of 17 individuals, including monitoring performance and coaching/motivating employees to achieve optimum performance
- Coached staff on strategies to enhance performance and improve customer relations.
- Responsible for updating the tracking for attendance, and also preparing and conducting associate evaluations and disciplinary actions.
- Provide quality assurance by monitoring direct reports, coaching and provide feedback where needed
- Collaborating with cross-functional leadership in the prioritization of initiatives and the development of a strategic roadmap.
- Identifying business gaps, defining processes and technical solutions, and presenting recommendations to executive leadership.
- Conducted interviews for potential job candidates.
- Reviewed timecards for accuracy and compliance with company policies.
- Maintained organized records of employee attendance and leave requests.
Customer Svc Transition Asst.
Verizon Wireless
Charlotte
09.2014 - 10.2014
- Created, monitored, and tracked monthly incentive contests to drive production in sales and motivate agents to exceed goals.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Trained staff to provide excellent customer service, to de-escalate customer situations, and to provide the best long-term solution for both the business and the customer.
- Provided exceptional coaching to new hires, and offered positive feedback on completed tasks.
Customer Service Representative
Verizon Wireless
Charlotte
07.2006 - 09.2014
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Developed strong customer relationships to encourage repeat business.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Walked customers through online demonstrations to support better understanding of product features.
Education
High School -
Monacan High School
Richmond, VA06.1999
Business Administration - And Management
Strayer University
Charlotte, NCSkills
- Analytical Thinking
- Complex Problem Solving
- Verbal Communication
- Written Communication
- Documentation
- Reporting
- Proficient in Excel
- Proficient in Google Sheets
- Proficient in Microsoft
- Team Building
- Motivation
- Business Acumen
- Multitasking
- Prioritizing
Timeline
Sr. Analyst
Verizon
09.2023 - Current
Customer Svc Transition Asst.
Verizon Wireless
09.2014 - 10.2014
Customer Care Supervisor
Verizon Wireless
01.2013 - Current
Customer Service Representative
Verizon Wireless
07.2006 - 09.2014
High School -
Monacan High School
Business Administration - And Management
Strayer University