Rory Taylor

Foundever is a customer service technical support and sales service that contracts with large companies. Foundever's client was assigned to USAA Financial Services at the time of my employment.

Duties:

• Handling all volume levels of inbound phone calls. This includes redirecting calls to the correct departments.
• Authenticating members before accessing their accounts for more in depth conversations. If a member could not be identified only general questions could be answered as well as directing to Profile Recovery to keep their information secure.
• Following strict rules on how policy wanted transactions and conversations are to be completed.
• Answering diverse questions that needed to be researched on the spot with each call. Adapting quickly was required.

As employers we were given a Knowledge Center where we would need to follow step by step instructions to meet the members' needs and answer inquiries. Getting member authentication was a high priority since USAA is an online bank for military families that had very limited Financial Centers. We aimed for calls under seven minutes with minimal hold times while giving accurate information to the member.

Lebanon Citizens National Bank (LCNB) is a community bank located in southern Ohio. During my time with LCNB, they expanded to other locations throughout Ohio as well as northern Kentucky for a total of 34 branches. I started as a bank teller in the Loveland location for 4 years than being promoted to Call Center Representative in Lebanon main office for the remaining 2 years.

Teller Duties:

• Traveling to locations that were in need of staff.
• Handling money management, being a financial advisor for members, handling large deposits, and overall looking out for our customers.
• Opening/Closing accounts for personal, trusts, estates and businesses.

Call Center Representative Duties:

• Managing high volume phone calls, assisting with a variety of customer questions, data entry, completing time sensitive tasks and keeping communication with everyone involved both at the 34 branches and back office members.

United Dairy Farmers (UDF) is an ice cream parlor first and a gas station convenience store second. Through hard work and dedication I was promoted three times at my time with UDF. Starting as a Store Clerk, promoted to Shift Leader and finally as an Assistant Manager. I took great pride in my team and work that I had accomplished during my time at the multiple stores I helped run over the years. At UDF, I have learned how to be a team player to achieve success.

Duties:

• Keeping open communication with Store Manager while being their right hand man. Shift management/scheduling for myself as well as my crew based on their requests/needs. Completing the end of day paperwork which included sales and outages.
• Keeping the stores clean and up to QA standards at all times. This also included keeping items in stock, taking inventory, and keeping promotional items updated when necessary.
• Oversaw cash handling procedures, including opening and closing registers, making bank deposits, and reconciling daily sales reports.
• UDF was a fast paced environment that required a lot of multitasking and organization.
• Resolved customer complaints promptly to maintain a positive reputation.
• Maximized employee performance with hands-on training and close mentoring.