Taylor M. Hotaling
Apex
Summary
Experienced with team leadership, customer relationship management, and process improvement. Utilizes strategic planning to enhance service delivery and customer satisfaction. Track record of fostering team collaboration and efficiently resolving complex customer issues.
Overview
14
14
years of professional experience
Work History
Supervisor Customer Service
United States Postal Service
09.2023 - Current
- Supervises city and rural delivery operations. Monitors clerks and carriers in the sorting and delivery of mail to ensure adherence to applicable service standards. Conducts mail counts route inspections and route evaluations.
- Supervises retail window services. Monitors bargaining unit employee interactions to ensure a positive customer experience. Interacts with customers to provide services and respond to inquiries. Monitors retail stock, equipment and supplies to maintain established thresholds, working with lead clerks and ensuring adherence to applicable Postal policies and procedures.
- Coordinates work operations across multiple functional areas, including retail, delivery, logistics and mail processing. Maintains constant communications and builds relationships with diverse groups to coordinate work and foster a positive work environment.
- Supervises Craft employees and assigns work to maximize operational efficiency. Provides training and monitors performance. Ensures overtime usage adheres to applicable local and national contractual agreements and Postal policy. Conducts daily team meetings and stand-up talks with employees. Investigates grievances and responds to inquiries from union representatives.
- Manages employee attendance and reinforces attendance control policies, to ensure accurate timekeeping and adherence to Postal policies and procedures.
- Uses delivery reports to identify and resolve deficiencies, such as mail condition reports, scanning integrity, and delivery compliance. Provides regular status reports to leadership.
- Monitors employees and the workplace to ensure safe and efficient work practices. Identifies safety and health hazards and takes action to resolve issues in a timely manner. Enforces zero tolerance policy for workplace violence and ensures threat assessment procedures are in place
- Analyzed customer feedback to identify trends, implementing strategies for improvement in service delivery.
- Oversaw the implementation of new technologies to improve customer interaction channels and response times.
- Mentored management team on best practices for conflict resolution and effective customer engagement strategies.
Sales & Service/Distribution Clerk
United States Postal Service
07.2016 - 03.2021
- Process incoming and outgoing mail
- Use automated and manual methods sortation
- Read and sort mail quickly and accurately
- Provide excellent customer service
- Maintain accurate daily records as well as cash drawer and stamp stock accountability
- Follow work safety methods
- Provide additional help to other offices when needed
Administrative Assistant
Schmeiser, Olsen & Watts, LLP
06.2017 - 06.2018
- Assist in keeping attorney and other staff members calendared events
- Keep record of office supplies and handle all order ordering
- Organize catering events as well as travel accommodations
- Provide support to office paralegals in terms of opening and establishing client files while offering a strong attention to detail
- Answer and direct phone calls along with daily mail
- File inventory
- Mail important legal documents such as patents to clients using domestic and international shipping methods
- Draft correspondence to clients on behalf of the attorneys
Legal Assistant
Freeman Howard, PC
05.2015 - 07.2017
- Draft correspondence using Microsoft Word
- Manage multiple calendars and track deadlines for each Attorney
- Ensure that sensitive documentations are properly and timely filed
- Draft and review legal documentation, such as Contracts of Sales
- Handle all administrative tasks such as answering phones, scheduling appointments and preparing and mailing invoices
- Organize and maintain client files
- Prepare exhibits for court
- Prepare closing documentation and tax forms, using Microsoft Excel
Legal Assistant
Solomon & Solomon, P.C.
03.2016 - 06.2017
- File, retrieve and search for files as requested
- Route files to proper recipient or file area
- Photocopy documents and prepare packets for mailing
- Scan and index documents and files
- Perform data entry regularly
- Fax/mail paperwork to authorities and courts in a timely manner
- Draft correspondence and documents
Legislative Intern
New York State Assembly
01.2015 - 05.2015
- Track Assemblymember’s legislation using the Legislative Retrieval System
- Draft Bill memos
- Prepare information to be used by my Member during floor debate, committee meetings and conferences
- Prepare and maintain Member’s calendar
- Copy and collate sensitive documents
- Draft constituent correspondence
- Conduct research project and meet specified deadlines
- Attend public hearings on behalf of the Member
- Meet with constituents to discuss District issues
- Assist with preparation for debate in the Assembly Chamber
- Provide support for the Member, on the floor, during debate
Receptionist/General Office Administrator
Hudson Ear, Nose and Throat
04.2012 - 09.2014
- Review and input confidential patient information, insurance and billing
- Scan and route patient medical forms and test results
- Conduct general office duties, including cash outs
- Make in-office surgical procedure appointments, using the EMR system
- Contact and maintain relationships with insurance companies
- Order office supplies and make sure necessities are fully stocked
Education
Associate of Science - Paralegal
Dutchess Community College
Poughkeepsie, NY01-2015
Associate of Science - Business Administration
Columbia Greene Community College
Hudson, NY05-2011
Skills
- Complaint handling
- Call center management
- Customer satisfaction measurement
- Policy enforcement
- Service improvement
- Customer service
- Problem-solving
- Excellent time management skills
- Verbal and written communication
- Training and mentoring
- Customer relations
- Administrative support
Timeline
Supervisor Customer Service
United States Postal Service
09.2023 - Current
Administrative Assistant
Schmeiser, Olsen & Watts, LLP
06.2017 - 06.2018
Sales & Service/Distribution Clerk
United States Postal Service
07.2016 - 03.2021
Legal Assistant
Solomon & Solomon, P.C.
03.2016 - 06.2017
Legal Assistant
Freeman Howard, PC
05.2015 - 07.2017
Legislative Intern
New York State Assembly
01.2015 - 05.2015
Receptionist/General Office Administrator
Hudson Ear, Nose and Throat
04.2012 - 09.2014
Associate of Science - Business Administration
Columbia Greene Community College
Associate of Science - Paralegal
Dutchess Community College