LAMAR TAYLOR
CONTACT
Address: 16 SCHOO L LANE ROBINSON
ROAD CUREPIPE MAURITIUS 74528
Phone: -
Email:-
SKILLS
• Employee management
• Call centre operations
• Training and development
• Strategic problem-solving
• Staff education and training
• Performance management
• Process improvement specialist
• Business development
• Inbound/Outbound sales proficiency
• Shipping, receiving and warehousing
• Root Cause Analysis
• Change Management
• Quality Assurance
• MS Office proficiency
PROFESSIONAL SUMMARY
Experienced customer service professional with extensive knowledge
managing customer service teams, training, coaching agents, KPI
reporting, motivating employees, and driving positive customer
experiences.
WORK HISTORY
Business Development Representative, 01/2023 to Current
5 Star Auto Plaza - St Louis, Missouri (Remote - Mauritius)
• Employed proactive problem-solving to handle objections with
professionalism.
• Delivered initial telephone consultations with warm leads (125 calls per
day), applying different sales strategies to overcome objections.
• Kept product knowledge up-to-date by attending regular training to
deliver reliable information with confidence.
• Took inbound calls from prospective clients, offering detailed quotations
and breakdown of benefits.
• Applied exceptional customer service skills across all sales channels to
engage prospects.
Customer Service Team Lead, 11/2021 to 04/2022
Accenture - Ebene, Mauritius
• Led and managed 20 person support staff to maintain smooth daily
operations.
• Effectively managed service desk issues, achieving 89 % first call
resolution.
• Handled escalated complex customer queries and disputes, finding swift
resolutions within 20 minutes to maintain excellent customer relations.
• Reduced customer call times by 38% through increased staff training
and incentivisation.
• Monitored employee and customer interactions to assess quality of
service.
• Translated senior management directives into actionable front-line
policies and implemented changes with staff.
Sales Coordination Support Manager, 07/2018 to 11/2020
US Foods - Renton, Washington
• Led high-achieving call centre team in delivering quality customer care.
• Developed plans and strategies to promote continuous improvement.
• Oversaw daily operations to achieve high productivity levels.
• Drove down sales case response times 11% by creating efficient case
handling process.
• Selected by corporate to be part new company acquisition: Staffed and
trained new support team and created processes for newly created
Seattle Area
• Produced competitive official sales quotations in line with agreed
customer pricing policies.
Service Desk Support Manager, 01/2018 to 04/2018
SWC Technology - Oak Brooks, Illinois
• Facilitated high-quality service desk operations of 14 agents, applying
best practice methods aligning with ITIL framework.
• Promoted continuous improvement by problem-solving and sharing
suggestions to optimise team operations.
• Slashed client ticket issue resolution times 40% (from 6 days to 2 days)
which rescued $150,000 account; evaluated historical performance data,
coached ticket owners on faster resolutions, and set up client meetings
to work through lingering problems.
• Completed newly-deployed phone routing system and customer
relations projects for hard-to-please client before departing to find
another position that would fully leverage operational leadership skills
Support Manager, 10/2014 to 09/2017
PACCAR Parts - Renton, Washington
• Managed 20-person support team with $3 million budget based on
background for driving product demand, process efficiencies, building
out operational roadmaps, and customer experience optimization
• Conducted performance reviews, administer efficiency projects, and
prepared / ran reports providing supply chain data to senior
management
• Prepared weekly, monthly, and quarterly performance reports for senior
management, consistently monitoring KPIs.
• Captured 73% reduction in case closure times while delivering 24-hour
support to customers
Legal Operations Program Manager, 05/2013 to 09/2014
Microsoft - Redmond, Washington
• Managed back-office vendor located in India while shouldering
paralegal work of 2 paralegal positions that had gone unfilled
• Increased India vendor team's email response and docketing service
accuracy levels 45% following onsite retraining of team on proper
handling and response times
• Drove 98% on-time completion rate for patent responses while
overseeing 200+ Microsoft and outside counsel attorneys' dockets using
reporting to ensure patents were not unintentionally abandoned.
Global Advocacy Program Manager, 02/2012 to 05/2013
Microsoft - Redmond, Washington
• Managed Microsoft Partner Network cloud program, projects, processes,
and procedures aimed at resolving complex systemic global sales
blockers and increasing global partner customer satisfaction.
• Headed meetings with directors and CVPs to review Partner Cloud space
impacts
• Succeeded in closing cases ~10 days faster (71% more quickly).
• Carried out day-to-day duties accurately and efficiently.
EDUCATION
Crucial Conversations by Vital Smarts: Management, 2016
Situational Leadership, PACCAR - Redmond, Washington
Lean Belt Six Sigma Training: Six Sigma, 2012
Microsoft - Redmond, Washington, India
Bachelor of Science (B.S: Business Management, 2003
University of Phoenix - Sacramento, California