Lamar Taylor

Lamar Taylor

$8/hr
Results driven professional in customer service, sales, team and program management.
Reply rate:
28.57%
Availability:
Full-time (40 hrs/wk)
Location:
Curepipe, Curepipe, Mauritius
Experience:
10 years
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
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