Taylor M. Cook
Harvey
Summary
Dynamic customer service and sales professional who consistently delivers a 97% customer satisfaction rate. Skilled in Microsoft Office and adept at fostering customer loyalty through active listening and effective communication. Consistently exceeded performance metrics while increasing sales and resolving complex inquiries.
Overview
5
5
years of professional experience
Work History
Benefits Specialist
Health Comp
Mokena
06.2023 - Current
- Promptly handled an average of 80+ customer inquiries and complaints per day with a 97% customer satisfaction rate
- Exceeded quantitative metrics on customer satisfaction, customer retention, and inquiry volume
- Used Microsoft Office tools to track customer experiences and communication
- Maintained a high level of customer satisfaction through effective verbal and written communication skills
- Proficient in investigating grievances and effective resolutions
Customer Care Specialist
COMCAST/NBC UNIVERSAL
Tinley Park
01.2021 - 06.2023
- Explained billing cycles, process and changes effectively to ensure customer understands
- Professionally handled customer while building rapport to better set expectations for resolution
- Resolves delinquent account balances, corrects errors and discrepancies on customers' bill as necessary
- Assist with peer coaching and new hire classes
- Successfully planned team meetings, monthly huddles, and team building exercises
- Exceeded monthly metrics and sales goals
- Provided excellent customer service in a timely manner while maintaining call control
Collection Account Specialist
C.H Robinson Centralized Billing Worldwide
Chicago
03.2020 - 05.2023
- Over-sought electronically processed invoices and other billing services
- Knowledgeable of various office supplies, equipment and regulation
- Verified paperwork submission and source credibility
- Exceeded company quotas daily
- Tracked client accounts and arranged payments
- Collected payments from over 1000 customer accounts
- Ranked above average for correctly indexing 250-300 documents per hr
- Maintained communication with branch managers via different sources of technology
- Contacted daily quota of 70+ overdue accounts
- Completed daily assignment boards and demonstrated organizational abilities
- Extended help to fellow employees to secure peak efficiency
Education
Associate’s - Business Management
Prairie State College
Chicago Heights, IL05.2027
High School Diploma -
Dwight D Eisenhower High School
Blue Island, IL05.2013
Skills
- Microsoft Office
- Excel
- Customer Care
- Customer Loyalty
- Active Listening
- Empathy
- Verbal Communication
- Written Communication
- Customer Service
- High Energy Environment
- Performance Metrics
- Case Management
- Policy Compliance
Timeline
Benefits Specialist
Health Comp
06.2023 - Current
Customer Care Specialist
COMCAST/NBC UNIVERSAL
01.2021 - 06.2023
Collection Account Specialist
C.H Robinson Centralized Billing Worldwide
03.2020 - 05.2023
Associate’s - Business Management
Prairie State College
High School Diploma -
Dwight D Eisenhower High School