Taylor Routly
Vancouver,BC
Summary
Customer service management professional experienced with inbound and outbound customer service. Team player with exceptional listening and critical thinking skills. Knowledgeable in tackling issues and concerns with poise. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Overview
12
12
years of professional experience
Work History
Client Service Manager
Telus Communications
05.2022 - 09.2022
- Created customer support strategies to increase customer retention.
- Took ownership of customer escalations and followed problems through to resolution
- Established long term relationships with customers through regular touch points, governance meetings, and health status reviews
- Kept accurate records to document customer service actions and discussions.
- Advocated internally on customers behalf; acted as voice of the customers
Call Centre Team Manager
Telus Communications
08.2019 - 05.2022
- Evaluated employee performance and coached and trained team members, increasing quality of work and employee motivation
- Coordinated team collaboration to share ideas and build best practices.
- Led employee relations through effective communication, coaching, training, and development.
- Delivered regular team meetings for aligned work towards common goals.
- Analyzed team performance data to provide meaningful insights, enabling informed decision-making.
- Established and maintained performance, quality and service standards for professional customer care.
Retention Customer Service Representative
Telus Communications
10.2017 - 08.2019
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
Head Lifeguard/Swim Instructor
Westside Recreation Centre
01.2011 - 10.2017
- Communicated clearly and positively with parents to ensure expectations were met and exceeded.
- Provided positive reinforcement and motivation to increase student confidence and performance.
- Created and implemented innovative strategies to engage clients in coaching journey.
- Trained and managed team of lifeguards on pool safety and risk management protocols.
- Provided customer service and responded to inquiries and complaints for optimal guest satisfaction.
- Assisted in setting up pool deck, cleaning up public areas and closing pool in unsafe conditions.
- Responded to life-threatening emergencies and provided first aid and CPR.
Education
Bachelor of Science - Biology
University of Calgary
Calgary, ABSkills
- Administrative Support
- Superior Computer Skills
- Customer Relationship Management
- Key Performance Indicators (KPIs)
- CRM Software (Salesforce)
- Customer Relations
- Microsoft Word/Googles Docs
- Professional Telephone Demeanor
- Information Confidentiality
- Sales Activities
- Continuous Improvement Projects
Timeline
Client Service Manager
Telus Communications
05.2022 - 09.2022
Call Centre Team Manager
Telus Communications
08.2019 - 05.2022
Retention Customer Service Representative
Telus Communications
10.2017 - 08.2019
Head Lifeguard/Swim Instructor
Westside Recreation Centre
01.2011 - 10.2017
Bachelor of Science - Biology
University of Calgary
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