Bob Taylor Email & Phone Number

Colorado Springs, Co, Us

Denver, Colorado, United States

Austin, Texas

(On-site with client) Team Lead responsible for direct supervision of Tier 1 technical support agents, helpdesk team, and support staff (SMEs, QA). We started with a small crew and pulled in resources to implement the processes necessary to consolidate all support staff to our location. Constantly working to improve our performance as business needs change.● Took on support for multiple client services, requiring the creation of training materials, onboarding and training of new agents, process creation and improvement, establishing KPI and QA metrics, service level improvement, client reporting, and employee management.Ramped from initial staffing to triple our headcount (200+), then ramped back down to 30% of maximum staffing.● Real time queue management (phone, chat, email, social media) to maintain service levels per client requirement.● CSAT/DSAT review and root cause analysis.● Data collection and summary for business reviews (weekly/monthly/quarterly).● Communicated agent performance with individual agencies.● Agent performance and attendance tracking, individual coaching for improvement.

Austin, Texas

Positions held at TSL:Solutions Manager (Mar 2016 - Jun 2016)Introductory Period Supervisor (Sept 2015 - Mar 2016)Subject Matter Expert, Account Security (Mar 2015 - Sept 2015)Technical Support Agent (Aug 2013 - Mar 2015)Started as a telephone agent for 6 months (approx. 3000 calls handled) and then moved to written support before joining the leadership team. Involved in onboarding 4 different clients, building support processes, agent resources, and effective teams based on client needs. Daily oversight of teams and long-term agent development.Reduced expected service level from 72 hours to less than 4 hours.Created reporting, tracking, and coaching for DSAT (negative customer experience) program using root cause analysis to identify knowledge gaps.Implemented a mentoring program for under-performing agents to improve quality and volume.Tracked daily/weekly/monthly agent performance and created effective coaching plans to maintain client standards.Created and delivered training of multiple modules for new hire classes (information security, account security, troubleshooting theory, various client product updates) with ongoing roundtables and refreshers.

Louisville Ky

Assembled scores of barbecues, wheelbarrows, and lawn tractors for display/deliveryTransitioned to customer associate/cashier in the Garden Center

Jeffersonville In

Began in the stockroom, pulling parts to match build-sheets. Moved to Receiving Department after 3 months and saw a need for improved processes. Submitted proposal and was granted authority to make changes to department policies for receiving and routing of incoming materials." Instituted same-day processing of incoming orders." Established and documented protocols for FIFO and internal routing of received goods to proper departments." Integrated first-touch Quality Assurance with Receiving in order to expedite return/replacement of custom parts as necessary." Maintained up-to-date priorities and triage hierarchy based on current production needs.

Cottage Grove Or

" Participated in a statewide initiative to plan and maintain a single point of entry to the State of Oregon permitting system." Streamlined in-office processes for intake and issuance of City permits via telephone and walk-in customers. Transitioned from manual tracking to electronic." Purchased up-to-date permitting software and manually transferred all open permits to increase tracking and provide cross-reference for future use." Prioritized, scheduled, and followed-up on permit inspections for all required permits: Building, mechanical, electrical, plumbing, Engineering, and Public Works." Established database for tracking violations of City Development Code, including issuance of citations based on criteria established by the Planning Commission.

Eugene Or

" Established processes for the receipt, processing, and distribution of incoming retail product to 10 satellite locations. " Created tailored processes and training for receipt of each department's specific product: Books (text and trade), sportswear, electronics, art and school supplies." Increased efficiency, accuracy, and turnaround time by implementing binning, cycle counts, and replenishment system based on daily min/max report." Conducted safety trainings and review for operation of warehouse equipment: forklift, scissor lift, pallet jack, hand truck, etc.

Computer Software And Media Applications, 4.0

Criminal Justice And Corrections

Social & Criminal Justice studies