Franklin Taylor Email & Phone Number

Vancouver, Washington, United States

In the Customer Contact Response Team (CCRT) I assist end users with their workstations, report issues that might affect the business line, and analyze possible trends to lessen any future negative impact.

Determined clients’ needs, recommended solutions, troubleshot network and equipment problems, and assisted users in providing sufficient solutions.• Supported customer service center technology with hiring efforts and delivered technology support for onsite and remote employees in the business line.• Tracked new hires’ equipment through Microsoft Excel and Microsoft Lists to ensure that equipment was ordered, ancillary equipment shipped (ex 2nd monitor, webcam, and headset), and confirmed arrival prior to start date.• Coordinated with multiple teams to ensure employees were fully equipped technically through an inhouse ticketing system and remedied any insufficient set ups by collaborating with teammates and vendors.• Diagnosed devices upon return and determined fit for redeployment or returning to warehouse.

Worked with customers through the bank app and website to digitally service their banking needs.• Answered customer questions via email and chat related to 24 Hour Banking.• Pioneered the chat banker program when it first launched by working through the stability glitches and how to incorporate two live chats with customers.• Utilized SharePoint to centralize knowledge sources to improve team’s knowledge base for onboarding or refreshing information for seasoned chat bankers.

Rose up to the needs of the Call Center to offer support, as well as work with remote employees in the adaptive workforce environment.• Implemented remote onboarding process to ensure equipment was shipped as soon as possible and was instrumental in lining up a more automated approach resulting in less downtime of staff during height of the pandemic. • Assisted the call center with technology support in addition to standard Digital Communication Banker duties.• Handled onsite assistance of physical computer hardware replacements, and site reorganization after the Call Center switched to a majority remote workforce.• Trained contractors to administer the new hire provisioning project and provided documents to use to increase production.

Worked with customers over the phone primarily on troubleshooting the technical aspects of their interaction to the banking website and app.• Received the Quarterly Top Performer Award for being the top performer for the second quarter of 2018.• Assisted customers experiencing issues over the phone relating to U.S. Bank’s online and mobile banking services.• Pioneered the Digital Product Technical Support pilot team that were new employees brought on with less banking knowledge, but more problem-solving experience to reevaluate the current training programs.• Delivered successful outcomes which enabled training programs to adjust quickly in providing technology support to new employees on a reliable and scalable system.• Increased knowledge base of other aspects of banking which included more banking support to other areas such as Credit Specialist, Business Banking, and Fraud Liaison Center.