Takara Baugh Email & Phone Number

Deltona, Fl, Us

Florida, United States

In this role, I assisted with development and executed strategies to enhance customer satisfaction and optimize customer support operations at Gas South. By fostering clear communication and leading escalation management, I ensured swift resolutions and built strong customer relationships. I consistently monitored key performance indicators (KPIs) and provided targeted coaching to elevate team performance and maintain high customer satisfaction levels.Key Accomplishments: ► Led and mentored a team of up to 25 agents, driving a 30% improvement in KPIs such as CSAT and SLA through continuous coaching and performance monitoring.► Successfully managed escalations and implemented de-escalation strategies, achieving a 50% customer resolution rate and enhancing customer loyalty.► Spearheaded process improvements that boosted team efficiency by 20%, reducing response and resolution times for customer inquiries.► Supported implemented new onboarding and training initiatives, resulting in improved employee retention and consistently high customer satisfaction scores.► Collaborated cross-functionally with Operations, Product, and Account Management teams to refine support processes, ensuring seamless service delivery and enhanced customer experiences.

Cleveland, Ohio, United States

Cleveland, Ohio, United States

Successfully addressed, researched, and resolved customer escalations and complaints, ensuring timely and satisfactory outcomes. Rapidly resolved client conflicts through research and de-escalation techniques, preventing policy cancellations and improving retention. Provided mentoring and training to new hires, contributing to their successful onboarding and development in their roles. Efficiently processed financial and non-financial transactions on client accounts for both clients and agents, ensuring accuracy and compliance. Delivered up-to-date and accurate information to agents and clients, enhancing their experience and maintaining trust. Consistently delivered world-class customer service to agents and policyholders, upholding high standards of service excellence. Collaborated with agents to support them in delivering outstanding service to their clients, boosting overall satisfaction and loyalty. Conducted detailed research within systems to provide accurate and comprehensive information for policyholders, agents, and internal teams. Managed high-volume inbound calls from policyholders, agents, and general offices in a fast-paced call center environment, ensuring quick and efficient service. Built and maintained strong, high-quality relationships with both policyholders and agents, fostering loyalty and trust. Consistently met or exceeded performance benchmarks in all areas of accountability, ensuring alignment with company goals.

Mentor, Ohio, United States

Assisted clients with daily living activities, including personal grooming, meal preparation, and mobility support, ensuring their comfort and well-being. Maintained a clean and hygienic environment to promote optimal health and safety for clients. Provided personalized care for an elderly couple, catering to their individual needs and ensuring their daily routines were followed. Ensured clients' environments were consistently neat, clean, and free from hazards to prevent accidents and promote safety. Administered medications accurately according to doctors' instructions, ensuring proper dosage and timely delivery. Monitored and reported any unusual changes in clients’ conditions or environments, ensuring prompt attention and care adjustments. Coordinated and managed weekly scheduling for private duty caregivers, ensuring adequate coverage and continuity of care. Managed weekly hours and payroll for private duty caregivers, ensuring all time entries were accurate and compliant with schedules. Identified and corrected discrepancies in weekly payroll, maintaining accuracy and timeliness in payment processing.

Hudson, Ohio, United States

Resolved escalated customer complaints with empathy and professionalism, ensuring swift resolution and enhancing customer satisfaction. Conducted thorough program reviews to analyze opportunities for increased sales and improved customer retention, contributing to business growth. Consistently exceeded performance benchmarks across all key accountability areas, maintaining exceptional ratings. Accurately assessed and classified risk for potential insureds by analyzing non-medical information, ensuring compliance with underwriting guidelines. Delivered world-class customer service to agents, providing timely and effective support to improve client experiences and drive profitability. Applied underwriting knowledge to assist agents in optimizing policies, contributing to increased profitability and operational efficiency. Leveraged strong interpersonal skills and holistic reasoning to develop effective, customer-focused solutions. Recommended and facilitated collaborative initiatives to enhance business processes, consistency, and customer service delivery. Maintained up-to-date knowledge of systems, product rules, and underwriting guidelines, ensuring accurate and efficient service. Engaged in ongoing financial and professional development training to stay current with industry trends and soft skills. Managed high-volume inbound customer calls with professionalism, efficiently addressing inquiries and resolving issues to maintain service excellence. Documented, researched, and resolved customer service issues with accuracy, improving overall customer satisfaction.

Mayfield Heights, Ohio, United States

Conducted thorough research to swiftly de-escalate and resolve client issues, ensuring minimal policy cancellations and maintaining customer loyalty.Engaged in active listening to identify customer needs, successfully generating cross-sell opportunities that enhanced both customer satisfaction and revenue growth.Managed a high volume of inbound service calls, delivering prompt and effective support to address customer concerns and inquiries.Delivered efficient solutions to customer requests, optimizing response times and ensuring seamless service delivery.Consistently provided exceptional customer service, resulting in multiple 5-star reviews and recognition for service excellence.Maintained an impressive 85% customer retention rate month over month by fostering strong customer relationships and delivering personalized support.Investigated and resolved customer complaints in a timely and empathetic manner, maintaining a focus on customer satisfaction and service recovery.Enhanced call center efficiency and service capacity by streamlining the resolution process for customer complaints, driving operational improvements.

Mentor, Ohio, United States

Advocate for and promote a healthy lifestyle through the implementation of fitness programs and guidance on proper nutrition for residents.Supervise the maintenance of facility cleanliness, ensuring a safe and hygienic environment for residents and staff.Coordinate and oversee resident support for daily living activities, including toileting, bathing, and dressing, ensuring their comfort and dignity.Facilitate the social and emotional well-being of residents, supporting their personal adjustment and integration into the community.Foster a sense of community among residents through the development and supervision of engagement programs.Oversee patient care responses, ensuring prompt attention to residents' calls for assistance with care and feeding.Assist in managing the care of pressure ulcers, bed sores, and surgical site wounds, providing support to nursing staff and ensuring adherence to medical protocols.Monitor and report unusual circumstances related to resident conditions and facility environment, ensuring timely intervention and resolution.

Willoughby, Ohio, United States

Oversee and transmit critical sales data for a grocery store with over $1 million in revenue, ensuring accurate and timely reporting.Investigate register discrepancies and collaborate with senior management to resolve any financial inconsistencies.Monitor and maintain cashier performance logs, addressing and escalating issues as needed to ensure operational efficiency.Supervise the reconciliation of daily cash intake, including balancing the safe, preparing register bags, and planning for future sales dates.Conduct financial analysis of daily funds, preparing deposits, and managing change order requests to ensure smooth financial operations.Lead efforts to maintain cleanliness and functionality across all store departments, ensuring compliance with corporate standards.Enhance the customer shopping experience by coaching staff to provide friendly, efficient service aligned with the company’s vision.Manage the organization and processing of daily paperwork, receipts, and logs to maintain accurate records.Oversee the processing of daily receipts and ensure timely and accurate deposit management.Provide exceptional customer service both in-person and over the phone, resolving escalated customer concerns effectively.