John A.

Taylor
18777 Midway Road Apt 509B Dallas, TX 75287
Contact information: (214) 418-9318 or jt52652c@westpost.net
Objective: Seeking position requiring excellent communication, business and mana
gement skills in a corporate environment, with an opportunity for professional g
rowth and development.
Employment
Tier III Tech Support Supervisor
(June 2006 ? pres
ent)
T-Mobile USA
Frisco, TX
Was part of initial management group that opened up the Frisco campus in 2006. R
esponsible for managing, coaching, and developing a team of 15-30 TSR?s and one
Sr. TSR. Provide quality analysis and create trending reports to implement new p
olicies and procedures to improve TSR efficiency and customer experience. Other
responsibilities include attending and conducting weekly management meetings to
improve daily call center operations. Facilitate training sessions for new produ
cts and services as well as provide support for these externally and internally.
Conducting interviews and hiring external and internal job applicants. Perform
certain IT/Help Desk related tasks using Remedy system. Test and provide analysi
s/feedback on new devices and applications prior to release. Perform quarterly b
usiness reviews presenting in front of high level company executives. Have appea
red in internal T-Mobile training videos showing employees how to handle various
customer issues and use different products and services.
Customer Service Supervisor
(March 2005 ? May 2006)
American Home Mortgage
Irving, TX
Was part of initial group of Supervisors and Management that opened up this call
center in May of 2005. Primary responsibility was to manage and develop a team
of 10-15 customer service agents and assisting them in call handling of all aspe
cts of loan servicing. Others duties included maintaining performance records an
d providing direct feedback on agent performance. Provided assistance in measuri
ng, reporting, and facilitating of day to day operations in the call center. Hel
ped create and implement call center policies and procedures as well as training
guidelines for new call center. Also assisted in the interviewing and hiring of
qualified applicants.
Resolution Management Specialist
(July 2002 ? January 2005)
Countrywide Home Loans
Plano, TX
This position was part of Countrywide?s OOP (Office of the President), was promo
ted to this group in March 2004. The Resolution Management Specialist resolves i
ssues that are escalated beyond a Customer Service Team Lead/Supervisor, or ones
that are escalated directly to the Office of the President. Provided training a
nd feedback for Customer Service Team Leads and Supervisors to help improve esca
lated call handling procedures. Researched escalated issues working with multipl
e departments/divisions to get them resolved in a timely manner. Prior to being
promoted to this group, I handled calls as a Customer Service Tele Rep from July
2002 to March 2004 and took inbound calls that dealt with all aspects of loan s
ervicing.
Education
Southern Illinois University, Carbondale, IL (1996-1998)
Rock Valley College, Rockford, IL (1998-2000)
College of Dupage, Glen Ellyn, IL (2000-2001)

*References provided upon request