Jonathan Taylor
Customer Service Leader | Learning & Development Specialist | Human Resources Professional
- Role
- Fraud Investigator at Gen
- Location
- Dallas, TX, US
- LinkedIn followers
- 500 followers
About Jonathan Taylor
Hi, I\'m Jonathan Taylor! I\'m passionate about transforming customer experiences and…
Experience
Fraud Investigator
Jun 2022 — Present · Plano, TX, US
Saved the company approximately annually by increasing customer retention and reducing churn through strategic account management• Collaborated with C-Suite executives and departmental leaders to update the standard operating procedures (SOPs) for the Restoration Department• Streamlined communication with the Customer Service and Alerts department to develop sustainable solutions that addressed customer concerns and reduced wait times by more than 10%• Directed HR functions, including professional development training for current employees and onboarding 10+ new employees• Administered Tier support to customers, performing root cause analysis to identify account issues and providing support to mitigate fraudulent activity• Served as the administrator for cloud and CRM platforms, including Google Contact Center AI, Salesforce, and other tools, providing data insights and key metrics to enhance customer experience and increase operations
Education
East Texas A&M University
Bachelor of Applied Science - BASc, Organizational Leadership
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