DANIELLE TAYLOR
Boerne,TX
Summary
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
9
9
years of professional experience
Work History
Quality Analyst
TaskUs
10.2019 - 04.2023
- Compiled and distributed weekly feedback to team leaders and managers to improve service time and quality while increasing productivity.
- Defined and implemented quality initiatives to reduce risk.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Collaborated with management to provide training on improved processes and assisted with creation and maintenance of quality training.
- Administered quality audits weekly and assessed results to inform corrective action measures.
Social Media Manager
National Ovarian Cancer Coalition SA Chapter
01.2017 - 12.2019
- Research audience preferences and discover current trends
- Create engaging text, image and video content
- Design posts to sustain readers’ curiosity and create buzz around fundraising events
- Stay up-to-date with changes in all social platforms ensuring maximum effectiveness
- Facilitate online conversations with members and respond to questions.
- Cultivated strong corporate image and identity with clear branding.
- Monitored online presence of company's brand to engage with users and strengthen customer relationships.
- Managed editorial calendars and rescheduled PR events and meetings.
Senior Service Consultant/Virtual Team
Wayfair
08.2018 - 04.2019
- Delivered outstanding service to clients to maintain and extend relationship for future business opportunities.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Reached out to customers after completed sales to suggest additional service or product purchases.
- Educated customers about billing, payment processing and support policies and procedures.
- Investigated and resolved customer inquiries and complaints quickly.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Maintained up-to-date knowledge of product and service changes.
- Responded proactively and positively to rapid change.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
Recruitment Specialist
J.Crew Inc
04.2015 - 07.2017
- Explored new recruitment channels to provide recommendations to the recruiting manager
- Assisted in developing and facilitating new-hire orientations
- Updated key human resource metrics, including turnover and terminations.
- Hired employees and initiated new hire paperwork process
- Pre-screened resumes prior to sending to corporate hiring managers for consideration.
- Promptly corresponded with applicants and coordinated and conducted interviews.
Client Specialist
J.Crew
09.2014 - 12.2016
- Address client's concerns regarding order/shipping inquiries and product information via phone, email and LiveChat.
- Achieve productivity standards and goals while maintaining the highest level of customer service.
- Analyzed customer feedback to identify areas of improvement in online shopping experience.
- Diagnosed and resolved technical challenges for customers to facilitate online order process.
- Replied to information requests through Cisco CRM to foster seamless customer service experience.
- Managed customer service inquiries and complaints for customer satisfaction.
- Drove strategy for online platform, order management and fulfillment process to meet company objectives.
- Utilized various analytics tools to track customer behavior and optimize website layout.
Education
Bachelor of Arts - Communications, Sociology, progess
Texas A&M University
Skills
- Sampling
- Writing
- Requirements Traceability Matrix (RTM)
- Training Implementation
- Reading Comprehension
- Support Case Resolution
- Audit Processes
- Quality Control Analysis
- Constructive Feedback
- Project Management
Timeline
Quality Analyst
TaskUs
10.2019 - 04.2023
Senior Service Consultant/Virtual Team
Wayfair
08.2018 - 04.2019
Social Media Manager
National Ovarian Cancer Coalition SA Chapter
01.2017 - 12.2019
Recruitment Specialist
J.Crew Inc
04.2015 - 07.2017
Client Specialist
J.Crew
09.2014 - 12.2016
Bachelor of Arts - Communications, Sociology, progess
Texas A&M University
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