Danielle Taylor
Boerne,TX
Summary
Versatile and detail-oriented professional with expertise in technical troubleshooting, client support, and process improvement.
Proven ability to manage multiple projects, collaborate with cross-functional teams, and implement solutions that drive operational efficiency. Experienced in creating and maintaining technical documentation, delivering exceptional client service, and improving workflows to meet business objectives. Ready to contribute strong organizational and communication skills in a dynamic environment across a range of industries.
Overview
9
9
years of professional experience
Work History
Quality Analyst Lead
GlowTouch - Versant Health
San Antonio, Texas
07.2023 - Current
- Developed and implemented quality assurance process to improve provider/patient interactions.
- Analyzed provider complaints and feedback to identify areas of improvement.
- Led cross-functional teams in root cause analysis for identified issues.
- Collaborated with management to improve processes and trained staff on new workflows.
- Conducted 85 internal quality audits weekly to assess performance and inform corrective actions.
- Provided feedback to leadership on quality metrics, improving service time and overall productivity.
Quality Assurance Analyst
TaskUs - Disney+ and Robinhood
San Antonio , Texas
10.2019 - 04.2023
- Administered quality audits and created reports that improved service levels and client satisfaction.
- Worked with cross-functional teams to develop and implement quality training procedures.
- Troubleshot service issues, providing detailed feedback and corrective measures to team leaders.
- Monitored key metrics to ensure compliance and quality standards were consistently met.
Customer Service Manager
Wayfair
San Antonio , Texas
08.2018 - 04.2019
- Provided exceptional customer service to ensure customer satisfaction.
- Developed and implemented strategies for providing excellent customer service experience.
- Reviewed customer feedback and complaints to identify areas of improvement in customer service processes.
- Worked independently to resolve customer queries, meeting productivity standards and response times.
- Managed service cases through Cisco
CRM, providing a seamless customer experience.
Customer Support Specialist
J.Crew
San Antonio, Texas
09.2015 - 08.2018
- Responded to customer emails and phone calls promptly, courteously, and professionally.
- Investigated customer complaints regarding product quality or service rendered.
- Maintained up-to-date knowledge of company products, services, policies, and procedures.
- Recorded all customer interactions into the database system accurately and completely.
- Followed up with customers after issue resolution to ensure their satisfaction with the outcome.
Education
Bachelor of Arts - Communications
Texas A&M University
San Antonio, TX12-2019
Skills
- Project Management
- Technical Troubleshooting
- Process Improvement
- Quality Auditing
- Client Engagement & Support
- Technical Documentation
- Cross-functional Collaboration
- Communication & Stakeholder
Management
Timeline
Quality Analyst Lead
GlowTouch - Versant Health
07.2023 - Current
Quality Assurance Analyst
TaskUs - Disney+ and Robinhood
10.2019 - 04.2023
Customer Service Manager
Wayfair
08.2018 - 04.2019
Customer Support Specialist
J.Crew
09.2015 - 08.2018
Bachelor of Arts - Communications
Texas A&M University