Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
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Taylor Barraclough

Woodstock,GA

Summary

Enthusiastic and detail-oriented professional with a deep commitment to community support and a nuanced understanding of the intricacies of the online publishing industry. Eager to apply my expertise in user support, adept technical problem-solving, and heightened cultural awareness to actively contribute to a thriving community.

Overview

9
9
years of professional experience

Work History

Article Curator

Medium.com
01.2020 - Current
  • Review 400+ article submissions weekly for potential curation and promotion.
  • Frequently promotes high-quality articles that increase readership to millions of readers.
  • Responded to incoming user inquiries, feedback, and reports in Zendesk.
  • Assisted in maintaining and updating operational processes and procedures to address issues and maintain positive user support experience.
  • Worked with other departments to track and resolve bugs and other technical issues and recommend new site features and improvements.
  • Consistently discover new and noteworthy writers that draw in readers.
  • Verify research and sources listed in individual articles for accuracy.
  • Recommend exceptional articles to the editorial team for additional promotion.
  • Identify and report any misleading or harmful content that does not align with brand safety.
  • Review data metrics across the company website to improve reader suggestions.
  • Regularly assist the editorial department in improving curation and article recommendations to readers.
  • Assisted with reading hundreds of submissions for promotional writing contests.
  • Assisted in moderating and managing community events.
  • Examine trending topics to prioritize timely cultural moments.

Book Reviewer

Onlinebookclub.org
10.2018 - 09.2022
    • Prepare 600-1200 word high-quality reviews for various books in several genres, including detailed summaries of the storyline and a comprehensive analysis of character development and overall content structure.
    • Supply a comprehensive list of all grammar, spelling, and formatting copy errors to ensure all books adhere to editorial standards.
    • Participate in the reviewer community and give elaborate feedback on other review posts.
    • Managed competing deadlines with efficiency.

Beta-reader

Romance Refined
03.2020 - 01.2022
  • Review a wide variety of unpublished stories for flow and readability.
  • Provide copyediting suggestions to the author regarding the plot, dialogue, character analysis, grammar, and overall story quality.
  • Give first impressions of the story and advice on how to improve the beginning hook.
  • Produce book summaries as well as alternative titles.
  • Identify key moments to be promoted.
  • Provide authors with a 25+ page critique form.
  • Created plans and communicated deadlines to complete projects on time.

Claims Specialist

Coyote Logistics
11.2017 - 04.2019
  • Responsible for inputting, filing, and classifying all new claims.
  • Maintained strong relationships with customers and resolved general questions.
  • Collaborated with cross-functional teams to track and resolve bugs, contributing to continuous improvements.
  • Responsible for tracking down and categorizing documents for legal disputes and missing claims paperwork for claim investigators.
  • Created and maintained department SOP documentation for the company claims system.
  • Followed up with customers on unresolved issues.
  • Addressed an average of 25+ customer inquiries and complaints each week.
  • Generated, posted, and attached information to claim files.
  • Carried out administrative tasks by communicating with clients, distributing mail, and scanning documents.
  • Checked documentation for accuracy and validity on updated systems.

LTL Operations Associate

Coyote Logistics
09.2015 - 11.2017
    • Responsible for tracking hundreds of shipments daily and providing updates to customers.
    • Responded promptly to user inquiries, complaints, and feedback, ensuring a positive support experience.
    • Applied operational processes and procedures to address issues and maintain a high level of user satisfaction.
    • Handled scheduling for pick-ups and deliveries.
    • Assist carriers with shipping issues, such as delays, missing shipments, or accidents.
    • 3+ years of experience training dozens of new hires monthly.
    • Responsible for reviewing new hire call transcripts and flagging any issues that arise.
    • Communicated with internal personnel to provide status updates for both shipping and receiving dates.
    • Monitored progress of various projects to resolve issues that arose.
    • Collected, arranged, and input information into a database system.

Education

Some College (No Degree) - Graphic Design

Chattahoochee Technical College
Woodstock, GA

Some College (No Degree) - English Literature

Macon State College
Macon, GA

Skills

  • Experience in copyediting, copywriting, content writing, and storytelling
  • 4 years moderating user-generated content
  • 10 years of customer service experience, specializing in community and user support
  • 2 years of experience using Zendesk responding to user inquiries, complaints, feedback, and reports
  • 4 years cataloging and documenting user content
  • Exceptional communication skills with a focus on empathy and understanding
  • Analytical mindset with a vigorous attention to detail, as well as the capability to understand and address complex cases
  • Culturally aware of trends and pop culture in the United States
  • Works well flexibly in team environments or independently
  • Proficient in Microsoft Word, Excel, PowerPoint, Adobe, and various other programs
  • Technically savvy and able to quickly learn new systems
  • Experience working with a multicultural remote company

Accomplishments

  • Certified in Proofreading and Editing
  • Collaborated with team of 2 in the development of Coyote's Claims SOP
  • First Place Winner of Medium's internal writing contest
  • Led Coyote's company-wide customer service survey collecting 100+ survey responses to improve client satisfaction
  • Supervised team of 9 staff members
  • Trained 100+ staff members
  • Volunteer Transcriber for the Smithsonian

Timeline

Beta-reader

Romance Refined
03.2020 - 01.2022

Article Curator

Medium.com
01.2020 - Current

Book Reviewer

Onlinebookclub.org
10.2018 - 09.2022

Claims Specialist

Coyote Logistics
11.2017 - 04.2019

LTL Operations Associate

Coyote Logistics
09.2015 - 11.2017

Some College (No Degree) - Graphic Design

Chattahoochee Technical College

Some College (No Degree) - English Literature

Macon State College

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Taylor Barraclough