Summary
Overview
Work History
Education
Skills
Certification
References
References
Timeline
Generic

TAYLOR FERREL

Provo,UT

Summary

Director of Customer Relations at Optimized Health Plans with expertise in data analysis and communication, achieving a 20% increase in client retention. Demonstrated success in fostering teamwork and enhancing customer satisfaction through strategic initiatives and training programs. Extensive experience in public safety leadership at a major university, implementing effective safety initiatives that yield measurable results. Strong communicator and listener, engaging effectively with diverse stakeholders from students to city leaders.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Director of Public Safety Grants

Cedar Fort Fire Department
Cedar Fort, Utah
01.2025 - Current
  • Participated in interdepartmental teams focused on improving response times during emergencies.
  • Analyzed data from surveys conducted by citizens in order assess their needs related to public safety services.
  • Compiled reports summarizing data collected from field personnel regarding daily activities.
  • Ensured compliance with applicable laws, regulations, policies, and procedures related to public safety operations.
  • Developed, submitted and defended public safety budgets, monitored expenditure of approved funds and allocated to keep spending within budget.

Director of Customer Relations

Optimized Health Plans
Spanish Fork, UT
04.2024 - Current
  • Managed confidential and sensitive information with discretion, ensuring compliance with privacy standards and organizational policies.
  • Streamlined executive-level communication by coordinating schedules, managing calendars, booking travel, and overseeing high-level correspondence.
  • Built and maintained strong client relationships, contributing to increased account retention and overall satisfaction.
  • Acted as a liaison between cross-functional teams and senior leadership, fostering open communication, transparency, and a collaborative work environment.
  • Handled high volumes of inquiries with professionalism and efficiency, delivering consistent, high-quality support.
  • Led customer experience initiatives by gathering and analyzing feedback, refining communication strategies, and implementing improvements to enhance service delivery.
  • Developed and executed comprehensive training programs for new hires, supporting a positive and well-prepared workplace culture.
  • Used data analysis and visualization to inform decision-making, evaluate customer behavior, and contribute to strategic planning efforts focused on retention and satisfaction.
  • Coordinated multi-channel outreach campaigns-including direct mail, SMS, email, and web notifications-and created internal knowledge bases to ensure consistent, informed support across teams.

Executive Assistant

Optimized Health Plans
Spanish Fork, UT
07.2021 - 03.2024
  • Supported executive leadership by processing travel expenses and reimbursements for senior management, managing email and phone communication, and coordinating appointment scheduling to optimize executive workflows.
  • Acted as a liaison between departments to facilitate clear communication and cross-functional collaboration.
  • Organized and coordinated conferences, recurring meetings, and staff events to meet operational needs and strengthen workplace morale.
  • Oversaw office inventory, maintained equipment, and managed supply orders to ensure consistent day-to-day operations.
  • Handled a high volume of phone and email inquiries, screened communications for executives, and ensured timely and appropriate responses.
  • Contributed to executive decision-making by conducting research and presenting findings in clear, actionable formats.
  • Improved office efficiency through the development of enhanced filing systems and document management processes.
  • Assisted in drafting and implementing company policies and procedures, contributing to a more organized and compliant work environment.
  • Coordinated executive travel and accommodations, enhancing productivity through efficient logistical support.

Sales Manager

ION Solar
Provo, UT
10.2019 - 07.2021
  • Served as the primary point of contact for escalated client issues, managing stakeholder relationships tied to multimillion-dollar accounts and increasing client retention from 60% to 80%.
  • Led a team of over 15 sales representatives and account executives, providing support during high-level consultations and identifying performance improvement opportunities.
  • Contributed to a 40% increase in sales revenue in 2022 while maintaining an average close rate of 35%.
  • Focused on strengthening client relationships, driving strategic growth, and fostering a high-performing team environment.

Executive Assistant to Head of Athletics

Western Colorado State University
Gunnison, CO
08.2016 - 05.2018
  • Provided vital administrative support to the Athletic Director, ensuring smooth daily operations within the Athletics Department by managing schedules, organizing meetings, and handling correspondence.
  • Demonstrated strong organizational skills by managing multiple projects simultaneously while maintaining attention to detail and accuracy.
  • Delivered comprehensive administrative support services, including preparing reports, transcribing meeting minutes, and conducting research to assist in decision-making.
  • Exhibited proficiency in calendar management and the coordination of executive-level meetings.
  • Developed and maintained organized filing systems for confidential documents, emails, spreadsheets, and other departmental materials.
  • Managed sensitive information with discretion to uphold privacy standards.
  • Supported event planning efforts by arranging travel and securing venues, contributing to the successful execution of departmental activities.

Education

Bachelor of Science (B.S.) - Hospitality Management

Utah Valley University
Orem, UT, US
05.2021

Master of Science - Public Administration

Utah Valley University
Orem, Utah

Skills

  • Emergency response and management
  • Data analysis and reporting
  • Budgeting and financial oversight
  • Team collaboration and support
  • Communication strategies and skills
  • Project management and execution
  • Customer service excellence

Certification

Emergency Management/Homeland Security

References

References available upon request

References

References available upon request.

Timeline

Director of Public Safety Grants

Cedar Fort Fire Department
01.2025 - Current

Director of Customer Relations

Optimized Health Plans
04.2024 - Current

Executive Assistant

Optimized Health Plans
07.2021 - 03.2024

Sales Manager

ION Solar
10.2019 - 07.2021

Executive Assistant to Head of Athletics

Western Colorado State University
08.2016 - 05.2018

Bachelor of Science (B.S.) - Hospitality Management

Utah Valley University

Master of Science - Public Administration

Utah Valley University

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