Summary
Overview
Work History
Education
Skills
Websites
Training
Organization
Accomplishments
Affiliations
Timeline
Generic

Taylor Lawrence

Carlsbad,CA

Summary

Results-driven Data Manager with a strong track record in resolving complex issues to boost customer satisfaction and loyalty. Expertise in implementing large-scale customer service processes and leading diverse support teams, resulting in significant improvements in repeat business. Committed to enhancing service delivery standards and creating innovative customer engagement strategies.

Overview

5
5
years of professional experience

Work History

Utility Data Program Manager

JLL
San Diego, CA
10.2024 - Current
  • Led global Utility Data Collection team for GREF at Amazon.
  • Developed and implemented a new data collection process within the first month, enabling the processing of 1,456 utility bills and helping JLL achieve its data processing KPI goals by year-end
  • Enhanced data collection by 25% within the initial five months.
  • Generated monthly metrics to showcase task progress and priorities.
  • Reviewed completed work to verify consistency, quality, and conformance.
  • Analyzed and interpreted complex data sets and reports.
  • Fostered a collaborative program environment, promoting teamwork and cross-functional cooperation.
  • Championed continuous improvement initiatives, incorporating lessons learned and best practices into program operations.

Data Operations Manager

Measurabl
01.2022 - 10.2024
  • Managed team operations by conducting 1-on-1 meetings, overseeing performance reviews, training new hires, and tracking workloads through capacity models and KPI monitoring to optimize efficiency and performance
  • Spearheaded transition of utility data processing from external vendors to in-house capabilities.
  • Conducted team training on updated protocols.
  • Streamlined communication across various departments, leading to better data precision and reporting efficiency.
  • Optimized Jira workflows, decreasing issue resolution time by 40% through enhanced collaboration with engineering teams and external data vendors.
  • Conducted data analysis to identify trends, patterns, and insights.

Senior Data Analyst Team Lead

Measurabl
12.2020 - 12.2021
  • Facilitated data delivery processes by working with third-party vendors.
  • Executed detailed reviews to pinpoint data gaps, incorporate absent information, and optimize account accuracy across high-impact portfolios.
  • Executed thorough reviews of data anomalies across the customer base, verifying month-over-month variances greater than ±25%.
  • Collaborated across engineering, product, and customer success teams to translate backend data insights into actionable improvements.
  • Engaged in discussions during customer check-in calls with the Customer Success team, focusing on data issue resolution.
  • Trained junior analysts on best practices in data mining and visualization tools.

Customer Success Associate

Measurabl
01.2020 - 12.2021
  • Enhanced the efficiency of Zendesk Support System in resolving customer concerns.
  • Aided Customer Success Team by manually uploading accurate customer utility data and certifications.
  • Facilitated onboarding of new users through profile configuration.
  • Tracked and monitored customer service metrics to ensure quality standards were met.
  • Developed strong customer relationships to encourage repeat business.

Education

Bachelor of Science - Information Science

University of Colorado Boulder
Boulder, CO
12.2018

Skills

  • Smartsheets
  • Microsoft Office Tools
  • Zendesk
  • Jira
  • Confluence
  • Project Management
  • Problem-solving
  • Critical thinking
  • Prioritization and Scheduling
  • Communication
  • Collaboration Tool Experience (Slack, Teams)
  • Organizational skills
  • Training development
  • Customer service
  • Notion
  • Elate
  • Canva
  • KPI monitoring
  • Process improvement
  • Cross-functional collaboration
  • Customer relationship management
  • Capacity planning

Training

Acted as the primary communication liaison for organizational changes, delivering timely updates via mass emails and Slack channels to keep employees informed.

Organization

  • Documentation
  • Notion
  • Elate
  • Canva

Accomplishments

  • William White Outstanding Senior Student Award Class of 2018

Affiliations

  • Selected by C-suite leadership to contribute to a high-impact strategic initiative.
  • Developed and implemented strategies with executive leadership to enhance employee engagement, optimize business processes, and improve customer service.
  • Designed and deployed employee surveys to gather insights, identifying training needs and delivering targeted employee development programs.
  • Led cross-functional initiatives to streamline internal processes, enhance operational efficiency, and drive business growth.

Timeline

Utility Data Program Manager

JLL
10.2024 - Current

Data Operations Manager

Measurabl
01.2022 - 10.2024

Senior Data Analyst Team Lead

Measurabl
12.2020 - 12.2021

Customer Success Associate

Measurabl
01.2020 - 12.2021

Bachelor of Science - Information Science

University of Colorado Boulder

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Taylor Lawrence