Summary
Overview
Work History
Education
Skills
Leadership Experience
Timeline
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Taylor McBurney

Marengo,IL

Summary

Dedicated professional with a history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.

Overview

10
10
years of professional experience

Work History

Director of Customer Experience

DataDreamers
05.2019 - 02.2024
  • Invited to attend and participate in the 2022 Princeton-CITP Food Delivery Summit
  • Created the Customer Service suite to specification, integrating Zendesk, Slack, Intercom, and Jira
  • Wrote a 90 page getting started Knowledge Base to reduce low level ticket interactions.
  • Enhanced customer satisfaction by implementing innovative strategies in customer experience management.
  • Enhanced data accuracy by implementing advanced SAS programming techniques for data extraction, cleaning, and validation.
  • Streamlined reporting processes through the development of automated SAS scripts, reducing time spent on manual tasks.
  • Enhanced database performance by optimizing SQL queries and indexing strategies.
  • Collaborated with cross-functional teams to design and implement effective data solutions, ensuring seamless integration with existing systems.

Director of IT and Logistics

CHOMP Delivery
09.2017 - 05.2019
  • Provided in depth knowledge on all hardware, software, and process reports associated with day to day operations
  • Created the Customer Service and Dispatching Suite, integrating Zendesk, Olark, Grasshopper, Typeform, Wheniwork, Slack, and Wisdom to enhance an excellent customer experience and ensured detailed documentation for future use
  • Geocoded order data to generate maps of delivery areas that targeted higher customer demand
  • Formed a custom set of reports to ensure that drivers were staying on task and orders were provided in a timely manner
  • Created and automated several custom reporting procedures that streamlined the reporting process and saved the company labor hours
  • Hired and developed a team of 6 direct reports on CHOMP’s IT and operational systems through providing 1-1 trainings and instructional guides
  • Handled sales needs, dispatch issues, and customer service questions for 300+ independent contractors
  • Balanced multiple projects while meeting performance deadlines.
  • Created a toolkit that provided deeper insights into the business allowing for data driven decisions to be made.
  • Reduced costs to acquire customers, improved customer satisfaction and reduced delivery time.

RDS Consultant

Self Employed Services
04.2017 - 03.2018
  • Developed innovative R&D strategies by analyzing industry trends and identifying opportunities for business growth.
  • Enhanced product development processes for increased efficiency and improved product quality.
  • Collaborated with cross-functional teams to optimize research methodologies and streamline project management.
  • Secured funding for critical research projects, contributing to the advancement of company objectives.

Night Manager

DP Dough
06.2016 - 09.2017
  • Ensured an efficient, high morale work environment
  • Responsible for cash deposit at the end of the night sales
  • Worked with corporate developers on documentation and replication of bugs in the PoS system
  • Supervised and trained a team of 20+ employees.

Lead Driver

DP Dough
10.2013 - 06.2016
  • Responsible for organizing the in the store order routes for other drivers to make timely deliveries
  • Handled over 25,000+ deliveries
  • Developed a training guide on the do’s and don’ts of deliveries
  • Trained other drivers on their delivery process to maximize their own income and improve customer experience.

Education

Network and Systems Administration -

Kirkwood Community College
Cedar Rapids, IA
12.2017

AA General Education -

Marshalltown Community College
Marshalltown, IA
05.2013

Skills

  • Communication
  • Technical Expertise
  • Documentation
  • Initiative
  • Collaborative Working
  • Customer Orientation
  • Methodical Approach
  • Problem Solving
  • Diagnostic Information Gathering
  • Analytical Thinking
  • Data-driven decision-making
  • Strategic Thinking
  • Innovative Mindset
  • Cross-departmental Alignment
  • Software development proficiency
  • Data Cleaning
  • Software Development Standards
  • Software Testing and Validation
  • Time Management
  • Problem-solving aptitude
  • Code reviews

Leadership Experience

  • Marshalltown Community College, 08/2012, 05/2013, Men’s Soccer Team Captain, Led nationally ranked team of 20 to a NJCAA tournament and ranked finish, Resolved conflicts between teammates, Ensured open lines of communication between team and school staff.
  • Marshalltown Community College, 08/2012, 05/2013, Residence Assistant, Headed a mixed gender dorm of more than 40 fellow students, Developed enrichment programs and activities, Monitored and corrected behavior against the Marshalltown Student Code

Timeline

Director of Customer Experience

DataDreamers
05.2019 - 02.2024

Director of IT and Logistics

CHOMP Delivery
09.2017 - 05.2019

RDS Consultant

Self Employed Services
04.2017 - 03.2018

Night Manager

DP Dough
06.2016 - 09.2017

Lead Driver

DP Dough
10.2013 - 06.2016

Network and Systems Administration -

Kirkwood Community College

AA General Education -

Marshalltown Community College

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Taylor McBurney