Taylor Nester

• Manage day-to-day functions for team of 8-15 customer support specialists, ensuring adherence to service levels and operational performance standards
• Maintained average team QA scores over 90% through organized coaching and performance evaluations, consistent 1:1 meetings, and shadowing.
• Schedule and optimize shift staffing for adherence to SLA's across 30+ employees.
• Identify recurring customer issues and operational inefficiencies, escalating insights to leadership and product teams to improve system workflows and customer experience.
• Facilitate onboarding and mentorship of new hires through training and shadowing sessions.
• Collaborate with L&D, operations, and marketing teams to relay frontline insights and pinpoint opportunities for enhancing workflow, customer usability, and internal supporting processes.
• Assess team metrics encompassing service level quality assurance scores, occupancy, and conversation volume to pinpoint improvement opportunities and support team members.

• Developed and instituted comprehensive QA process from ground up, guaranteeing consistency and quality in all petsitting services.
• Created standard operating procedures and comprehensive outlines for success criteria in role.
• Optimized systems for email tracking and communication workflows boosting organizational efficiency.
• Coordinated email correspondence while overseeing scheduling and calendar management for business leadership.

• Managed high-volume customer communications across phone, chat, email, and SMS while maintaining strong quality and customer satisfaction standards.
• Provided feedback to product and operations teams on recurring client pain points, feature requests, and usability improvements.
• Documented interactions accurately within CRM and EMR systems including Zendesk and Vetspire to maintain compliance and continuity of care.
• Handled sensitive customer situations with professionalism, empathy, and timely escalation when necessary.

• Processed and verified prescription requests while ensuring adherence to medical guidelines and documentation standards.
• Maintained accurate medical records and coordinated prescription requests with veterinary teams.
• Utilized portals such as Chewy, 1800PetMeds, and VetSource to manage medication fulfillment requests.

• Managed high-stress emergency calls, prioritizing incidents and coordinating responses with police, fire, and EMS units.
• Provided pre-arrival medical instructions to callers while maintaining clear communication during critical incidents.
• Assisted with training new dispatchers on procedures and call-handling protocols.

• Triaged incoming patients to determine treatment needs and urgency of care.
• Documented comprehensive records of animal health care and diagnostic treatments.
• Consulted with clients regarding animal health concerns, delivering education on treatment protocols and overall procedures.

• Oversaw adoption program operations including background checks, contracts, and medical treatment coordination.
• Managed foster program logistics and educated foster families on proper animal care.

• Led a team of 25+ employees across guest services, cashier operations, and cafe departments.
• Managed hiring, training, scheduling, and performance evaluations to support employee development and operational efficiency.
• Conducted daily team huddles to communicate goals, share updates, and motivate staff.

Coursework toward