Taylor Pillsbury
Burlington
Summary
Dynamic Senior Fulfillment Project Manager at Mamava with a proven track record in process improvement and cross-functional project management. Expert in optimizing CRM systems and enhancing user adoption, driving operational efficiency. Passionate about fostering stakeholder communication and implementing data-driven solutions to elevate fulfillment performance and customer satisfaction.
Overview
10
10
years of professional experience
Work History
Senior Fulfillment Project Manager
Mamava
Burlington
01.2026 - Current
- Lead continuous improvement initiatives by analyzing fulfillment workflows, identifying process gaps, and implementing solutions that improve operational efficiency and consistency.
- Optimize CRM workflows, internal systems, and data integrations to improve reporting accuracy and operational efficiency.
- Create and maintain dashboards, templates, and tracking tools used to monitor KPIs, production progress, and fulfillment performance.
- Partner with Operations, Customer Success, and Technology teams to implement ERP and CRM system enhancements, supporting user adoption and process standardization.
- Support metric-driven decision making through reporting and operational analysis.
- Facilitate communication across Operations, Customer Success, Manufacturing, and Leadership teams to ensure alignment on process changes, project milestones, and operational priorities.
Fulfillment Project Manager
Mamava
Burlington
07.2024 - Current
- Oversee all aspects of order fulfillment from purchase order to delivery of Mamava pods.
- Partner with Operations, Logistics, and Customer Success teams to ensure customer expectations and internal workflows align.
- Support implementation of system and process improvements by identifying workflow inefficiencies, documenting requirements, and coordinating operational readiness activities.
- Create and maintain CRM templates, dashboards, and tracking tools to monitor KPIs and production progress.
- Facilitate communication with customers and vendors, ensuring order accuracy and timely fulfillment.
- Collaborate cross-functionally with external manufacturers, installation teams, and internal leadership to resolve challenges and improve efficiency.
- Own creation, maintenance, version control, and distribution of SOPs, work instructions, and process documentation to support operational consistency and employee enablement.
Customer Service Associate
Mamava
Burlington
10.2022 - 07.2024
- Managed service tickets and communicated with customers via phone, email, and CRM Service Hub.
- Ordered and tracked replacement parts, maintained documentation, and ensured accurate billing.
- Supported customers with self-service installations and troubleshooting.
- Collaborated across departments to identify service process improvements, enhance customer experience, and support operational change initiatives.
Customer Service Representative
OnLogic
South Burlington
07.2020 - 10.2022
- Begin a high level sales qualification process to efficiently identify opportunities to drive down the sales funnel by escalating leads.
- Collaborate internally to generate quotes, investigate lead times, book orders, and advocate for customer projects.
- Maintain a thorough knowledge of product portfolio and technical knowledge to make appropriate product recommendations for customer projects.
- Serve as a power user for the ERP and CRM platform.
- Supported onboarding and training of new team members by providing process guidance, system knowledge, and operational best practices.
Waitress, Certified Trainer
Olive Garden
South Burlington
07.2016 - 09.2020
- Provided exceptional customer service while training new staff members to ensure a smooth onboarding experience.
Education
Master of Business Administration (MBA) - Data Analytics
Champlain College Online
Burlington, VTBachelor of Science Degree - Business Administration, Marketing
Champlain College
Burlington, VTSkills
- Cross-Functional Project Management
- Change Enablement
- Change Readiness
- Knowledge management
- Project management
- Stakeholder engagement
- SOP Development
- Knowledge Base Development
- Training Support
- Onboarding Support
- Data Analysis
- Reporting
- Continuous Improvement
- CRM Systems
- ERP Systems
- Stakeholder Communication
Timeline
Senior Fulfillment Project Manager
Mamava
01.2026 - Current
Fulfillment Project Manager
Mamava
07.2024 - Current
Customer Service Associate
Mamava
10.2022 - 07.2024
Customer Service Representative
OnLogic
07.2020 - 10.2022
Waitress, Certified Trainer
Olive Garden
07.2016 - 09.2020
Master of Business Administration (MBA) - Data Analytics
Champlain College Online
Bachelor of Science Degree - Business Administration, Marketing
Champlain College