Taylor Taylor
Tucson,AZ
Summary
Accomplished manager with a track record of leading teams and achieving success. Demonstrating strong skills in team leadership, planning, and organization, I have honed these abilities throughout my successful career. My expertise lies in empowering employees to handle daily functions independently and seamlessly meeting customer needs. As a dedicated trainer and mentor, I excel in leveraging my exceptional management abilities and results-driven approach to drive success.
Overview
6
6
years of professional experience
Work History
Tier 2 Manager
Foundever
02.2021 - Current
- Led a team of 20+ employees, providing coaching and support to ensure met performance metrics
- Developed action plans for agents who were not meeting KPIs
- Managed a team of 15 next-level-help agents, focusing on continuous learning and customer satisfaction
- Utilized data analysis to ensure customers received the support needed
- Implemented accountability measures for Tier 2 agents
- Collaborated with stakeholders to drive improvement initiatives and deliver results
- Implemented experimentation to alleviate customer pain points and optimize efficiencies
- Shared learnings to foster data-driven decisions
- Co-created strategies focusing on enhancing value, customer growth, and evolution
- Demonstrated continuous self-driven development to disrupt the norm and influence change
- Actively investigated and delivered customer needs through effective questioning, listening, and documentation
- Cross-trained existing employees to maximize team agility and performance.
- Launched quality assurance practices for each phase of development
Tier 2
Foundever
09.2019 - 02.2021
- Led and executed experiments to address customer pain points and optimize efficiencies
- Analyzed and shared learnings to drive data-driven decisions
- Co-created strategies focused on enhancing value, customer growth, and continuous evolution
- Demonstrated continuous self-driven development to disrupt norm, influence change, and scale solutions
- Took explicit ownership to investigate and deliver customer needs through effective questioning, listening, and documentation
- Advocated on customers' behalf to drive change with measurable impact and improvement
- Assisted 150+ agents nationwide
Tier 1
Foundever
10.2018 - 09.2019
- Led and executed experimentation to alleviate customer pain points and optimize efficiencies
- Analyzed and shared learnings to foster data-driven decisions
- Co-created strategies to enhance customer value, growth, and evolution
- Demonstrated continuous self-driven development to disrupt the norm and influence change
- Took explicit ownership to actively investigate and deliver customer needs through effective questioning, listening, and documentation
- Advocated on customers' behalf to drive change with measurable impact and improvement
Education
High School Diploma -
Castlewood High School
Castlewood, VA06-2016
Skills
- Customer service
- Computer literacy
- Communication skills
- Leadership
- Microsoft excel
- Documentation review
- Time management
- Project management
- Organizational skills
- SalesForce
- Business development
- Operations management
- Goal setting
Timeline
Tier 2 Manager
Foundever
02.2021 - Current
Tier 2
Foundever
09.2019 - 02.2021
Tier 1
Foundever
10.2018 - 09.2019
High School Diploma -
Castlewood High School
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