Summary
Overview
Work History
Skills
Additional Information
Timeline
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Taylor Young

Austin,TX

Summary

Skilled relationship manager with broad base of experience in technical support and operations. Resolves problems quickly while delivering high levels of satisfaction. Excellent product knowledge and experience with overseeing new product rollouts both internally and externally.

Overview

7
7
years of professional experience

Work History

Enterprise Support Representative

Par Technology Corp
03.2022 - Current
  • Created processes to help train employees on product knowledge and internal procedures.
  • Provided technical support to customers, troubleshooting technical issues and providing solutions.
  • Developed and maintained relationships with customers to enhance customer satisfaction.
  • Collaborated with other teams to identify and resolve customer issues quickly and professionally.

Premium Support Analyst (Rollouts)

Fourth Enterprises LLC
02.2019 - 03.2022
  • Supported Pilot customers and those using new products to help bridge the gap between current functionality and business needs.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Explained technical information in clear terms to non-technical individuals to promote better understanding.
  • Collaborated with supervisors to escalate and address customer inquiries or technical issues.

Customer Care Lead Technician

Fourth Enterprises LLC
08.2018 - 02.2019
  • Increased efficiency and performance by monitoring team member productivity and providing feedback.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
  • Implemented and developed customer service training processes and documentation.
  • Reduced process inconsistencies and effectively trained team members on best practices and protocols.

Customer Care Technician

Fourth Enterprises LLC
08.2017 - 08.2018
  • Facilitated inter-departmental communication to effectively provide customer support.
  • Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction.
  • Conferred with customers about concerns with products or services to resolve problems.
  • Improved product knowledge on continuous basis to provide optimal service and achieve KPIs.

Skills

  • Identifying gaps between functionality and customer needs
  • Internal technical communications
  • Technical issues analysis
  • Technical document writing
  • New product technical support
  • Staff education and training

Additional Information

- Multiple years of experience in people management.

- Currently taking classes in Technical Project Management (LinkedIn).

- Experience with implementing new processes to increase efficiency.

- Experience with rolling out new products.

- Experience with identifying technical issues and implementing fixes expeditiously.

Timeline

Enterprise Support Representative

Par Technology Corp
03.2022 - Current

Premium Support Analyst (Rollouts)

Fourth Enterprises LLC
02.2019 - 03.2022

Customer Care Lead Technician

Fourth Enterprises LLC
08.2018 - 02.2019

Customer Care Technician

Fourth Enterprises LLC
08.2017 - 08.2018

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Taylor Young