Taylor Hill
Memphis,TN
Summary
Diligent Account Management professional with robust experience in managing order processing and ensuring timely delivery. Proven track record in streamlining order management systems and enhancing customer satisfaction. Demonstrated expertise in inventory management and cross-functional team collaboration.
Overview
10
10
years of professional experience
Work History
Order Management Lead
NGP
01.2023 - Current
- Plan, create, and implement new order entry management processes
- Devises and executes strategic plans to increase accuracy and efficiency of data entry
- Serves as liaison for production, logistics, and customer service teams by providing daily reports including shipment back-logs, non-conformances, and open orders
- Maintains weekly correspondence with key clients to ensure consistent compliance with SLA’s while building long-lasting and trustworthy relationships with the brand
- Collected and compiled customer data and correspondence in CRM system to track inquiries, problems, and solutions
- Spearheaded customer feedback analysis project identifying areas for improvement
- Managed end-to-end order entry for stakeholders ensuring order accuracy and efficiency
Customer Service Supervisor
WAI Global
01.2021 - 01.2023
- Aligned team, resources, and workloads to maximize productivity and deliver exceptional customer service
- Developed resolution processes and provided training for escalated service issues and customer interactions
- Successfully led team of 5 customer service representatives to achieve internal monthly goals and quarterly KPI’s
- Served as key member of broader leadership team partnering with sales and operations to ensure elevated customer deliverables were consistently met
- Coached team of service representatives on root cause analysis and corrective action strategies to address quality and order discrepancy issues
- Achieved a 30% increase in customer satisfaction ratings through the implementation of a comprehensive training program focused on enhancing proactive communication and customer service problem solving
- Assisted in development and implementation of a CRM and helpdesk ticketing system, resulting in a 50% reduction in average response time and a substantially increased first-response resolution rate
Customer Service Coordinator
Americold Logistics
01.2020 - 01.2021
- Used creative problem solving to research, investigate, and resolve urgent customer issues
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification
- Coordinated order placement and tracking, ensuring accurate processing and delivery time
- Worked cross-functionally to support with the logistics and shipping teams, fielding customer complaints and queries, fast-tracking for problem resolution
- Mentored new employees on procedures and policies to maximize team performance
- Contributed to upselling efforts, surpassing monthly sales targets by an average of 10%
Operations Supervisor
Ford Motor Co.
01.2015 - 01.2019
- Oversaw the day-to-day operations, ensuring that tasks are prioritized and completed efficiently to meet production or service delivery goals
- Allocated warehouse resources and managed daily workflow for a team of 40 production associates ensuring that daily workloads were aligned with forecasted productivity
- Monitored key performance metrics, such as productivity, quality, and customer satisfaction, and implemented strategies to improve operational performance
- Trained and mentored new employees on conflict resolution and workplace productivity, supporting 40+ team members to surpass divisional goals
- Implemented a new process optimization strategy that reduced production cycle time by 20%, resulting in significant cost savings and increased overall operational efficiency
Education
Philosophy, Spanish
University of Memphis
Skills
- Process Optimization
- Experienced with ERP Software
- Billing Management
- Warehouse Operations
Timeline
Order Management Lead
NGP
01.2023 - Current
Customer Service Supervisor
WAI Global
01.2021 - 01.2023
Customer Service Coordinator
Americold Logistics
01.2020 - 01.2021
Operations Supervisor
Ford Motor Co.
01.2015 - 01.2019
Philosophy, Spanish
University of Memphis
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