Donna Taylor Email & Phone Number

Loganville, Ga, Us

Lawrenceville, Georgia, United States

Metrics review (Process gap and improvement), Case management, Escalations, Bookings Commit,Change management, customer service / experience, data analysis and storytelling, facilitation, cross-functional engagement and leadership, troubleshooting, relationship building and management

Lawrenceville, Ga

Lawrenceville, Ga

CS Advisors Tune and Drive the Support Delivery Engine to peak EfficiencyKey Digital Skills: Team of Teams/Analytical Decision Making/ Communicating Effectively with DataSupport Areas:Order Management Transactional Health OneSupport Direct Ownership Lead Critical Escalations Review Feedback/Satisfaction Data Lead Engagement with Regional Operations Key Metrics: CTA (cycle time), ESC%, ReOpened Case %, Net Satisfaction Score (survey results)Order Management Service Category Health Regional Service Cat lead for Products Ordering and Booking Escalations management Case Backlog Resolution Lead Engagement with Global Service Ownership on performance patterns Key Metrics: High Aging Cases, Excessive Re-Routed CasesOrder Management Process Execution Drive Process Adherence Identify and Pursue Improvement Opportunities Troubleshoot and Resolve PEGA issues Drive World Class Customer Service Tools and Process implementations Order Management Commit Management Prioritize Vendor Back office Bookings focus Ensure Transparency of Order Status to Stakeholders Coordinate Cross Functional Dependencies and teams Key Metrics: Entered Not Booked (aging, volume, responses), Hold Management

Lawrenceville, Ga

Escalation Manager within an escalation team that directly impacts customer experience by resolving challenging issues within the Order Management space. Additionally manages Bookings commit process for Cisco and thus has an impact on company’s booking numbers. The dual responsibility of escalation and commit management puts Global Escalations team at the heart of Cisco Customer Partner ExperienceRole & Responsibilities ● Collaborating and leading vendor team(s) on fast issue resolution. Customer expectations setting are critical success factors in this position. Determine the impact and the scope of escalations and will decide course of action, either accepting the case or re-setting the customer expectation, while working to resolve customer’s issue ● Actively participate in the identification of opportunities to streamline, automate and outsource segments of the customer support cycle, and in driving movement of those segments to the appropriate venue. ● Responsible for executive escalations – coordinate resolution and always close the loop ● Manage Interface to Regional Operations – inform or handover to Regional Operations based on customer impact or involvement ● Analyze escalations volumes and root causes Meet regularly with Vendor manager / Service Delivery Managers to highlight issues with process, performance, tools and stakeholder expectations Manage Vendor escalation teams against agreed SLA’s and quality expectations ● Monitor and Manage Feedback - ensure feedback loop into training / communication / quality / Regional Operations teams to ensure common issues are addressed ● Manage communications & access via Webex social / Jive / web pages / mycisco.com etc. to ensure clear and consistent access to escalation support ● Commit Management Support - Month and Quarter ends report driven order follow-up to drive efficient bookings ● Responsible for monitoring case aging and handoffs (within and between vendors)

Call center, case management and end to end (Pre and Post booking) order support for US Federal government sector within Cisco. Was in direct Communication via email/phone support with Customers and Partners. Engaged with Regional Ops and Sales for order resolution.

Lawrenceville, Ga

Stone Mountain, Ga

Just in time order support for major metro hospitals in Atlanta and Birmingham

Certificate, Medical Billing And Coding

Studied Medical Billing and Coding courses

Diploma, General

General HS education

Health Services/Allied Health/Health Sciences, General