F. Taylor Atkinson Email & Phone Number

Greater Denver Area

I lead and manage DSF's Annual Giving efforts including annual campaigns, special events, workplace giving, and recurring giving. To meet those strategic needs, I develop and manage multi-channel strategies for acquisition, renewal, and upgrades of existing and lapsed donors. I also planned and led the launch of a branded recurring giving program.I am partnering with department leadership to build and manage portfolio of leadership annual donors at the $1K-$10K level. As a member of the Development Operations team, I also support key Development initiatives and programs including: - Support fundraising efforts for all events, including the Annual Gala, through event committee partnership and coordination of sponsor materials and outreach. - Manage all internal, administration, and communication aspects of the Named Scholarship Program. - Assist volunteers, committees, and affinity groups in their fundraising activities, such as Peer-to-Peer fundraising campaigns.

Greater Denver Area

I oversaw donor acquisition, retention and stewardship campaigns for the Annual Fund. My fundraising efforts included coordinating six-channel fundraising campaigns (direct mail, email, social media, digital marketing, call center and in-person) which has resulted in increases in donor participation and contributed revenue. One example of success was increasing funds raised by 20% for the 2019 Colorado Gives Days to a total of more than $114,000. My stewardship efforts included launching a new-donor welcome program, improving donor benefit communications, implementing donor thank you calls and launching a quarterly stewardship email. I used data analysis and current tools to bring donor communications and relationship management into the 21st century.

Greater Denver Area

I directed all aspects of program management including strategic planning and operation of a 40-employee fundraising year-round call center. I developed and oversaw supervisor training and three-day, new-hire training programs multiple times per year in addition to follow-up training throughout each employee's life-cycle. I provided cross-departmental support for annual giving initiatives by leveraging existing tools in new ways to help meet University goals. Responsible for call center KPI in the following areas: employee recruitment and retention; contact, wrong number, giving, and credit card rates, QA adherence and performance metrics of all representatives.• Managed a team of 45 direct-report employees• Recruited, hired and evaluated employee performance • Supervised shifts in a 22-seat, outbound call center• Developed and implemented all training materials• Facilitated multi-day new-hire training 2-3 times per month• Facilitated supervisor training• Designed and implemented call QA (quality assurance) through call monitoring and ongoing training• Created and executed employee-specific coaching plans through weekly performance reviews• Maintained program-specific KPI (key performance indicator) bench-marking tools in Excel• Gathered, analyzed and reported on KPI data• Evaluated program goals, coordinated with Director of Annual Giving for goal implementation• Created and presented KPI reports and program impact data• Constructed and edited call scripts for campaign-specific needs multiple times per year• Partnered with campus organizations to create and promote student philanthropy• Assisted in creating and implementing annual student solicitations• Provided strategy and support for MSU Denver's Day of Giving

Greater Denver Area

I assisted the program director with all aspects of program management including strategic planning and operation of a 45-employee fundraising call center. Developed and implemented multi-day new-hire training programs with follow-up training throughout each employee's life-cycle. Responsible for call center KPI in the following areas: employee recruitment and retention; contact, wrong number, giving, and credit card rates, QA adherence of all representatives.• Assisted in managing a team of 45 direct-report employees• Assisted in recruiting, hiring and evaluating employee performance • Supervised shifts in a 22-seat, outbound call center• Contributed to the growth of the number of calling stations by 57% (14 to 22 calling stations)• Helped develop and implement all training materials• Facilitated multi-day new-hire training 2-3 times per month• Facilitated supervisor training• Designed and implemented call QA (quality assurance) through call monitoring and ongoing training• Created and executed employee-specific coaching plans through weekly performance reviews• Developed program-specific KPI (key performance indicator) and bench-marking tools in Excel• Gathered and analyze KPI data• Evaluated program goals and coordinate with the program manager for goal implementation• Created and presented KPI reports and program impact data• Constructed and edited call scripts • Partnered with campus organizations to create and promote student philanthropy• Assisted in creating and implementing annual student solicitations• Provided strategy and support for MSU Denver's Day of Giving

Greater Denver Area

I assisted the Call Center Manager in all aspects of call center operations and was responsible for the all operations in the Manager's absence. I opened and closed shifts, compiled, analyzed and presented performance reports, oversaw new-hire training, and assisted with hiring and employee performance evaluation.Oversaw call center KPI performance in the following areas: contact rate, wrong number rate, giving rate, credit card rate, QA adherence of all representatives under me.• Assisted in managing a team of 20 to 30 employees• Assisted in recruiting, hiring and evaluating employee performance • Supervised shifts in a 14-seat outbound call center Contributed to the growth of:• FY 2016 revenue generation by 64% over previous best fiscal year• Number of calling stations by 16%• Contributed to drafting planned increase of call stations by 42% (20 total) with matching team growth• Helped develop and implement all training materials• Facilitated multiple-day new-hire training approximately twice per month• Facilitated supervisor training• Designed and implemented call QA (quality assurance) through call monitoring and ongoing training• Created and executed employee-specific coaching plans through weekly performance reviews• Developed program-specific KPI (key performance indicator) and bench-marking tools in Excel• Gathered and analyzed KPI data• Evaluated program goals and coordinate with the program manager for goal implementation• Created and presented KPI reports and program impact data• Constructed and edited call scripts

Greater Denver Area

I supervised calling shifts, trained and evaluated employees, helped ensure high Quality Assurance (QA) of our calls through call monitoring and one-on-one coaching, and assisted with hiring.• Supervised shifts in a 12-seat call center• Assisted in recruiting, hiring and evaluating employee performance• Facilitated multiple-day new-hire training approximately twice per month• Implemented caller QA through call monitoring and ongoing training• Created and executed employee-specific coaching plans through weekly performance reviews• Gathered and analyzed KPI data• Cold-called alumni to seek university donations and to reestablish their university connection

Greater Denver Area

Built relationships with MSU Denver alumni, discussed updates in their careers and life since graduation, solicited for financial support of current and prospective students at MSU Denver and worked to keep our alumni engaged with current events at the University.Responsible for performing within the following KPIs: giving rate, credit card rate.

Greater Denver Area

Edited contest submissions in the following genres: fiction, poetry, flash-fiction. Edited and provided guided feedback to participants in the Free Editing Program. Represented Tethered by Letters (TBL) to local and national publishers, bookstores and authors. • Provided development and line-edits for fiction, flash and poetry in the Free Editing Program• Participated in contest screening• Sought submission generation to writing contests• Shared responsibility for social media marketing, marketing outreach and contest marketing• Corresponded with writers, literary journals and non-profits• Transcribed recorded author interviews• Created book reviewsEditing InternMay 2016 - July 2016Interned with a focus on editing. Under oversight of the Education Program Director, applied editing techniques in practice exercises. Represented TBL to local and national publishers and bookstores. • Provided professional development and line-edits for fiction, flash-fiction and poetry• Corresponded with writers, literary journals and non-profits• Organized author out-reach and author interviews

Grand Junction, Co

I was responsible for customer service interactions with the readers of the the Daily Sentinel. Interactions were primarily over the phone but also included face-to-face interactions in the front office. I made sure the press received the correct print order each night and electronically processing the payments received each day by credit card. I also worked with the member accounts on the company web page and completed special projects as assigned.Responsible for performing within the following KPIs: service upgrades, vacation stop up-sells, account reactivations, successful collection calls.

Grand Junction, Colorado

I took inbound calls as a Receivables Management (AR) representative. I specialized in assisting other representatives, supervisors and managers with researching client policy and procedure. I developed excellent de-escalation and negotiation skills and established a reputation for addressing the needs of irate and upset customers on their first call without manager assistance. Responsible for performing within the following KPIs: average call time, transfer rate, hold time, wrap time, 1st call resolution, 90% or better QA on all calls.

Bachelor’S Degree, English Creative Writing With A Minor In Percussion Performance, Magna Cum Laude

Activities and Societies: Sigma Tau Delta, Golden Key International Honour Society, National Society of Leadership and Success, MSU Denver.

General Studies

Activities and Societies: Founded and participated in a weekly peer writing and workshop group (2012-2014).Studied for my music minor.

General Studies

Studied for my music minor and completed general education requirements.