Taylor Hughes Email & Phone Number

Reno, Nv, Us

Greater Reno Area

Post-Implementation Project Delivery:-Successfully oversee and manage the post-implementation phase of projects, ensuring clients derive maximum value from our products.-Coordinate with cross-functional teams to address client needs and ensure timely resolution of issues.-Conduct regular check-ins and reviews with clients to track progress and gather feedback.Value Realization:-Develop and implement strategies to help clients fully utilize our product, driving adoption and ensuring they achieve their desired outcomes.-Provide training and resources to clients, empowering them to leverage our solutions effectively.-Analyze usage data and client feedback to continuously improve the customer experience.Contract Management and Renewals:-Manage and negotiate contract renewals, ensuring mutually beneficial terms for both the client and the company.-Maintain accurate records of contract terms, renewals, and amendments.-Collaborate with sales and legal teams to streamline the renewal process and address any contractual issues.Relationship Building:-Build and nurture strong, long-term relationships with clients, becoming their trusted advisor and advocate within the company.-Conduct regular client meetings to understand their evolving needs and align our services accordingly.-Identify opportunities for upselling and cross-selling additional products and services to meet client needs.

Remote

Major Responsibilities:Implementing best practices for management of 250+ accounts with a keenfocus on meeting and exceeding clients' requirements; organizing meetingswith key clients to recommend process improvements/feature optimizationand ensure client satisfaction; performing business performance reviews ofclients aimed at streamlining overall operations; preparing productrestrictions/improvement ideas feedback and submitting to the product team forfurther utilization.Key Accomplishments:• Achieved 2-3% portfolio growth quarterly through strategicanalysis, planning, and execution.• Accomplished targeted goals by managing and maintaining less than 2% churnin the entire portfolio.• Generated business for the organization by selling unused functionality andfeatures to potential clients.

San Francisco Bay Area

Major Responsibilities:Providing proactive support, leadership, and guidance to cross-functionalteams for management of overall day-to-day operations while ensuringcompliance with standard procedures; performing various tasks comprisingresource management, candidate screenings, and promotional development onweekly and monthly basis; overseeing and implementing complex projectsrelated to CRM and internal tools while ensuring delivery within the scopelimitations; developing and sustaining business relationships with keyclients, staff, and executive management, including five products and 12Product Support Managers; coordinating with the team to execute internallyproduct, process, and policy changes for the client's flagship cellular device.Key Accomplishments:• Enhanced internal tools performance by identifying and documentingbusiness requirements, gaps, and opportunities.• Ensured organizational compliance with standard policies and procedures.• Scaled overseas support environments across the Philippines and India.

San Francisco Bay Area

Major Responsibilities:Devising and deploying robust plans for identification/clarification oftechnical requirements and transformation of business needs into efficientreports and configurations through key clients' collaboration; assessingcurrent workflow processes, detecting complex issues and deliveringinnovative solutions while performing high-level data analysis; conductingVOC analysis to assist energetic teams regarding processes, policies, andproduct change.Key Accomplishments:• Slashed 13% help center escalations and saved about $200k support cost peryear by performing data analysis.• Boosted 16% conversions by assisting optimization of membership page.

San Francisco Bay Area

Major Responsibilities:Delivering exceptional performance in overseeing multiple internal qualityauditing teams to ensure seamless workflow; detecting and resolving currenttrending issues for client-specific products; creating and deliveringtraining for staff to enhance overall efficacy and productivity; leadingglobally in quality scoring metrics to achieve desired results.Key Accomplishments:• Established and launched a global quality framework through qualitystakeholders' coordination.• Developed a language guide for overseas partners to bridge the gap inlanguage barriers.

San Francisco Bay Area

-Independently identify, troubleshoot, document, categorize and resolve customer issues; escalate complex problems according to defined escalation procedures. -Supported customers by troubleshooting issues and providing resolutions for Google Products such as: Android OS, Chrome, and G Suite products-Provided high touch, front line, technical support for escalations with customers and agent level issues.-High-level contributor who exceeded client SLA's and target volume. Consistently led production floor in quality metrics which resulted in my promotion to QA lead after 7-months