Jared Taylor Email & Phone Number

United States

• Serve as a process and workflow focused point of contact throughout the implementation process for a cohort of customers during 6 week implementation programs; escalate needs, issues, and concerns to the business.
• Prepare, update, and manage project management materials while keeping all customers within your cohort on track to go-live within their agreed-upon schedule
• Conduct live product training working sessions via Zoom, check in on and answer questions related to self-led training, host open office hours, Kick-Off Call, 1:1 meetings, and group check-in calls with customers.
• Assist customers with setting up payroll, employees and technicians profiles, vendor & customer list, and various integrations throughout ServiceTitan
• Troubleshoot software and hardware issues related to supporting ServiceTitan and integrated applications
• Manage various forms of risk that would prevent customers from going live or churning

United States

• Developed relationships with Servicing and Onboarding PM/Designer/Dev Manager/full squads while working under areas covering bank connections, payment portal, billing, payment history, statements, onboarding, billpay.
• Attended Standup with squads, grooming with squads, establishing priority of bugs and customer impact
• Reported bugs; Communicated customer impact and bug priority as it related to customers and their experience. Followed up with customers during the process
• Identified workflow inefficiencies and processes by digging into back-end logs/tools, Triaged, created quality Jira tickets including troubleshooting details and errors (Package/documentation)
• Jira ticket management, maintaining 100% SLA’s (Customer facing board & PM board), Salesforce, and Intercom management
• Prepared for releases; Gather weekly info from Enablement/PMM about upcoming releases to train Support. Enablement Sync w/ Tier 2, slack announcements, Syncs, team training, and Demo days

California, United States

• Respond to diverse and demanding phone or chat support inquiries while delivering excellent customer service and managing customer expectations
• Communicate effectively and own the full resolution each customer’s concern
• Educate customers regarding how to better utilize the Divvy product; add value and drive adoption in every interaction
• Help drive revenue by using your knowledge and resources to offer solutions that improve their Divvy experience
• Advocate on behalf of the voice of the customer to provide feedback to the rest of the company
• Responded to a high volume of chats and/or managed a busy phone queue in a fast paced environment

Remote

• Provided administrative support and customer support by resolving concerns/complaints, time-sensitive matters, technical issues, proofreading, answering emails, chat, and phone calls
• Kept track of reports by gathering all necessary information and documenting customer contacts within the required database
• Maintained customer satisfaction above 95% at all times
• Process weekly check requests for customer goodwill payments. Support additional departments with customer inquiry tracking and reporting
• Determine financial participation by the company on issues beyond the scope of warranty, based on in-depth knowledge and consideration of the repair, customer value, dealer operations and terms of warranty
• Collaborated with connecting departments to evaluate opportunities to assist clients with vehicle issues

Temecula, California, United States

• Achieved and maintained client satisfaction above 98% by ensuring clients were educated and treated with exemplary care ensuring satisfaction with their new or used motor vehicle.
• Provided administrative support and customer support by resolving technical issues, proofreading, answering emails, phone calls, and direct messages while carefully paying attention to detail.
• Consulted and advised clients financial decisions of new and used vehicles ranging from $20,000 to $200,000.
• Interacted with customers by answering comments, questions, emails, and messages in order to create positive and lasting relationships.
• Diagnosed, troubleshot errors, and installed hardware to computer devices, a variety of different vehicles, and network technology interfaces.
• Educated clients and team members on how to set up and operate vehicles and user interfaces on over 20 new premium vehicle models and trims.

Temecula, California, United States

• Increased customer satisfaction by 12% for demonstrating exemplary service while simultaneously and accurately performing customer requests
• Provided exceptional customer service while assisting customers with requests and product transactions
• Educated customers and associates on how to set up and operate devices over a wide array of operating systems and user interfaces
• Analyzed and repaired a wide variety of errors and misuses on devices spanning over multiple operating systems and user interfaces for associates and customers
• Consulted and advised customers on financial decisions pertaining to network services, devices, and accessories provided by a multi-billion-dollar company

San Diego, California, United States

• Guided museum guests through the museum whilst simultaneously and accurately interpreting historical information
• Trained new staff for two different historical museum locations
• Provided schedules, weekly goals and responsibilities, and team meetings
• Consulted ownership on network infrastructure and options for network availability
• Consulted and implemented strategies for overall business development/marketing and success