Megan Taylor Email & Phone Number

Greater Seattle Area

Planning, Marketing & Operations for coaching services dedicated to empowering women with the personal growth tools & community to thrive in their personal/professional lives, so they can make a bigger impact in the world.Planning: Conducted Market Research & designed Business Plan, Offerings, Forecast & Budget.Operations Management: Set the Vision, strategy & communication rhythm with daily Business Operations ManagerCustomer Experience: Set and measure baseline goals & target for the next 1-2 quarters, advance skills, track and communicate progress. Results: Average improvement is 7 points and within 85% of target. 90% of customers renew their contracts.Marketing: Generated leads via Website Creation, Social Media & Corporate Speaking Engagements (e.g. Google)Sales: Managed customer pipeline via CRM, nurtured relationships & closed 80% of salesTrainings: Completed Multiple Coaching & Business trainings

Issaquah, Wa

Operations & Program Management for Microsoft global consumer strategy for the intake and resolution of high risk consumer escalations (Executive, Legal, PR)Operations Management: Drove the strategy and implementation of multiple process improvements and workstream redesigns to eliminate a 38K case operational backlog - that cut the budget in half, increased CPE by 61 points (customer satisfaction), and moved the Better Business Bureau rating from an F to an A. Reporting: Presented monthly ROTB reporting on key performance indicators, budget, forecast and top trending issues & mitigation plans to Executive LeadershipProject Management: PM-ed multiple award winning cross-organizational projects centered on data driven insights and storytelling that optimized internal processes, enabled cross-company cohesion, and acted on Voice of the Customer feedback that eliminated defects in the customer experience and resulted in $3.3M+ in savings. Performance Management: led five Microsoft FTE's and 40 contractors to execute global strategy across the Americas, Europe and Asia. Focused on providing down-to-earth critical feedback to meet/exceed Microsoft targets, removing blockers to success, evangelizing company culture, being sensitive to cultural differences, being an advocate for diversity and inclusion, and aligning individuals to passions and career goals for long term growth and retention. Communications: Transparent & consistent communication up to C-Suite, horizontal to peers, and managing down to tactical level with teams and vendors. Developing soft skills, building trust and influence daily.Time: 3 years

Issaquah, Wa

Managed daily operations, reporting and vendor performanceOperations Management: Managed team to consistently meet and exceed Service Level targetsProject Management: Scope, strategy, building consensus & reporting to key stakeholdersLeadership: Launched innovative cross-organizational “Ride-along Program” to give non-customer facing Microsoft roles the opportunity to witness the agent and customer experience to drive customer empathy.Communications: Reported on Key performance Indicators, Trending Issues & Mitigation Plans - up the vertical to Microsoft Management, and down to Vendor team.Culture: drove 30% improvement in team morale even amidst rising workloads.Time: 0.5 years

Issaquah, Wa

Managed daily escalation workflow & reporting Project Management: Fine tooth combed the operations process via Six Sigma methodology and implemented changes that eliminate defects in the customer experience and moved Time to Resolution from 10 days to 5 days by design. Customer Experience: Personally responded to high risk customer calls on behalf of CEO Steve Ballmer with 95% resolution rateLeadership: Launched agent-facing reporting to empower agents to take ownership of hitting performance targetsTime: 1.5 years

Bellevue, Wa

Managed daily operations of US State Department funded programs that promote intercultural education among global youth Vendor Management: Coordinated, trained, mentored and managed payroll for an international network of 500+ field staff, program participants and partners with 1% annual attrition.Grant Writing: Co-wrote the grant request that enabled continued funding of J1 Visa ProgramsLeadership: Envisioned, designed and deployed new operations workflow - moving the company from manual to digital - using Outlook, Excel & Adobe. Eliminated time waste, increased visibility, reduced mailing costs and improved accuracy. Time: 1.5 years

B.A, International Studies; Development & Spanish Language (With Honors), Graduating Gpa 3.97

Activities and Societies: Dance, Spanish Language, Study Abroad in Cuba, Costa Rica and Guatemala

Education record