Taylor Rowland Email & Phone Number

Raleigh, North Carolina, United States

- Maintained advanced to expert working knowledge of the case management system and Abrigo's product line, with an understanding of the products interoperability.- Utilized intermediate level of understanding of Microsoft SQL Server, Windows Server, and IIS.- Offered direct consultation with support staff on application functionality and best practices for resolving support cases, through extensive research and troubleshooting.- Provided direct technical support for users with reported application errors and/or how to inquiries, through extensive research and troubleshooting; primarily via phone, email and remote desktop conferencing, with none to minimal guidance from the manager.- Own the customer experience and keep customers updated throughout the entire case progress until the resolution process.- Resolved case escalations that require technical and product knowledge.- Regularly assisted junior team members with product knowledge required to resolve cases.

Raleigh, North Carolina, United States

- Maintained expert domain knowledge in bank and accounting products, as well as any new products.- Resolved support requests and enhancements that come in through any of our support channels such as email, web or phone.- Call and communicate with customers about support requests and enhancements - Ensured a fast time to contact and time to resolution on all support issues, as well as the highest level of customer satisfaction.- Collaborated and communicated with support team members (including product, integration and consultants) to troubleshoot customer issues.- Assisted in related customer projects, such as financial data entry, maintaining and updating the website customer FAQs, and testing customer support enhancements to the website.- Provided critical feedback and recommendations for process improvement.

Chapel Hill, North Carolina, United States

- Serve as a subject matter expert for the International Student and Scholar Services program.- Provided in-depth analysis and troubleshooting of product-related problems to identify root causes and implement effective solutions.- Collaborated with Level 1 Support, development teams, and other internal stakeholders to resolve escalated technical issues promptly.- Troubleshooted and resolved software integrations, data integrity challenges, and advanced application errors.- Developed and maintained comprehensive technical documentation, including troubleshooting guides and best practices.- Participated in testing software updates and enhancements, ensuring their quality and compatibility with existing systems.- Conducted advanced virtual training sessions and webinars for customers, covering technical aspects and advanced features of our products.- Provided valuable feedback and insights to product management and development teams for continuous product improvement.

Morrisville, North Carolina, United States

- Developed internal marketing campaigns for various programs and benefits at Relias, including determining the overall plans and reviewing analytics of internal campaigns to determine improvements.- Worked with the People team to create an employment brand for Relias.- Partnered with Recruiting to develop candidate campaigns for candidate relationship management tool.- Developed social media campaigns to target future Relias employees on both LinkedIn and Instagram and reviewing analytics of social media campaigns to determine improvements.- Collected and created content for Instagram site, - Developed images and video for social in Canva, Adobe Suite, and other applications.- Content updates on internal intranet homepage.

Cary, North Carolina

- Primary contact for inbound client issues.- Provided customer service via multiple channels.- Possessed strong communication and time management skills.- Provided quick response times and quality support to clients.- Worked collaboratively in a team environment to assist clients and new employees.- Maintained documentation and training resources.- Performed other assigned duties.

Durham, North Carolina, United States

- Provided clerical duties to support students and staff for Center for International Studies.- Planed and implemented orientation programs and services for all new international students..- Tracked and monitored all critical forms required for international programs, updates student files, and mandatory meetings for Center for International Studies office.- Compiled and maintained an electronic database of all necessary records and documentation on international students while maintaining confidentiality standards. - Maintained website and social media for the office. - Support campus events hosted by Center for International Studies office.- Assisted Faculty and Staff with travel planning and student records.

Durham, North Carolina, United States

- Planned, marketed, and hosted on campus events with speakers from inside and outside of Duke University. Created marketing material, event planning, budgeting, event set-up, and all other coordination required. - Assistant to Patrick Duddy, the Ambassador in Resident at the Duke Center for International and Global Studies. - Maintained the post-doctoral program.- Assisted with event hosting with other partner organizations like Asia-Pacific Studies and Jewish Studies Center.

Raleigh-Durham, North Carolina Area

Raleigh, North Carolina

Greensboro/Winston-Salem, North Carolina

Raleigh-Durham, North Carolina

Greensboro/Winston-Salem, North Carolina

Master Of International Studies, Public Administration, 3.11

The Master of International Studies combines a core curriculum with a 15-hour regional, topical, professional, or technical.

Chinese Studies

Studied at the Chinese University of Hong Kong during the 2015 summer school program. Took the course in "Gender Perspective of Chinese.

Bachelor Of Arts (B.A.), Anthropology, 3.47

Anthropology is the holistic study of the human experience. What this means is that Anthropologists share an interest in all aspects.