Taylor Vandergrift Email & Phone Number

Denver, Colorado, United States

Denver, Colorado, United States

• Manage the Guest Contact Center and Concierge team, which sold and supported over $750k worth of membership in 2022• Support admission, membership, program, Up-Close Looks, and public event sales• Conduct comparative analyses of educational programming and call centers to improve offerings and remain competitive• Create and implement Quality Assurance expectations and guidelines based on the Core Values and Denver Zoo’s mission• Identify and engage with community groups creating a more accessible experience for historically marginalized communities

Denver, Colorado, United States

- Facilitate a positive, customized, and memorable customer experience via phone, email, chat, and in-person- Assist guests with purchasing and utilizing admission tickets, membership packages, Up-Close Encounters, Small Celebrations, and events Provide verbatim, objective guest experience feedback to management in order to improve the overall guest experience- Communicate requests, public events and demonstrations, essential information interdepartmentally- Field general questions, requests, and donation requests on behalf of Denver Zoo

• Became efficient and effective with Stella, Gladly, MS Teams, and Kronos within a five-day remote training period• Managed five team leads for 517 seasonal, remote contractors and oversaw their performance during our client’s peak season • Created shared organized documents and led structured meetings to set clear expectations, monitor progress, and mitigate issues• Collaborated with the Client Solutions Manager and the Senior Service Manager to ensure client satisfaction and superior service • Documented all positive and corrective performance feedback and changes in assignments in CRMS such as Gladly and Salesforce• Implemented client driven policies, processes, and goals to ensure alignment with superior service standards and best practices• Maintained an inclusive, positive, professional environment by fostering authentic relationships and encouraging engagement• Helped optimize the overall and individual contractor’s performance through customized, detailed KPI tracking and monitoring• Improved contractor engagement and retention, as evidenced by our 15% attrition rate compared to the projected 35%

Denver, Colorado

• Listened to live phone calls, recordings, and voicemails and read email threads via TalkDesk to monitor company standards• Analyzed agent behavior by gathering month-over-month trends and addressing concerns with the representatives and leadership • Aligned high phone QA standards with written for all public-facing email communication for global Tier 1 Support Representatives• Presented specific, actionable, written, and verbal feedback on the agent’s conduct, product knowledge, and customer experience• Attended frequent bootcamps and UX and Sales and Support meetings to stay up to date on all internal and public changes• Collected customer feedback via surveys and Salesforce to analyze and present findings to our engineering and product teams• Conducted qualitative and quantitative research on all written feedback from customers using Google Sheets, Excel, and Salesforce• Identified trends in customer feedback regarding the product and process to help improve experience and effectiveness • Presented all consumer survey responses, trends, and objective findings to the Support, Product, and Engineering teams• Worked with engineering to help target phone calls regarding product changes and projects to identify errors and trends• Led meetings with agents and management to discuss areas of opportunity and performance based on superior quality standards • Taught representatives how to anticipate a customer’s future needs by using empathy and considering long-term impacts • Trained new QA Specialists on how to write clear feedback to representatives via visual, auditory, and hands-on learning• Assisted in the development and implementation of the international CRM upgrade from Salesforce Classic to Salesforce Lightning by providing feedback, needs, usage, and processes• Provided insight and feedback to solutions architects throughout system development and acted as test user before and throughout implementation

Greater Denver Area

• Educated customers about their products by sharing resourceful information so they can maximize their efficiency with the product• Provided extraordinary customer service and experience by getting to the root cause and giving one call resolution• Built relationships with customers and coworkers by being engaged and transparent, myself, to encourage others feel comfortable• Identified, analyzed, troubleshot, and resolved technical problems for our clients by using critical thinking skills• Reported new, existing, and targeted technical problems to our Engineering and Product teams• Advocated for our clients to ensure they were set up for success in the immediate and foreseeable future

Ubud, Bali, Indonesia

• Gathered quantitative and qualitative data on customer experiences via surveys and interviews• Designed and conducted semi-structured interviews of 60 tourists to better help the staff improve the visitor experience• Applied ethnographic research methods to interpret, analyze, and present my findings• Observed and documented interactions between the Balinese macaques and tourists at different intervals• Coded and transcribed interviews and field notes • Analyzed data using SPSS and MS Excel and presented all findings to the forest management team along with possible solutions

Goldsboro, North Carolina Area

-Assisted customers with inquires and transactions to ensure efficiency and customer satisfaction-Performed organizational tasks such as filing, sorting, rearranging, and notating documents-Received orders from customers and manufacturers by phone and in-person-Coordinated and increased the store's online presence by actively posting updates, promotions, and sales on Facebook and Instagram

Goldsboro, North Carolina Area

-Assisted customers with needs and questions to guarantee satisfaction -Maintained a safe and friendly shopping environment by complying with safety standards and performing cleaning and organizational tasks-Processed in-store and online orders by printing photos, photo albums, and canvases-Took passport photos for customers to ensure that federal requirements were met-Preparing and filling prescriptions in the pharmacy

Fort Mitchell, Ky

-Identified student's educational needs and developed strategies to strengthen their French language skills

Fort Thomas, Ky

-Assisted chef in preparing and distributing meals for residents with dietary needs -Maintained dining area and kitchen to comply with health code and safety standards

Bachelor'S Degree, Anthropology

Activities and Societies: Anthropology Student Organization (2015-2017) Lambda Alpha Honor Society (2017) Ethnoprimatology Field School.

French Language And Literature

Activities and Societies: Université Lumière Lyon II- Women's Volleyball Team Member-Immersed myself in the French culture and gastronomy.

Education record

Activities and Societies: Volleyball, Cheerleading, French Club, Future Business Leaders of America, French Club, and French Honor.