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.

• 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

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

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.

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.

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.