Taylor Hudson Email and Phone Number

• Coached and encouraged members to push beyond their perceived limitations creating a safe place for personal change• Educated members on general health and physiology to achieve optimal results whether mental or physical• Authored the new hire training and education book used by all employees • Experienced in client experience management learning to manage expectations and proper prioritization• Practiced and perfected relationship building skills with all past, present and potential clients• Developed community outreach/recruitment events to establish a greater social support system for clients

• Hired, trained and mentored top digital marketing specialist and subject matter experts spanning over 10 departments. • Achieved and maintained greater than 94% employee retention rate spanning over 10 internal departments.• Cultivated and grew company culture that increased employee engagement and wellness• Developed and implemented over 30 trainings and procedures responsible for execution and oversight based on departmental evaluations of success.• Assessed performance through shadowing, evaluations and daily Key Performance Indicators to identify areas of opportunity and celebration for continuing education purposes.• Conducted stay interviews and compiled data to develop an internal business plan that improved employee experience, job satisfaction and over all retention

• Successfully led and mentored a team of 16+ Digital Marketing Specialists that managed books of business totaling over 12 million dollars annually• ensuring that each individual was set up for success thus creating a winning environment• Optimized and influenced customer success plans for employees on a monthly basis• Developed and implementing a Customer Churn playbook which successfully decreased average customer turn by 30%• Created training and development strategies for individuals and the team to create a collaborative and safe environment with room for growth• Assisted emerging talent in developing leadership skills and promoted 5 to a senior level and three to Client Service Manager• Consistently achieved my teams monthly and quarterly goals set by leadership

• Maintained a 97% monthly retention rate for a book of business spanning over 200 accounts.• Created value for customers by partnering with and creating marketing and growth success plans with objectives, milestones, risks, and metrics.• Spearheaded multiple large-scale training bootcamps and developed support guide for use by existing and new team members throughout the company.• Developed dashboards and reports to predict customer churn rate and successfully identified weak spots in lead sources reducing new customer churn rate by 8%• Successfully lead collaboration with product managers, developers, quality assurance and other technical teams to troubleshoot, diagnose, and improve the proprietary CRM system used to maintain the entire customer base.• Continuously earned consecutive merit-based promotions based on superior customer growth and retention

EmergingMed May 2015-April 2018• Produced daily reports to direct the call center’s workflow and increase productivity• Fielded all inbound communication (emails, live calls, internet site inquiries, voicemails, and business development needs) • Addressed the questions and concerns of potential clients which includes but is not limited to: clarifying the services that EmergingMed provides and aiding disgruntled consumers• Accessed Siebel-based CRM tool to produce and analyze the daily workload of Clinical Trial Navigators• Assisted the technical team by testing site speed, accuracy and consistency of various websites and apps before their launch• Customized patient intake process for individual partners; meeting the terms of their tailored contracts• Developed standard operating procedure to improve continuity of internal communication and customer service• Maintained metrics reports for advocacy groups and pharmaceutical companies• Created new hire training program for future employees beginning in the Triage Coordinator role