Taylor Barton Email & Phone Number

Dubai, Ae

New York, Ny , Us

We established the English Language Learner Family Fund (ELL Fund) non-profit in March to help families weather the COVID-19 storm. Through fundraising efforts and federal grants, we’ve provided rent relief, weekly meal deliveries, translation and transportation services, and even bicycles to these families to facilitate getting to and from work. WE ARE (all in this together)!

New York, Ny , Us

San Francisco, California, Us

Managed multi-level organization with 90+ employees across multiple sites and lines of businessPerformed root cause analysis on inefficient workflow(s), successfully driving down cost per contact by 63% Managed NPS for Farmers Insurance and BMW Roadside Assistance; improved overall client satisfaction, maintaining a 90 NPS to date meeting all Service Level AgreementsPartnered with Product and Engineering teams to improve mobile app functionality through user feedbackLaunched QA program to drive quality and streamline processes across multiple teamsBuilt a robust onboarding / New Employee Orientation (NEO) program for new hires

San Francisco, California, Us

Helped coordinate and launch a brand new operations center in Phoenix, AZ; created hiring profile for managers and other employees; recruited and interviewed candidates; and helped build and facilitate trainings for the 300-person officeWorked with Product and Engineering teams to improve mobile app functionality by gathering user feedbackTraveled to various countries in LatAm (El Salvador, Colombia, Costa Rica) to oversee the launch of internal operations, deliver trainings in Spanish on technical subject matter, and mitigate operational riskDeveloped the Account Security & Risk program to address fraudulent use of the platform and curb fraud-related lossesCreated team engagement strategies for leadership to encourage employee retention and improve eNPSManaged various specialized teams: Managed and coached Team Leads and their direct reports, prioritizing professional growth, instilling a customer-obsessed mindset, and fostering a “Best Idea Wins” philosophy in order to encourage the flow of new ideas and address attrition by building a positive and stimulating work environmentDeveloped workflows and contact routing while aligning with stakeholders to develop support resources and knowledge base to ensure issue types with high media risk were handled in a standardized, timely, and legally-compliant manner Helped launch the Social Operations Response Team (SORT) to address highly-visible support inquiries via Twitter and Facebook; partnered with stakeholders to define program-level expectations, KPIs, and network-wide support logicTranslated the support nodes (Help Center/FAQs) into Spanish for both rider and driver-partner mobile apps Established the Spanish Support Team and created queues/contact routing to ensure that our Spanish-speaking communities (riders and partners) were receiving the same level of support as our English-speaking users

Washington, Dc, Us

Helped develop the Systematic Operations Risk-rating tool for country-level loan originations and approvals which streamlined lending operations and provided increased transparency through the implementation of a checks and balances systemReviewed country-level loan and grant requests by considering political, socioeconomic, environmental risk(s) to determine credit worthiness of LatAm nations using the aforementioned Risk-rating tool Collaborated with City and Region Managers to improve the Urban Risk Assessment methodology, providing a more cost-effective approach which ultimately helped The World Bank and key partner orgs in identifying the potential impact on populations whose infrastructure had been deemed susceptible to natural disasters and other hazardsWorked directly with credit analysts of the International Monetary Fund (IMF) to improve interagency communications as they related to lending, country projects/missions, and media inquiries

Washington, Dc, Us

Responsible for managing 30+ employees in accordance with directives from upper management, including staffing, scheduling, performance management/appraisals, training/coaching, team meetings, rewards and recognition programs, performance improvement plans, salary recommendations, and terminationsDefined KPIs and developed team and individual metrics dashboards to track employee productivity and quality of work Created and implemented a system to categorize and prioritize all incoming member interactions to increase efficiency and employee outputTwo time “Spirit of Excellence” award recipient

Washington, Dc, Us

Project Lead and Designated Subject Matter Expert (SME) for the core system conversion from one financial platform to another, including A/B and new release testing, training, and implementationWrote RFPs/proposals to purchase products and services beneficial to internal and external operations

Bachelor Of Science, Business (Finance) And Spanish

Certificate, International Business, Economics

High School

High School

High School Diploma