Maya Taylor

** ******* **

Smyrna, Delaware *****

302-***-**** adytag@r.postjobfree.com

Qualifications Profile

Accomplished, highly skilled in Customer Service with a solid and progressive career within Business Analysis and Project Management sectors. Areas of expertise include:

Demonstrated success driving revenue generation defining business requirements and reporting them back to stakeholders.

Highly versatile in project management, including process modeling, facilitation skills, solution based strategic thinking, data review and statistical analysis.

Articulate and confident communication and relationship development strengths honed through customer professional experience.

Diverse operational and administrative expertise, including variance analyst, budgeting and forecasting, correspondence, and documentation management.

Developed and integrated strategies across to improve business and strategic planning processes in order to improve general business performance.

Education and Credentials

Bachelor of Arts in Business Administration, 2018

Strayer UNIVERSITY

Master of Arts in Business Administration – Concentration in Project Management, 2022

STRAYER UNIVERISTY

Professional Certification: Scrum Master, 2023

Professional Experience

DUPONT- NA CRM SPECIALIST, SALES AND OPERATIONS, 09/2022-PRESENT, WILMINGTON, DELAWARE

Point of resource on a corporate level for all DuPont relating to CRM. Worked with various teams to improve customer care, sales and marketing based on the CRM numbers and data. Maintained the integrity of the information stored in the CRM. Reviewed the current processes within the company and propose updates to them to align them with the CRM data. Ensure the CRM’s accuracy and reliability.

Dupont- Business Analyst, SALESFORCE SERVICE CLOUD, 09/2018-09/2022, WILMINGTON, DELAWARE

First line of support to end-users for troubleshooting problems and developing fixes for production issues. Facilitate communication and interaction between the business and IT and Understand business requirements to translate them into specific software requirements to the CRM teams and IT. Present of current and future enhancements for systems with IT and CRM teams and, if appropriate, work with teams to coordinate development of new business requirements. Working with colleagues, analyze and redesign processes to streamline transaction processing and align processes and transactions to support strategic decision making. Designing and executing the test scripts and test scenario. Provided oversight of and responsibility for testing related to upgrades of platform.

Ensured application product knowledge remains current and in-depth with all appropriate business users to enable the successful use of the tools. Change agent; Identify training needs and ensures execution of training plan. Manage access to service cloud console and community for end-users. Owner and creator of reports and dashboards, templates related to Service cloud. Ensured the service cloud console and community portal are 100% compliant (data privacy, sox,). Participated in global service cloud network within Safety & Construction to leverage ideas, collaborate on problem-solving, prioritize upcoming business needs. Responsible for content management in the Community Portal in collaboration with the business based on their goals. Work closely with marketing to ensure alignment.

Dupont-customer service representative, dpt aramids,01/2014-09/2018. WILMINGTON, Delaware

Assisted with the startup/transition to Corporate Customer Care (CCC)

Performed an audit of all documentation that was currently housed internally with the Aramids business and prepared them for transition to Corporate Customer Care. Ensured that all documents were standardized and ready for upload into SharePoint.

Created Customer profiles and Desk Procedures for my desk so that in the event I am away, my desk can be worked by anyone.

Order processing, shipment tracking, returns, invoice reconciliation, dispute management, credit, and debit memos. Perform various warehouse functions (PGI, Reverse Good Issue, transfer stock from or to blocked or restricted, add and remove batches from sales deliveries.

New customer set ups Re-establish existing customers. Processed sample request as they are received from the business and sales reps. Worked closely with the sales reps, business liaison, and planners on availably of material, order forecast and order history

Monitor managed distribution programs that have been put in place by the business.

Train new team members on the daily processes of the desk within the Aramids team. Also, cross trained with all team members to learn their desk. Facilitated Team meetings. Point person on the Aramids team for all Avaya phone training and the new SharePoint system.

Dupont-knowledge management project team, lead project member,12/2013-01/2014, WILMINGTON, Delaware

Responsible for auditing documentation for 13 businesses within Corporate Customer Care to ensure that all documents where standardized, best in class and ready for upload into SharePoint. Created and presented Gantt charts to the steering team to show timelines of the project completion. Also, created excel spreadsheets which consisted of Pie charts, and bar graphs for audit findings which were presented to management and the CSR teams of our findings. PowerPoint presentations were created for the meetings to layout the KM process and to also present the findings and improvement opportunities for each business. Worked closely with the Business Process Consultants, supervisors, and managers through the KM process to ensure the work was completed within the timelines set.

Performed Desk audits with each CSR to gain knowledge of the processes and procedures that they handled daily. The result of this project was that the KM team created Standardized processes, Procedures all in one location (SharePoint), shorter training periods for new hires, and seamless desk coverage.

Dupont crop protection - customer service representative, lead team Trainor, 09/2007-12/2013, Wilmington, Delaware

Managing the customer relationship utilizing the various SBU tracking systems

Order Processing, shipment tracking, handling returns, invoice reconciliation, credit and debit memos. Rebate processing and monitoring sales orders through order fulfillment process.

Point person back up to the Crop business. Knowledgeable with running metrics to track individual and team for the business. Train new customer service representatives and mentor all CSRs with daily processes and procedures. Maintain CSR job aides in our CSR database to ensure they are correct and up to date. Created procedures as needed to assist the CSRs with performing task on their desk. Point person for Knowledge Management Integration. Participate in regular Database meetings with management.

key contributions

Launch of Salesforce Customer Service Team- 09/2018

Pioneering a promotional strategy for smooth implementation.

Introducing standardized processes via introduction of SharePoint.

Creation of desk procedures to ensure continuance client coverage.

Mentor Collective- 06/2022

-Trained Mentor - matching, analysis and assessment tools make it easy to deliver on the six essentials necessary for large-scale, high-quality mentorship.

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