Taylor Thies

Experience

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  Hand & Stone Massage and Facial Spa

  Mar 2013 - Feb 2016

  Esthetician

  - Providing Spa services ranging from skincare to hair removal while educating and maintaining trust with my clients- Maintaining repeat clients- Dermalogica Certified - PCA certified- Clarity Certified- Spa Reception work – scheduled and managed all of the appointments for our Massage Therapists and Estheticians

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  Gene Juarez Salons & Spas

  Feb 2016 - Oct 2017

  Color Specialist

  - 1 year apprenticeship where I was helping manage 2 top color specialists’ day with the expectation of helping them complete clients.- In that year I had 6 Months of Goldwell Master Colorist training where I was required to take models showcasing different skills as well as tests on a written curriculum.- Once apprenticeship completed, directly into managing my own books and taking clients while also still assisting a Sr. Stylist.

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  Amazon

  Oct 2017 - now

  - Facilitate virtual, In-Person & Hybrid workshops for Sr. Leaders (L8 +) and their direct reports with a focus on obtaining action items based on their customer anecdotes and data.- Collaborate with other teams within Amazon to bring their voice of the customer to them in a well packaged and customized presentation.- Support other training specialists with their tasks/responsibilities by helping search for contacts for their session, curate and transcribe calls, producing a session while they're facilitating the discussion and presenting.- Provide support & training for new hires & peers that are upskilling into new roles.- Utilize tools such as Vyond and Descript to create transcript videos to be inclusive and accessible- Source and curate calls for virtual, in-person & hybrid workshops by using Heartbeat, Textminer, and Audacity. Show less - Provide excellent customer service to all customers via multiple communication channels by addressing their concerns with their orders in a friendly and timely manner. Maintained a consistent Positive Response Rate of 90% or above each week. Kept my Repeat Contact Rate below 25% each week. Consistently performed above the company average for all contact centers within Amazon. - Assisting on a Machine Learning project that is directly related to improving the customer experience for both internal and external Amazon customers over the course of two weeks. Actions made directly impact and effect the abilities the Machine will have moving forward. Provided feedback to corresponding leadership associated with the projects in a constructive matter to address areas of improvement. Show less

  • Training Specialist

    May 2020 - now

  • Customer Service Resolution Specialist

    Nov 2018 - May 2020

  • Fulfillment Associate

    Oct 2017 - Nov 2018