Summary
Overview
Work History
Education
Skills
Language
Timeline
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Taylor Clothier

Taylor Clothier

Frankfurt

Summary

Tech-savvy administrative assistant with a passion for streamlining processes and improving user experience through new technologies. Detail-oriented and dedicated to creating comprehensive user manuals and updating company websites to increase efficiency and engagement. Excited to introduce innovative ideas for a more dynamic and productive work environment.

Overview

11
11
years of professional experience

Work History

Level 3 Technician

IMetric
06.2023 - Current
  • Lead and mentor a team of 11 technical support agents, including onboarding and training of a bilingual Spanish-speaking agent.
  • Oversee daily technical support operations and system administration across multiple platforms (Monday.com, Freshdesk, Twilio, IScan Tools).
  • Designed and automated Monday.com boards to streamline workflows, improving team collaboration and workload tracking.
  • Developed and optimized Freshdesk workflows, enhancing reporting accuracy, metrics tracking, and customer support efficiency.
  • Built and trained an AI-powered chatbot to handle customer inquiries, reducing response times and increasing first-contact resolution.
  • Created and deployed IScan Tools software to simplify installations and add screw channels, healing caps, and ICamBodies.
  • Provided escalation management and after-hours technical support for high-priority customer issues.
  • Designed training resources and knowledge base materials to improve internal agent expertise and customer education.
  • Conducted customer training sessions to ensure proper system usage and understanding of workflows.
  • Partnered with Sales and Education teams to implement proactive support procedures, assist in training initiatives, and provide emergency technical troubleshooting.

Administrative Assistant

ez911 Inc.
01.2017 - Current
  • Organized comprehensive assessments of existing technologies, increasing net profitability by 15%.
  • Systematized processes to maximize overall efficiency, reducing the administrative time by 30%.
  • Conducted daily workforce planning & optimization, greatly reducing potential delivery delays in projects by 32%.
  • Developed & executed comprehensive plans for marketing promotions and campaigns on the website, driving 20% growth in customer inquiries.
  • Handled web support: information requests, troubleshooting tickets, and issue tracking.
  • Overhauled online presence, creating an aesthetically appealing website design & modernized framework that resulted in 70% traffic quarter-over-quarter increase.

Technical Support

ez911 Inc.
01.2015 - 01.2017
  • Reduced customer onboarding time by 15%, leading to improved user experience.
  • Conducted 40+ technical support simulator exercises, boosting product awareness & usage among customers by 20%.
  • Conducted remote troubleshooting sessions using tools like TeamViewer.
  • Researched and documented customer technical issues.
  • Decreased average response times by 25%, managed over 200 cases in 10 days with 80% of cases completed within 2 hours.
  • Resolved 80% of customer inquiries in real-time via phone, email, and chat interactions, achieving a 95% customer satisfaction rating.

Education

Google Project Management

Coursera
01.2022

Skills

  • Microsoft Office
  • Customer Service
  • Application installations
  • Help desk operations
  • Communication
  • Problem Solving
  • Teamwork
  • Project Management
  • Hardware installation
  • Software deployment
  • Advanced troubleshooting

Language

English
German

Timeline

Level 3 Technician

IMetric
06.2023 - Current

Administrative Assistant

ez911 Inc.
01.2017 - Current

Technical Support

ez911 Inc.
01.2015 - 01.2017

Google Project Management

Coursera

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Taylor Clothier