Taylor Gates - Head of Customer Support, Coupa Software

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Work Background

Coupa SoftwareHead of Customer Support & Operations - Coupa Travel

Feb. 2021Texas, United States-Strategic Partnership Management: Orchestrated a dynamic relationship with third-parties and outsourcing partners, rigorously aligning all Key Performance Indicators (KPIs) with company standards. Conducted comprehensive business reviews, driving future-focused growth strategies by leveraging these strategic alliances. -Seamless Transition Leadership: Successfully navigated the migration of the customer support team through an acquisition, ensuring uninterrupted high-level support for clients on the legacy product. Displayed adeptness in change management and maintaining service excellence during transitions. -Talent Development Strategy: Devised and executed a comprehensive hiring plan and training regimen for new agents, contributing to the establishment of a robust travel customer support team at Coupa. Handled budget items for this team. -Customer-Centric Engagement: Exhibited a hands-on approach by directly participating in and leading customer calls. Collaborated closely with the customer-facing teams, leveraging in-depth product knowledge to uphold customer satisfaction and relationship-building efforts. -Cross-Functional Collaboration: Facilitated alignment of support operations with product goals by collaborating with all product stakeholders. Notably, ensured customer-facing roles were up to date on the current status of trends within support, especially between product and support for bug reporting. -Customer Satisfaction Improvement: Implemented a customer feedback system to collect and analyze customer satisfaction data. Utilized the insights gained to identify areas for improvement and develop strategies to enhance customer satisfaction levels. -Performance Metrics Tracking -Strategic Roadmap Development -SLA Adherence and Resource Planning

PanaSenior Manager, Customer Support (acquired by Coupa)

Jul. 2019 - Feb. 2021RemoteOperational Excellence: Orchestrated the successful scaling of operations after rapid team growth, driving exceptional performance outcomes for the customer support team post-training (at operational capacity within 4 weeks) Team Expansion: Spearheaded an exponential growth initiative, expanding the customer support team from 30 to 200 agents within a single year, thereby enhancing responsiveness and service quality. During this time the management team also grew from 2 to 10 members. Performance Enhancement: Devised and executed comprehensive performance improvement plans, resulting in optimized team efficiency and elevated customer satisfaction levels. Strategic Workforce Planning: Utilized predictive modeling to monitor customer query volume, strategically guiding recruitment efforts and resource allocation for upcoming quarters. Sales-driving tools: Leveraged chat tools that assisted the sales team in driving sales through these channels. Informed Decision-Making: Provided critical insights for hiring and scheduling strategies through thorough gross margin analysis, contributing to resource allocation alignment with business objectives. Leadership in Coaching: Conceptualized an on-shift coaching initiative, producing comprehensive documentation, resulting in consistent performance improvement. Integration Support: Pioneered the "Manager Monthly" program, offering targeted guidance to onboard new managers. Cross-Functional Collaboration: Fostered strong collaboration with developer teams, establishing streamlined communication channels to address bugs promptly based on team and customer feedback. Adaptive Leadership: Skillfully led a team restructuring during the pandemic-induced downsizing, and subsequently orchestrated a successful rehiring effort as the travel industry rebounded. Data-Driven Insights: Leveraged SQL expertise to create bespoke reports, empowering the team with rapid access to real-time data for informed decision-making.

PanaCustomer Support - Travel Agent

Oct. 2018 - Jul. 2019Cuernavaca, Morelos, Mexico

Arkansas Public SchoolsEducator, Curriculum Head of Department

Aug. 2012 - Aug. 2018Conway, Arkansas, United StatesEducational Expertise Advantage: Distilled intricate concepts into easily understandable content. This proficiency seamlessly extends to creating user-friendly support materials that facilitate accessibility for both customers and support teams. Guiding and Nurturing Teams: Fostered a culture of continuous learning within the content and knowledge management landscape. Engaging Curriculum Design: Designed and delivered dynamic and innovative lesson plans that catered to diverse learning styles, fostering an interactive and inclusive classroom environment. Assessment and Progress Tracking: Developed comprehensive assessment tools and rubrics, providing regular constructive feedback to students to drive continuous improvement and academic excellence. Curriculum Leadership: Spearheaded the development of the curriculum for the Spanish department, aligning instructional content with educational standards and fostering a coherent learning trajectory. Professional Development: Instituted targeted professional development initiatives, organizing workshops and training sessions to empower department members with new teaching methodologies, technology integration, and pedagogical advancements.