Taylor Greenwood
Upminster,Essex
Summary
Engagement and service improvement specialist with extensive experience in building collaborative cultures where feedback drives meaningful change. Skilled at understanding complex stakeholder needs and designing transformation programmes that align business objectives with service improvement. Proven ability to analyse feedback and complaints data to identify insights and champion improvements that put people at the centre of decisions. Built trusted relationships across diverse communities through hands-on engagement and tailored approaches. Demonstrated track record of driving systemic improvement in complex settings, from formalising support and review processes to bridging communication gaps between parents, professionals and services. Passionate about helping people and committed to ensuring services are delivered in the most effective and accessible way possible.
Overview
9
9
years of professional experience
1
1
Certification
Work history
Customer Success Manager
Kerv
London
2024.03 - Current
- Executed customer engagement strategies to maintain account stability and boost retention across the portfolio.
- Established strong relationships with senior stakeholders to drive adoption and support a 15% rise in upsell opportunities.
- Enhanced customer engagement by 30% by guiding clients through a comprehensive journey and ensuring consistent product value realisation.
- Improved client retention through proactive communication, strategic business reviews, and bespoke customer success plans.
- Resolved escalated issues with detailed problem-solving skills.
- Facilitated training sessions, enhancing team's product knowledge.
- Facilitated collaboration across sales, solution consulting, professional services, product, and support teams to address customer needs and align strategies.
Sales Development Representative
Kerv
London
2023.10 - 2024.03
- Assisted in building a strong sales pipeline by prospecting and qualifying new leads from various channels.
- Supported development of outreach strategies using market research and analytics to access new markets.
- Collaborated with marketing teams to improve campaign efficiency and boost audience engagement.
- Recommended tailored products and services to create value based on prospect needs.
Nursery Lead
Village Infants School
Dagenham
2023.04 - 2023.08
- Directed daily nursery operations and supported a team of 6 staff to maintain compliance and efficiency in all activities.
- Designed interventions for over 40 children and contributed to improvements in learning outcomes.
- Built relationships with parents and stakeholders providing updates and encouraging trust and engagement.
- Mentored teaching assistants to enhance team performance and confidence.
- Managed resource allocation and budget to ensure effective use of funds and availability of necessary equipment.
Primary School Teacher
Tudor Court Primary School
Chafford Hundred
2022.09 - 2023.04
- Delivered differentiated lessons to address diverse learning needs effectively.
- Utilised diverse teaching aids to facilitate understanding of subjects.
- Documented child development progress and achievement levels meticulously to ensure comprehensive understanding of individual growth trajectories.
- Facilitated daily collaboration with teaching teams to enhance student achievement.
- Cultivated strong relationships with families to enhance parental engagement and participation.
- Collaborated with colleagues to plan and coordinate school events, enhancing the overall educational experience.
Primary School Teacher
Village Infants School
Dagenham
2017.09 - 2022.08
- Facilitated targeted interventions for students struggling with reading, writing, maths, and phonics.
- Facilitated extracurricular activities to enhance holistic development of pupils.
- Developed effective assessment tools to enhance student progress tracking across the school.
- Designed and created engaging new topics that motivate children to deepen understanding.
Education
Bachelor of Arts - Primary education with Qualified Teacher Status
St Mary's University, Twickenham
TwickenhamSkills
- Stakeholder engagement and influence
- Feedback analysis and service enhancement
- Collaborative problem-solving
- Data-driven decision making
- Communication and facilitation
- Empathy and person-centred approach
- Active listening and understanding needs
- Continuous improvement and innovation
Certification
ITIL® Foundation Certificate in IT Service Management
Timeline
Customer Success Manager
Kerv
2024.03 - Current
Sales Development Representative
Kerv
2023.10 - 2024.03
Nursery Lead
Village Infants School
2023.04 - 2023.08
Primary School Teacher
Tudor Court Primary School
2022.09 - 2023.04
Primary School Teacher
Village Infants School
2017.09 - 2022.08
Bachelor of Arts - Primary education with Qualified Teacher Status
St Mary's University, Twickenham