Andrea Taylor

Improving my customers’ experience is my lifelong passion. Whether my customer is a 5-year-old in South Korea trying to learn English, a patient waiting on a wound vac, a direct report I’m coaching, or the businesses I’m implementing a new system for, my mission is to make it the best experience possible. As the Implementation Manager for a highly customized Salesforce FSL platform, I bridge the gap between our field users and cross-functional dev teams daily. I translate end-user experiences into technical requirements and solutions, quickly building working knowledge across integrations, data management, inventory systems, and more to facilitate conversations. Since joining, I've transformed our development approach—transitioning the team to an agile process managed in GitHub with quarterly releases, implemented our platform across 9 sites (117 users) in just 6 months, and established a new reporting and support structure to ensure ongoing support, feedback, and continuous improvement. The results: A 4.6% YOY service revenue increase for implemented locations, doubled sprint velocity over 1 year, and a 99.02% success rate for all reported issues this calendar year. Here's what matters most in how I work: 1. I prioritize a growth mindset - Everything is an opportunity to learn. Whether it’s a system failure, an implementation hiccup, or a successful onsite, we can learn how to improve. 2. I actively seek feedback - About their experiences, about the systems I work with, about myself and how I can do better. Feedback is fuel for that growth mindset! 3. Communication and collaboration are KEY - The more you share with me and are willing to work together to find a solution, the faster and better that solution will be. 4. I like to have fun - When you enjoy the work, it's more engaging, builds stronger relationships, and creates a better experience for everyone. Looking to transform your organization's customer experience or streamline your systems? Let's connect! I'm always open to collaborating with people who value continuous improvement and putting users first. “In every job that must be done, there is an element of fun. Find the fun and SNAP, the job’s a game!” ~Mary Poppins