Tahyisha Taylor

I help small e-commerce and online business founders turn reactive customer support into clear, scalable backend systems. -Build SOPs for core support scenarios including shipping delays, returns, exchanges, and escalations -Create response templates, macros, FAQs, and escalation workflows that improve consistency and reduce inbox volume -Deliver CX audits with scored findings, operational gaps, and prioritized action plans -Design support systems founders can delegate to VAs or small teams as they grow Result: clients move from inbox chaos to a documented, repeatable support system in as little as 2 weeks.

Lead customer experience, backend operations, and revenue cycle processes for a Shopify-based direct-to-consumer brand. -Managed 18,000+ customer relationships across the full lifecycle, from acquisition through retention -Achieved a 96% customer satisfaction rate through proactive communication, issue resolution, and personalized support -Streamlined order processing workflows, reducing fulfillment time by 25% and improving delivery accuracy by 30% -Built scalable systems using Shopify, Klaviyo, Airtable, and Slack to improve visibility and automate workflows -Implemented tracking processes that reduced manual follow-up by 40% and improved operational efficiency -Developed SOPs and onboarding materials to support consistency, delegation, and cross-functional alignment -Oversaw billing, payment processing, reconciliation, and customer issue resolution across the revenue cycle

Managed a portfolio of enterprise B2B accounts, serving as the primary point of contact for billing, account health, and customer success. Account Management & Customer Success: - Owned end-to-end customer relationships for enterprise accounts — from onboarding through renewal and retention - Drove adoption of products and services; identified upsell and cross-sell opportunities through regular account reviews - Built trusted advisor relationships with business stakeholders; conducted regular check-ins to ensure client satisfaction Revenue Cycle & Billing Operations: - Resolved complex billing discrepancies and collections issues; researched errors and coordinated with internal teams - Processed financial documentation including expense reports, payment authorizations, and billing adjustments - Prepared variance analyses and financial reports; ensured compliance with internal standards Cross-Functional Collaboration: - Partnered with sales, support, and technical teams to deliver seamless client experiences - Escalated and resolved customer issues; navigated challenging conversations with professionalism and tact - Communicated effectively with customers, vendors, and financial institutions to coordinate work activities

An active member of Phi Beta Lambda