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Sam Taylor

Sam Taylor

Operations Analyst

GetYourGuide | Berlin

Technologies

My Portfolio Highlights

My New Course

Data Manipulation in SQL

My New Track

SQL Fundamentals

My New Workbook

Competition - drinks promotions

My New Course

Data Manipulation in SQL

Quantitative detective, uncovering the truth hidden in the depths of data.

My Work

Take a look at my latest work.

course

Exploratory Data Analysis in SQL

course

Data Manipulation in SQL

DataLab

Competition - drinks promotions

article

[October 2023] 9-Part Data Analysis Tutorial for Beginner Analysts

PythonTheory
course

Exploratory Data Analysis in SQL

DataCamp Course Completion

Take a look at all the courses I’ve completed on DataCamp.

Courses

Data Manipulation in SQL
Exploratory Data Analysis in SQL
PostgreSQL Summary Stats and Window Functions
Functions for Manipulating Data in PostgreSQL

My Work Experience

Where I've interned and worked during my career.

GetYourGuide | Dec 2021 - Present

Business Analyst (Customer Service Operations)

- Obtaining and organising data from a variety of sources. - Analysing data using statistical methods and devising solutions to business challenges. - Informing managers about findings and the many techniques they might use to solve the situation. - Preparing briefings, visualisations, reports and recommendations for leadership to review. - Uncovering CS tooling opportunities to achieve the most significant possible performance. - Contributing to CS's global workforce management design to improve availability and efficiency. - Working with little supervision and go above and beyond to help colleagues.
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GetYourGuide | Jan 2021 - Dec 2021

Quality Assurance Manager (Customer Service)

N/A

GetYourGuide | Apr 2020 - Jan 2021

Team Lead (Customer Service)

- Motivating and inspiring an international team of ~15 Customer Service Representatives (CSRs) - Coaching a team as they deliver outstanding customer service - Conducting annual performance and people management reviews, in addition to holding biweekly one-to-ones - Motivating low performers and supporting the growth and development of high performers - Acting as a mediator to avoid and resolve conflicts - Supporting the team’s growth by recruiting new team members - Managing daily operations and workflows while keeping the big picture in mind - Defining and analyzing relevant KPIs and reports for the first-level CSR team - Analyzing the feedback from customers and their main contact reasons, and advocating for them within GetYourGuide - Managing my own initiatives and special projects or pilot programs, always with the aim of advocating for our customers and improving customer experience

GetYourGuide | Oct 2019 - Mar 2020

Associate Team Lead (Customer Service)

- Motivating and inspiring an international team of ~15 Customer Service Representatives (CSRs) - Coaching a team as they deliver outstanding customer service - Conducting annual performance and people management reviews, in addition to holding biweekly one-to-ones - Motivating low performers and supporting the growth and development of high performers - Acting as a mediator to avoid and resolve conflicts - Supporting the team’s growth by recruiting new team members - Managing daily operations and workflows while keeping the big picture in mind - Defining and analyzing relevant KPIs and reports for the first-level CSR team - Analyzing the feedback from customers and their main contact reasons, and advocating for them within GetYourGuide - Managing my own initiatives and special projects or pilot programs, always with the aim of advocating for our customers and improving customer experience

GetYourGuide | Sep 2017 - Oct 2019

Corporate Trainer (Customer Service)

- Organising and delivering training sessions (internal and external) - Delivering train-the-trainer courses, to leverage external candidates’ skills & foster internal candidate growth - Conducting training needs analysis to spot opportunities for development - Gathering and analysing data to show the business impact of training - Establishing performance management metrics for the team - Training the company on systems (Desk, Freshdesk, LiveChat, FreshChat, Monet, Talkdesk & NewVoiceMedia) - Establishing LMS & e-learning solutions to create interactive training materials and leverage internal knowledge - Establishing and maintain a knowledge base - Implementing and maintaining a test environment (sandbox) to standardise the onboarding experience. - Helping other departments with their onboarding sessions

GetYourGuide | Apr 2017 - Aug 2017

Customer Service Agent (English, Spanish & French)

- Supporting our customers first and foremost. You will be there to guide the customer through their travel journey, working one-on-one with them to ensure that they love where they're going - Resolving customer inquiries by phone, email and live chat, interactions with authentic, human responses - Using your impressive travel knowledge and expertise to give recommendations and advice, helping customers to build their perfect trip - Escalating customer feedback suggestions and complaints in order to improve the customer experience and build customer loyalty - Assisting other departments in a variety of projects to ensure a seamless customer experience, from before booking to beyond the end of the trip

Self-employed | Jan 2017 - Apr 2017

Private Tutor (Spanish)

- Preparing and giving personalised and engaging lessons - Using both formative and summative feedback to adapt and inform my subsequent lessons - Maintaining relationships with clients - Preparing clients for external examinations - Imparting a love of languages to ensure that learning continues in my absence

Balshaw's Church of England High School | Feb 2016 - Jun 2016

Trainee MFL Teacher (Spanish & French)

A dual role: - Whilst being employed as a trainee teacher, you must also work towards gaining the Post Graduate Certificate of Education (PGCE). All graduate trainees will be expected to fully engage in all relevant school activities including: - Teaching: individuals, small groups, whole class and team teaching - Assessing pupils' work - Planning individual lessons and working as a team on long and medium-term planning - Preparing teaching and learning resources - Building up subject knowledge and generic teaching skills throughout the year - Report writing and parents' evenings - School INSET - Staff / Key Stage / Subject meetings - Health and safety within the school - Graduate trainees will have the pastoral responsibilities of a class teacher - Duties as prescribed by the School - Maintaining the school ethos and aims as defined in its policy statement

Ribblesdale High School | Oct 2015 - Dec 2015

Trainee MFL Teacher (Spanish & French)

A dual role: - Whilst being employed as a trainee teacher, you must also work towards gaining the Post Graduate Certificate of Education (PGCE). All graduate trainees will be expected to fully engage in all relevant school activities including: - Teaching: individuals, small groups, whole class and team teaching - Assessing pupils' work - Planning individual lessons and working as a team on long and medium-term planning - Preparing teaching and learning resources - Building up subject knowledge and generic teaching skills throughout the year - Report writing and parents' evenings - School INSET - Staff / Key Stage / Subject meetings - Health and safety within the school - Graduate trainees will have the pastoral responsibilities of a class teacher - Duties as prescribed by the School - Maintaining the school ethos and aims as defined in its policy statement

Lycée Jules Ferry & Lycée Georges Cormier | Oct 2014 - May 2015

English Language Assistant

N/A

Escuela Oficial de Idiomas de Ávila | Oct 2012 - May 2013

English Language Assistant

- Supporting the teaching of English at all levels by helping adult learners to develop their oral fluency - Having a clear understanding of the requirements of each speaking examination, with appropriate guidance from the Head of English - Helping adult learners prepare for their speaking examinations by taking small groups out of lessons - Organising a timetable for speaking classes, so that adult learners are seen either individually or in pairs outside of lessons - Monitoring attendance at oral classes, reporting absences to the Head of English and tutors - Feeding into the reporting process by providing comments on adult learners’ progress, attitude and effort - Providing extra support for adult learners who might be struggling in English as directed by the Head of Subject and/or the Head of Department - Working with other language assistants to produce suitable displays for the MFL department - Supporting the teaching of English by finding and collating interesting authentic language resources

Self-employed | Oct 2012 - May 2013

Private Tutor (English)

- Preparing and giving personalised and engaging lessons - Using both formative and summative feedback to adapt and inform my subsequent lessons - Maintaining relationships with clients - Preparing clients for external examinations - Imparting a love of languages to ensure that learning continues in my absence

Au Pair in Spain | Jul 2011 - Aug 2011

Au Pair

- Playing with the children and keeping them safe - Advancing the children's existing English language skills - Preparing simple meals and snacks for the children - Helping the children with their homework - Entertaining the children and teaching them about English culture - Taking the children on outings to parks and other activities - Travelling with the host family on vacations and providing care for their children - Cleaning the house

My Education

Take a look at my formal education

PGCE (Post-Graduate Certificate of Education), Secondary Spanish with Qualified Teacher Status (w...University of Cumbria | 2016
Subject Knowledge Enhancement Course (SKE) – French., French Language Teacher EducationThe University of Hull | 2014
BA Hons., Spanish Studies and English LanguageLancaster University | 2014

About Me

Sam Taylor

Hi, I'm Sam! I am a Business Intelligence Analyst, based in Berlin, with a background in the travel industry and education. I'm looking to move into and learn about the Data Engineer & Data Analyst field.

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