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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

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

DataCamp Course Completion

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

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 Analyst field.

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