Taylor Nakamura
Customer Support Representative
âThe Knowledge Architectâ
Global Support Lead | 24/7 Operations | Follow The Sun
ð Vancouver, BCðž 9 years experienceðĒ Customer Success
ðĪ About
Notices repeat questions and builds proactive self-serve resources that deflect tickets before they happen.
Taylor has coordinated support responses during natural disasters, server outages, and holiday rushes. Unflappable under pressure, they view support as the literal backbone of customer loyalty and retention.
ðŠ Key Strengths
Knowledge Base CreationTicket DeflectionProcess Improvement
ðž Work History
Shopify
Support Team Lead
2018â2024
- Managed 20+ remote agents across 5 time zones
- Reduced average response time from 4h to 15m
Hootsuite
Support Agent
2015â2018
- Consistently top 5% in volume handled
ð Industry Certifications
Other
â Customer Service Management Certificate
ASQ/IASSC
â Six Sigma Yellow Belt
ð Education
B.A. International Relations
UBC
2015
ð ïļ Skills
Team LeadershipGlobal OperationsQuality AssurancePerformance CoachingSLA ManagementMultilingual SupportProcess OptimizationReporting