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Taylor Paletta

Community Manager

Saint Augustine, FL, USA
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Senior Technical Support Engineer
Gong.io
Full time8/2022 - 2/2023 
  1. - Increased case deflection rate from 18% to 35% by working closely with Customer Operations Team to tune chatbot behavior and responses.
- Led community outreach efforts by providing regular best practices. During this time, membership in the community grew by 25%.
- Partnered with the Employee Experience team to launch the Women at Gong community. It’s become an important part of Gong culture, with over 300 members (over 25% of the company).
- Revamped and operationalized “Office Hours” processes to ensure high-quality customer experiences, internal knowledge capture, and team growth.
- Maintained a 97% CSAT rating throughout my tenure while handling highly technical and escalated cases.

Education
University of Utah
Full Stack Web Development
BootcampClass of 2020
Skills
Technical supportCommunity supportProject managementProblem-solvingTrouble shootingGeneral reliabilityProblem-solving skills
Experience
Mid-level3-5 years
Hourly rate
$45/hr
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