Chelsea Taylor

I've been in my field for 5 years and with Global Payments for about 8 years total. My mom previously worked for the company when it was called TSYS, and she had an early retirement there. I found a role as a call center person, answering phones and helping merchants. Within a year of being on the phones, I branched out to become a quality analyst for the company, helping coach the team members on how to best serve their customers and train them. Then I moved over to my current role as strategic analyst to look more into the numbers aspect of it all. Now I focus on staffing analysis for our call centers, making sure we have enough staff to answer phone calls while meeting service level goals and satisfying customers. I analyze data, look at upcoming trends regarding fees and charts, and identify potential upticks in call volume, then bring recommendations to operations for decision-making. One of my most notable achievements was being part of a project that saved the company over $2.6 million. We were looking at a staffing initiative and directed them to have more skills on agents, which meant they needed fewer agents to hire. It was a big project that took a lot of time, but we successfully completed it with positive reviews.