True North Coaching & Consulting

True North Coaching & Consulting exists to help people build a fulfilling life by aligning their goals, values, and actions.

Services include personal coaching, group coaching, and business consulting. 

Reach out if you're interested in learning more: support@true-north-coaching-consulting.com.

Principal Consultant

Gideon Taylor

Gideon Taylor helps our clients to revolutionize business processes through a variety of tools, including the GT eForms platform, Ida (AI-enabled chatbot) and managed/consulting services for all things PeopleSoft. 

As a Functional Analyst, I primarily help clients to design, build, document, and implement eForms to make their business processes more simple, efficient, effective, and flexible (aka: SEEF-ful). 

Highlights: 

- Worked with internal and external teams to deliver a high-complexity form (managing external participants, augmented routing, a robot approver to hold forms, etc.) on-time and within budget

- Trained multiple classes of 7 - 25 individuals on use of the GT eForms tool, receiving exemplary client feedback

- Developed a project plan to manage 25 Advanced Product courses (and counting)

- Led an effort to clean up historical client data from 15+ locations

Functional Analyst II

JobNimbus

JobNimbus offers CRM and Project Management software with the simple goal of "Making contractors heroes." The software serves as a one-stop-shop for marketing, estimating jobs, placing material orders, communicating with customers, and collecting payment when the job is done. 

My role was under a centralized Operations team, serving as an "internal consultant" to the CX division as they underwent a period of rapid change, growth, and improvement. 

This position was ultimately made redundant/eliminated during a restructure of the CX organization.

Highlights: 

- Shipped my first deliverable within 3 days of completing company onboarding. 

- I built out over 12 HubSpot automations & processes for the CX team.

- Learned the basics of PowerBI (including Power Query and some DAX), and basics of being a HubSpot admin in my first 60 days

- Served as an internal consultant to represent the needs and capabilities of 3 different departments (CX, Product, and Operations). 

- Completed 15+ ad-hoc projects for the CX department.

- Analyzed the existing customer health score to find root causes for why it was ineffective.

Business Operations Analyst

Utah Valley University

In this role, I was responsible for career coaching, employer relations, and job placement for the Graduate Studies Office in the Woodbury School of Business. This position oversaw these aspects for the MBA and MFPA programs in the school. 

I was able to (literally) write the book on a full student career journey, from figuring out what you want to be in your next role(s), to networking effectively, to best practices for resumes & interviews, to salary negotiation. 

I took this role from a career counselor to a more externally-focused position, building relationships with businesses and creating a more personal approach to job-seeking for our students. 

Highlights: 

- Designed and distributed a survey to gather data for continued AASCB accreditation for the MFPA program at UVU in the first two weeks on the job.

- Sourced over 200 network/career contacts for students in the first 6 months

- Directly (via introductions to industry connections) or indirectly (through helping update resumes, tips for interviews, etc.) placed 26 students into jobs & internships

- Coordinated with industry leaders to host 10+ networking & professional development events. Some of these events included directors, VP's, and C-Suite level contacts for our students. 

- Designed, distributed, and analyzed data from 5+ surveys per semester to track student employment data, sentiment, and key feedback. 

- Developed, implemented, and optimized processes for career journey and placement.

- Used ClickUp to manage relationships with students and employers, as well as handle to-do items for events and miscellaneous projects

Manager - Graduate Career/Employer Relations

Zero To Ten

Zero to Ten provides training on how to get and give peer-to-peer coaching to accelerate performance. In addition to trainings, we provide a software to help connect you to coaches within and without your organization. 

In this role, I oversaw day-to-day customer operations and several marketing channels. This included providing technical support/assistance, creating and maintaining Help Center documentation, and knowing customer trends to make recommendations for future success. By leveraging data, I increased successful coaching connection rates from less than 20% to as high as 60% from January 2021 to June 2021, decreased time from request to coaching completed by half, and increased the percentage of active users.

As part of my marketing responsibilities, I managed to hit or exceed reach-out quotas and booked nearly a dozen sales/discovery appointments for our executive team. In fact, many email campaigns I wrote and sent were read by over 20% of the audience.

Highlights:

- Coordinated with the Chairman of the Board, founding partners, and C-Suite to develop, inform, and execute customer success strategy.

- Used data-driven insights to predict end-user engagement and develop best practices to drive activity. These best practices increased app engagement by over 200% in the first three months. Insights gained from this role led to the development of key app features, further increasing engagement.

- Manage weekly email marketing to promote upcoming events and offers for potential customers. This email campaign is routinely read by >20% of recipients, with approximately 80% of those who read the email clicking on embedded links.

- Led a team of scholarship students to be ambassadors for Zero to Ten's coaching methodology, and helped them achieve their own goals (ranging from career, to personal and scholastic).

- Coordinated approximately 20 speaking engagements with SHRM & ATD chapters across the country to learn about Zero to Ten's coaching methodology.

Customer Acquisition and Success Manager

Vivint Smart Home

Vivint is a leader in security and smart home automation. In this role, I led two teams, comprising of approximately 25 individuals (total). These teams helped customers transition to Vivint from another alarm company, or helped them stay with Vivint when approached by a competitor. 

This role began as a simple customer service manager role, but morphed into a combination of sales ops/enablement, project management, and liaison between several departments.

Highlights:

- Managed day-do-day operations and disbursement of an annual sales budget of over $5,000,000. 

- Assisted in development, implementation, and modification of Key Performance Indicators to drive successful case management. 

- Saw a 25% team-wide decrease in time elapsed to case resolution

- Improved customer experience (as shown in a 10-point increase in average NPS scores)

- Managed and resolved pay disputes for Vivint’s door-to-door sales reps, including a weekly audit for the VP of Sales. Sales rep pay deductions became over 95% accurate through this audit.

- Collaborated with leaders across multiple departments (sales, IT, retention, etc.) to co-create vital processes and streamline integration of process.

- Used process mapping to find key bottlenecks and coached on best practices to keep cases moving & progressing

- Oversaw 25+ nationwide outbound campaigns that kept approximately 1,000 accounts with Vivint

Team Lead, Competitive Response & Tamper

I took place in a Leadership Development rotation, designed to help high-potential team leaders gain exposure to other areas of the business. 

During this rotation, I helped with training a class of approximately 30 new hires. This involved two weeks of classroom training, as well as two weeks of on-the-phones training for these reps. 

I had the chance to work with the LMS Management team to update key documentation for the department, and provided general support as needed.

Training Rotation

Created, implemented, optimized, and coached on a system to increase case management efficiency by 25%.

Optimized the process to become a team leader in closed accounts and time elapsed from opening to completion.

Consistently scored well above expectation in call quality and NPS/aNPS scores.

Competitive Response Representative

Coordinated with customers, field service professionals, and other representatives on my team to successfully manage customers' moves.

Consistently scored well above expectation in quality and NPS/aNPS scores.

Utilized principles from Vivint’s peer coach program to improve leadership skills.

Account Manager (Moves Department)

Inside Sales Representative

I was personally recruited to be on the newly-formed Moves Team within Vivint's Customer Excellence team. In this role, we helped to develop and inform a standardized process for Vivint customers to transfer their system to a new location, or change ownership of their existing agreement.

Account Manager, Moves Department

Account Manager

I am a systems thinker with a passion for personal and organizational development. I love driving change and improving organizational performance. I believe that the best way to do that is at the intersection of people, process, and culture.

If you're looking for personal/group coaching, or business consulting, check out my page: https://www.true-north-coaching-consulting.com/

Let me know if you ever want to grab tacos (or hear a random/cool animal fact).

Taplio

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