Open to opportunities

Taylor Thomas

@taylorthomas7

Message

Detail-oriented operations and people leader delivering exceptional service and compliant resolutions.

United States

Message

What I'm looking for

I’m looking to lead daily operations and people processes where I can deliver exceptional customer experiences, run structured investigations, and apply compliance knowledge to create fair, measurable improvements.

I’m a detail-oriented management professional with over four years of leadership experience providing exceptional customer service and addressing workplace concerns within a multi-staff retail environment. I bring structured investigative fact-finding, conflict resolution, and evidence documentation to support clear, fair decision-making.

In leadership roles as Life Spa Leader and General Manager, I directed day-to-day operations, planned schedules, and managed staffing coverage to meet fluctuating demand. I resolved client and employee concerns end-to-end by interviewing staff, evaluating documentation, and implementing corrective action plans that improved customer satisfaction and retention.

I’m also well-versed in federal anti-discrimination statutes, including Title VII, the ADA, and the ADEA, and I collaborate with Human Resources to support accommodation requests aligned with state and federal employment laws. Recognized as Manager of the Year (2021), I continuously coach teams on customer service protocols, company procedures, and compliance standards to strengthen service quality and reduce operational risk.

Experience

Work history, roles, and key accomplishments

Life Spa Leader

Life Time

Jun 2024 - May 2025 (11 months)

Directed day-to-day operations of a wellness spa and salon, managing scheduling and staffing to meet fluctuating demand. Resolved client service complaints through structured fact-finding and corrective action planning, partnering with HR on religious and disability accommodations while maintaining audit-ready confidential records.

Scheduling Customer service management Fact Finding Conflict Resolution Public Speaking

General Manager

Massage Envy

Jun 2020 - Mar 2023 (2 years 9 months)

Led operations of a wellness clinic, achieving monthly sales goals while ensuring high-quality client experiences. Conducted investigations into employee performance, conflicts, and policy violations; implemented data-driven corrective actions, trained staff on service/compliance protocols, and earned Manager of the Year (2021).

Clinic Operations Sales Goals Policy Compliance Conflict Resolution Client Retention

Front Desk/Sales Associates

Massage Envy

Dec 2018 - Jan 2020 (1 year 1 month)

Provided customer service by scheduling appointments, checking in clients, and selling wellness services while maintaining daily operational standards through accurate opening/closing and shift-change procedures. Earned Sales Associate of the Year (2019).

Customer Service Appointment Scheduling Wellness Sales Upselling

Substitute Teacher

Appleton

Nov 2017 - Oct 2018 (11 months)

Delivered instruction for grades K–12 across multiple subjects, creating lesson plans and maintaining classroom engagement. Managed behavioral and procedural issues with sound judgment to ensure continuity of learning.

K 12 Instruction Lesson planning Classroom Management Student Engagement Time Constrained Teaching

Enrichment Specialist

Birmingham Engaging in STEM AmeriCorps (BETA)

Sep 2016 - Sep 2017 (1 year)

Collaborated with educators to implement structured academic curriculum across classrooms and student cohorts through weekly programming. Delivered after-school presentations, co-chaired the Team Building Committee, and was selected as an AmeriCorps Speaker for Mayor’s Day (2017).

Academic Curriculum Implementation After School Program Delivery Public Speaking Program Coordination Team Building Volunteer Engagement

Congressional Intern

U.S. Representative Terri A. Sewell

Jun 2014 - Aug 2014 (2 months)

Reviewed and documented constituent complaints and inquiries involving federal programs, routing matters for appropriate action. Completed grant research, compiled data into structured spreadsheets, and prepared written briefing packets for oversight and reporting.

Documentation Data Structuring

Volunteer Docent

Birmingham Civil Rights Institute

Jan 2009 - Aug 2010 (1 year 7 months)

Served as a certified docent providing guided educational tours and formal presentations on African American civil rights history and civic engagement. Contributed to public outreach initiatives supporting community education through the Legacy Youth Leadership Program (LYLP).

Civil Rights Education Community Outreach

Education

Degrees, certifications, and relevant coursework

Harvard Business School Online

CORe Credentials of Readiness Certificate, Business Analytics, Economics for Managers, and Financial Accounting

2024 -

Completed the CORe (Credentials of Readiness) program in Business Analytics, Economics for Managers, and Financial Accounting through Harvard Business School Online in June 2024.

Vanderbilt University

Bachelor of Arts, Political Science

2015 -

Activities and societies: National Achievement Scholarship Recipient; Program Coordinator, Leadership Hall.

Pursued a Bachelor of Arts in Political Science at Vanderbilt University starting August 2015, receiving a National Achievement Scholarship and serving as Program Coordinator for Leadership Hall.