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Tina Taylor

@tinataylor

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Customer Success leader focused on onboarding, adoption, and scalable enablement.

United Kingdom

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What I'm looking for

I seek a collaborative role in Customer Success or Enablement where I can drive adoption, build scalable knowledge, influence product through customer insights, and improve operational efficiency.

I am a relationship-driven Customer Success professional who champions customer advocacy, mentoring, and continuous improvement across global learning platforms and enterprise workflows.

At Dell Technologies I led pre-release validation, UAT cycles, and end-to-end workflow testing while driving adoption across EMEA and the US, improving CSAT and reducing friction across customer lifecycles.

I have built extensive knowledge resources—authoring 100+ internal articles and a 65-page onboarding guide—designed scalable training programs, and delivered enablement that accelerated ramp-up and self-service outcomes.

I combine stakeholder engagement, data-driven journey optimisation, and process improvement to translate customer feedback into product and operational change that reduces support tickets and improves user experiences.

Experience

Work history, roles, and key accomplishments

Private Class Manager

Dell Technologies

Oct 2022 - Apr 2025 (2 years 6 months)

Acted as customer advocate and subject matter expert for enterprise clients across EMEA & US, leading UAT and pre-release validation for learning products and improving CSAT by 5% while driving adoption and smooth onboarding.

& Customer Success UAT Onboarding Stakeholder Management Product Feedback Cross Functional Collaboration

Senior Analyst

Dell Technologies

Mar 2019 - Jan 2023 (3 years 10 months)

Embedded customer insights into product roadmaps and global learning platforms, led pilot programs and workflow validation that contributed to a 10% YoY reduction in support tickets and improved readiness for releases.

Customer Insights Customer Workflow Validation Pilot Management Testing Support Reduction Knowledge Management Process Improvement

Customer Service Lead

Fixter Ltd

Aug 2018 - Mar 2019 (7 months)

Authored a 65-page onboarding guide that accelerated new-hire ramp-up and standardized service quality, improved Trustpilot sentiment through enhanced feedback loops, and acted as escalation point for complex cases.

Onboarding Training Escalation Management Customer Feedback Process Design & QA Documentation

Global Education Operations Advisor

Dell EMC

Jun 2016 - Jun 2018 (2 years)

Resolved 80%+ of Education Services cases within 48 hours via Salesforce, managed 35%+ of hotline escalations, and contributed to UAT and user guides that reduced repeat tickets and improved self-service.

Salesforce Escalation Management UAT User Guides Project Coordination

Education

Degrees, certifications, and relevant coursework

null

Multiple Certifications, Continuing Professional Development

Activities and societies: Introduction to Cybersecurity; Cybersecurity Awareness: Getting Started with Security Foundations; Dell GenAI Foundations Achievement; TEFL Certified English Teacher; ESOL Level 1 Certificate; Marketing & Advertising Advisor, MIOK

Multiple short courses and certifications completed including cybersecurity, TEFL, and marketing-related credentials.