Laurent Taylor

Customer Service, Operations, Training, and Client Experience professional with nearly 10 years of experience supporting global customers across logistics, e-commerce, and technology environments. Recognized for leadership in training, operational excellence, and process improvement. Experienced in escalation management, cross-functional collaboration, coaching, audit readiness, and delivering premium customer experiences in international organizations including DHL Express and Amazon.

Customer Care Network Sr. Advisor at DHL Express (2019-01 – Present)

Manage complex customer cases, shipment exceptions, and international network escalations in a fast-paced global environment.

• Train newly hired advisors and experienced employees on Center of Excellence (COE) standards and audit requirements.
• Develop and deliver training materials that improve advisor readiness and operational consistency.
• Currently support ongoing coaching and knowledge sharing on COE topics across the team.
• Partner with cross-functional teams to resolve high-priority customer issues while maintaining premium service standards.
• Received Employee of the Quarter (2025) in recognition of performance and contributions.
• Awarded Employee of the Year (2025) for creating impactful training materials and leading a successful training project.

Seller Support Associate at Amazon (2017-01 – 2019-12)

Supported marketplace sellers across North America and Mexico with account, operational, and service inquiries.

• Resolved complex cases while meeting productivity and quality expectations.
• Collaborated with internal teams to drive timely issue resolution.

Customer Service & Account Support at Sykes / HPE Enterprise (2015-01 – 2017-12)

Provided customer support, account assistance, dispatch coordination, fraud case handling, and stakeholder communication.

• Delivered high-quality customer service in a multinational environment.

Marketing – Universidad San Marcos

– St. Marks High School