Maritza Ivy Taylor

When I stepped in as Call Center Manager at Bardi Home Services, I spent my first weeks listening to calls. Not to catch mistakes, but to hear what customers needed and where my team was getting stuck.

What I heard shaped everything. I built coaching sessions around real calls, so each of my 25+ representatives knew exactly what great looked like. Customer satisfaction went up, handle times came down and more calls turned into booked appointments.

I also changed how we hired and welcomed new people. Better recruiting, interviewing and onboarding took retention from 68% to 84%, and we met our service levels through peak season. When customers had a complex problem, we owned it, and resolution time dropped from a full week to 48 hours.

Our contact center was paying a third-party service $3,000 a month to answer calls we couldn’t get to. I knew there was a better way.

I implemented and trained an AI answering service to answer customer calls and book appointments on its own. We kept our booking conversion where it was, improved our answer rate, and eliminated the outside service entirely. My team could focus on the conversations that truly needed a person.

I spent five years as a Website Design Lead and Digital Marketer at Studio One Multi Media, helping small businesses and organizations look as good online as they are in person.

I refreshed brands to reach the customers they were missing, created promotional graphics and tracked every campaign in Google Analytics. One client saw conversions grow 78% in a single quarter. I rebuilt a broken website that went on to support $1.2M in new contracts, and helped a small business write the plan that won them a state start-up grant.

I love the small town flavor of this city, where everyone seems to know everyone.

I believe the interactions we have at the gas station, the grocery store and the bank are essential to our quality of life. That’s why I partnered with the City of Winston-Salem on its Keep Winston Clean initiative, and why I’m looking for more ways to give back to the community I call home.