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Meet Taylor, our Device Operations Manager, who's been with Cents for nearly 4 years now! From Customer Success to Hardware Operations and now Device Operations, Taylor has worn just about every hat at Cents. When she's not orchestrating our fulfillment processes, you can find her catching sunshine outside with her dog Kai, or channeling her inner stoic philosopher. Taylor embodies what it means to be customer-obsessed, and her journey from international relations major to technical operations pro proves that the best career paths are often the unexpected ones.
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What gets you out of bed every morning?
Quite literally speaking, it is my dog Kai jumping on my pillow and waking me up. But outside of that, I'm generally a morning person and I like getting up, having some time with myself before the world starts spinning – doing reading, writing, no phone time, everything like that.
How would you describe working at Cents in three words?
Wash, dry, fold! It’s the core of what we do.
Which Cents value resonates with you the most, and why?
I would definitely say customer-obsessed. I think it's who we are fundamentally and if we were to ever lose that value, we'd lose the soul of Cents. I always go back to asking myself ‘what would best service the customer?’, and I try to push the people around me to do the same because I think that should ultimately drive our mission.
What has your career path looked like?
This is interesting considering I've done a number of jobs at Cents. I started as a Customer Success Manager, seeing clients through their entire life cycle, before I moved on to Hardware Operations where, again, I was still in very close contact with customers but doing more of the fulfillment piece and technical work to get customers live with devices on their machines. Now, I'm doing Device Operations and trying to meld together all of our current fulfillment and onboarding processes. My goal is to flesh out these processes so we can make sure we're covering all of our bases and taking care of our customer, distributor, and technicians' needs alike.
What is your proudest career moment?
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This feels silly to say, but my proudest career moment at Cents was going to a laundromat, opening up the electrical components of a washing machine, doing testing, checking connections, and successfully closing the top of the washing machine again – which is the hardest part of everything because those tops are very hard to get on! Having started my career at Cents after recently graduating from college as an international relations major, I never imagined myself thriving in this technical world. When I was there all by myself, I would say I was very proud of how far I had come from my roots.
What’s your key to making progress each day?
I like starting my mornings very early so I can have time to focus in – I align my priorities for the day and set out what I want to accomplish, make my to-do list, and touch base with any operators or co-workers that I need to before everything is set into motion and I become overly busy. I would say the key to accomplishing is definitely starting the day early when I'm sharpest anyway.
What advice would you give to someone starting their career here?
Make sure you understand the company goals and try to fulfill them the best that you can, even if they fall outside your job description. I'd say if you see a need somewhere in the company, run towards it as fast as you can. All of the other pieces like making sure people are aligned and making sure you have the right people on board will come along with it. If there's a need, it will eventually need to be acted on, so you should see it as valuable to the mission of the company to take the initiative to get it done.
Tell us one thing people don’t know about you.
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Most people probably don’t know that I played badminton in high school -- I was actually the captain of the badminton team. I might have joined because I wanted to get out of PE, but nonetheless, that's how I graduated high school, and it ended up on my college application and is probably somewhere on my CV now. I even trained with a British Olympian for badminton!
A typical weekend for me is…
Seeing friends, seeing family, eating lots of yummy food, going on walks, and trying to spend as much time outside as possible, especially when the weather is still nice! Day-to-day, you’re 9am-5pm inside, so I really value getting outside as much as I can, and going to the beach or somewhere other than the city where it's easier to do outdoor things.
What’s a book, podcast, or show you’ve recently loved?
I just finished reading one of my favorite books that's called The Obstacle is the Way. It's very popular, and it's read by a lot of athletes. It’s based on stoic philosophy and trying to urge people to stop white-knuckling the bad times and to instead stay positive about the inevitable struggles that life presents because they can be a huge area for learning. I feel like I gained so much from that book that it's a book I would go back to and reread throughout the years.
Do you have any mottos, personal mantras, or words you live by?
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My great-grandma used to tell my dad to always ‘eat dessert first in case there's a fire’. But on a more serious note, I like the notion that there’s wisdom in knowing that you know nothing, and that you can always keep learning and always learn from the people around you. Ultimately, approaching life with an ego of thinking you know everything isn't the right way to approach your relationships, your work, or your job. I think the best people know that they know nothing, and I think those are the best people to work with as well.
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