Wendy J. Taylor, Managing Principal

Wendy is a Performance Coach for high-tech telesales and service teams.  She is also an Executive Coach and Mentor for senior and mid-level managers.  Wendy is a licensed marriage and family therapist in the State of California and has a private practice in the city of Santa Clara, California.  There is no overlap between Wendy's therapy practice and coaching practice.  They are separate businesses with separate clientele.  Within the realm of her coaching practice, Wendy combines 17 years of experience designing, managing, and leading telebusiness teams with ten years of psychological education in counseling psychology and clinical training.   Her unique blend of professional coach competence includes knowledge of the high-tech culture, experience in leadership and management, team-building and motivation, business development, customer service, conflict resolution, sales and service skills acquisition and implementation, communications and interpersonal effectiveness, self-awareness, and awareness of others.  

Wendy began her sales and service career in the mid 1980s.  She delivered quality customer service and qualified sales opportunities on behalf of field sales and channel sales for companies like ITT Information Systems, Qume Corporation, and Everex Systems.   As she developed skill and expertise in the development of short and long-term business relationships by phone, Wendy forged a career in inside sales and call center design, implementation,  management, personnel selection, sales-service training, and sales operations improvement.   In 1992 Wendy won the prestigious American TeleServices Association’s award for the best design and implementation of a telebusiness organization.  Thereafter,  she established Wendy J. Taylor & Associates, an independent telebusiness consulting, interim management, and training company.  

For ten years between 1992 and 2002, Wendy served as interim management and training consultant to companies like 3Com Corporation, Cisco Systems, Digital Pathways, Excite@Home, Fujitsu, Hello Direct, The Mathworks, Netcom Communications, Network Appliance, Rational Software, Resonate, Varian Instruments, Whistle Communications, the Wollongong Group.  She specialized in the design and start-up of telesales and service teams, lead generation and qualification programs, and direct response initiatives.  She hired and trained hundreds of telesales and service personnel and provided them with group training and individualized performance coaching services to help them learn effective interpersonal communications, build and nurture business relationships by phone and Internet, and improve performance for increased productivity.  She collected and analyzed data and produced client company reports on recommendations for operations improvement, compensation programs, hiring and staffing, training, outsourcing, and team motivation.   

To encourage the professional development of  her clientele and the telebusiness community at-large, Wendy presented workshops and wrote articles on how to forecast, design, manage, outsource, and measure the effectiveness of lead qualification and telesales organizations; how to increase work performance and effectiveness; and how to restore morale and promote team-cohesion.   As the 1994 Director of Congressional Visits for the American Teleservices Association, Wendy organized and coordinated in-office visits with U.S. congressional representatives to advocate for ethical telebusiness policies and legislation on Capitol Hill. 
 
In 1996 Wendy forged an independent business alliance with Geoff Alexander & Company (www.alextrain.com).  During her seven-year alliance with Geoff, she sat side-by-side with hundreds of telesales and service reps for high-tech clients  located throughout the U.S., coaching them to utilize Geoff’s world-class enterprise-wide selling, service, and relational skills curricula to improve work performance and accelerate the sales cycle.   In addition, she consulted with sales executives on sales-service strategy and coached telesales managers on how to intensify the power of their own alliances with employees and call center partners.

To learn more about Wendy's background and philosophy, please go to www.wendyjtaylormft.com.