Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Affiliations
Timeline
Generic

TAYLOR BINYARD

Summary

Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues. Experienced business leader with demonstrated strategic planning, problem-solving and team-building abilities. Successful at bringing in and training staff to handle customer and business needs. Motivational, diplomatic and respectful of people from different backgrounds.

Overview

13
13
years of professional experience
1
1
Certification

Work History

Dispatcher & Customer Support

Persevere transportation
01.2011 - Current
  • Monitored dispatch board and adjusted call priorities regularly based on caller needs.
  • Communicated with individuals within inbound call center setting to complete support for outbound and inbound calls.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
  • Reviewed and updated account information in company computer system.


Dispatcher & Guest Experience Lead

Ashley HomeStore
09.2018 - 03.2022
  • Ability to troubleshoot problems, to provide solutions, and to make decisions in the best interests of the guest and the company
  • Handling escalation calls, 200 inbound and outbound
  • Promoted high level of guest satisfaction through genuine, enthusiastic and friendly interactions.
  • Monitored QA procedures for adherence by employees, notifying personnel of non-compliance issues.
  • Incorporated technical skills, used CRM systems such as Zen Desk, Salesforce, Hive and etc.
  • Coached and developed associates to improve soft skills and recovery techniques.

Patient Unit Secretary

Englewood hospital
10.2013 - 11.2016
  • Executed clerical tasks and assisted with unit duties to keep departments running smoothly.
  • Retrieved physicians' paperwork, including lab test requests.
  • Direct patient care to patients throughout the shift, secretarial duties including working on EMR system, Admissions and Release log entry, and cross training other medical related conditions.
  • Looked for physical, emotional and symptomatic changes in patient condition and obtained necessary care for medical concerns.

Sales Telemarketer

Health Monitor
11.2013 - 12.2015
  • Patient Education Representative is responsible for representing Health Monitor programs to physician practices and hospitals regionally
  • The position requires over the phone developing relationships, understanding Health Care Provider’s needs, and recommending various options.
  • Broke down objections using friendly, persuasive strategies.
  • Worked well with automatic computer dialing and proprietary software to manage daily call loads.
  • Helped team meet rolling sales goals by maintaining proficiency in company systems, scripts and procedures.
  • Persuaded customers by explaining how products and services meet needs and desires.

Education

Associate of Science -

Eastwick College
Hackensack, NJ

High School Diploma -

Teaneck High School
Teaneck, NJ
06.2012

Skills

  • Service Planning
  • Improving Operations
  • Customer Account Maintenance
  • Client Interaction
  • Aviation Ground Support Software
  • CRM Softwares
  • Multitasking and Prioritization
  • Efficient and Detail-Oriented
  • Responding to Difficult Customers
  • Customer Service
  • Data Entry
  • One Call Resolution
  • Performance Evaluations
  • Workflow Management
  • Script Reading
  • Mentoring and Coaching
  • Information Confidentiality
  • MS Applications
  • Reliable and Punctual
  • Negotiation and Persuasion
  • System Administration
  • Data Quality Management
  • Technical Troubleshooting
  • Critical Thinking
  • Project Coordination
  • Training & Development
  • Supervision & Leadership
  • Technical Guidance

Certification

BLS, EMD, EMT, PCT, Computer proficiency, Barbicide

Accomplishments

  • Promoted from Dispatcher to Guest Experience Lead, in less than 12-months.
  • Led team to achieve [87.5%], earning recognition from upper management and financial reward.
  • Took on tasks that had been originally assigned to colleagues in an effort to decrease their workloads, effectively completing them within their expected time constraints.

Affiliations

  • Member, Small Business Association (2020 - present)

Timeline

Dispatcher & Guest Experience Lead

Ashley HomeStore
09.2018 - 03.2022

Sales Telemarketer

Health Monitor
11.2013 - 12.2015

Patient Unit Secretary

Englewood hospital
10.2013 - 11.2016

Dispatcher & Customer Support

Persevere transportation
01.2011 - Current

Associate of Science -

Eastwick College

High School Diploma -

Teaneck High School

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TAYLOR BINYARD