Summary
Overview
Work History
Education
Skills
Affiliations
Certification
Accomplishments
Timeline
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Taylor Binyard

Teaneck,New Jersey

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

14
14
years of professional experience
1
1
Certification

Work History

Client Success Executive

Centivo
01.2023 - Current
  • Member engagement and customer service, claims processing, PBM, provider network arrangements, and employer analytics & reporting.
  • Account management
  • Interacting with brokers/consultants to oversee and resolve issues for clients
  • Preparing and delivering reports on Centivo performance and health and claims data & analytics to your clients and presentation of design and product enhancements.
  • Escalation and Enrollment Calling

Member Service Supervisor

AAA Northeast
03.2022 - 03.2024
  • Ensures delivery of excellent customer service to members contacting the call center, coordinating with internal and external partners to resolve inquires.
  • Monitor dispatch board and assigns road service to internal fleet or contract provider.
  • Explains membership benefits and, if applicable, additional charges related to service
  • Assess the emergency situation and/or contact a roadside assistance provider to ensure prompt service.

Dispatcher

Persevere transportation
01.2011 - 08.2023
  • Monitored dispatch board and adjusted call priorities regularly based on caller needs.
  • Reviewed routes, daily traffic and weather conditions to adjust plans, meeting daily requirements and service needs.
  • Communicated with individuals within inbound call center setting to complete dispatch 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.

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

Bachelor of Science - Social Work

Walden University
Minneapolis, MN

High School Diploma -

Teaneck High School
Teaneck, NJ

Associate of Science -

Eastwick College

Skills

  • Service Planning
  • Improving Operations
  • Customer File Maintenance
  • Calendar and Scheduling Software
  • Verbal and Written Communication
  • Client Interaction
  • Aviation Ground Support Software
  • CRM Software
  • 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 Office
  • Enrollment, Claims, Quality Assurance
  • Reliable and Punctual
  • Negotiation and Persuasion
  • System Administration
  • Data Quality Management
  • Technical Troubleshooting
  • Critical Thinking
  • Project Coordination
  • Training & Development
  • Flexible Schedule
  • Supervision & Leadership
  • Customer Relations
  • Training New Hires
  • Operations Management
  • Business Development
  • Client Account Management
  • Complaint Resolution
  • Appointment Scheduling
  • Product Troubleshooting
  • MS Office Proficiency
  • Systems Analysis

Affiliations

  • Member, Small Business Association (2020 - present)
  • Alpha Phi Honor Society (2023- Present)

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.
  • 4.0 GPA (Alpha Phi Honor Society)

Timeline

Client Success Executive

Centivo
01.2023 - Current

Member Service Supervisor

AAA Northeast
03.2022 - 03.2024

Sales Telemarketer

Health Monitor
11.2013 - 12.2015

Dispatcher

Persevere transportation
01.2011 - 08.2023

Bachelor of Science - Social Work

Walden University

High School Diploma -

Teaneck High School

Associate of Science -

Eastwick College

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Taylor Binyard