TAYLOR MCKNIGHT
Belleville,United States
Summary
Results-driven administrative and customer service professional with over 10 years of experience in high-volume, fast-paced environments. Known for improving processes, resolving complex issues, and supporting departmental operations through detailed coordination and strong communication.
Overview
8
8
years of professional experience
Work History
Admin Coordinator
Auto Club Group
Dearborn, MI
12.2024 - Current
- Track and record employee attendance
- Monitor and track employee time off against available time against CSC’s attendance standards
- Track and record usage of time taken under the Family Medical Leave Act (FMLA) and Americans with Disabilities Act (ADA)
- Monitor, track, and record employee attendance against the company’s and CSC’s attendance standards
- Track and communicate employee attendance performance against standards to assist the leadership team with the progression of employees through the appropriate discipline levels
- Schedule meetings with supervisors and managers to audit employee attendance trackers
- Employees with approved intermittent FML, meetings will be scheduled bi-weekly
- All other employees, meetings will be scheduled monthly
- Review appropriate Workday time reporting records to ensure accuracy of attendance
- Track and record employee attendance
- Monitor and track employee time off against available time against CSC’s attendance standards
- Track and record usage of time taken under the Family Medical Leave Act (FMLA) and Americans with Disabilities Act (ADA)
- Monitor, track, and record employee attendance against the company’s and CSC’s attendance standards
- Track and communicate employee attendance performance against standards to assist the leadership team with the progression of employees through the appropriate discipline levels
- Schedule meetings with supervisors and managers to audit employee attendance trackers
- Employees with approved intermittent FML, meetings will be scheduled bi-weekly
- All other employees, meetings will be scheduled monthly
- Review appropriate Workday time reporting records to ensure accuracy of attendance records
- Track and record employee attendance
- Monitor and track employee time off against available time against CSC’s attendance standards
- Track and record usage of time taken under the Family Medical Leave Act (FMLA) and Americans with Disabilities Act (ADA)
- Monitor, track, and record employee attendance against the company’s and CSC’s attendance standards
- Track and communicate employee attendance performance against standards to assist the leadership team with the progression of employees through the appropriate discipline levels
- Schedule meetings with supervisors and managers to audit employee attendance trackers
- Employees with approved intermittent FML, meetings will be scheduled bi-weekly
- All other employees, meetings will be scheduled monthly
- Review appropriate Workday time reporting records to ensure accuracy of attendance records
- Organized team events to promote a positive work from home environment.
Resolution Specialist
Auto Club Group
Dearborn
07.2019 - 12.2024
- Worked in the Member Relations and Quality department to support members and agents with login assistance, AAA Drive troubleshooting, and digital navigation issues.
- Provide direct member support through multiple platforms including Point of Contact (POC), ServiceNOW, and Salesforce to ensure seamless website navigation and technical resolution.
- Monitor and respond to member inquiries across 13 shared email inboxes and the ACG social media queue using Khoros, maintaining high service standards and response times.
- Apply relevant laws, regulations, policies, and established precedents—combined with department expertise—to investigate and resolve complex member concerns with fairness and consistency.
ERS Customer Advocate 2
Auto Club Group
Dearborn, United States
09.2017 - 07.2019
- Work with ERS stations to secure and dispatch service with in ACG network and out of network
- Also worked directly with expediting service and resolving escalated calls regarding high wait times and or service not provided.
- Work in a high stress call center as a customer advocate dispatching emergency roadside services while providing attentiveness and excellent customer service skills to valued AAA members to get them on and/or off the side of the side of the road as quickly as possible as AAA guarantees.
ERS Customer Advocate 1
Auto Club Group
Dearborn, MI
06.2017 - 09.2017
- Responded to incoming calls from AAA members in need of emergency roadside assistance, accurately gathering service details and dispatching help in a timely manner.
- Maintained a calm and customer-focused approach in high-volume situations to ensure member safety and satisfaction.
Education
Associate of Applied Science - Computer And Information Systems Security
Henry Ford College
Dearborn, MI08.2026
Bachelor of Arts - Cognitive Psychology
University of Michigan, Dearborn
Dearborn, MI08-2020
Skills
- Administrative Leader & Coordination
- Customer Experience Optimization
- Leadership & Team Support
- Data Analysis & Reporting (Excel, Pivot Tables)
- Technical Support
- Workflow & Process Improvement
- Salesforce & ServiceNOW Navigation
- Internal Communications & Email Management
- Social Media Queue Monitoring (Khoros)
- Multi-Department Collaboration
- Time Management & Prioritization
Timeline
Admin Coordinator
Auto Club Group
12.2024 - Current
Resolution Specialist
Auto Club Group
07.2019 - 12.2024
ERS Customer Advocate 2
Auto Club Group
09.2017 - 07.2019
ERS Customer Advocate 1
Auto Club Group
06.2017 - 09.2017
Associate of Applied Science - Computer And Information Systems Security
Henry Ford College
Bachelor of Arts - Cognitive Psychology
University of Michigan, Dearborn