TAYLOR MCKNIGHT
Belleville
Summary
Administrative and operations professional with over 10 years of experience in employee engagement and workforce compliance. Proven success in collaborating with leadership to design impactful employee development programs and facilitate attendance management processes that drive accountability and enhance organizational culture.
Overview
9
9
years of professional experience
Work History
Admin Coordinator
Auto Club Group
Dearborn
12.2024 - Current
- Selected to collaborate with leadership on employee development initiatives, designing mock interview questions and feedback resources to support career growth and internal mobility.
- Partner with supervisors and managers to facilitate structured interview experiences that strengthen employee preparedness, confidence, and professional development.
- Communicate attendance trends and performance concerns to leadership, supporting employee coaching, corrective action, and progressive discipline processes.
- Monitor, track, and document employee attendance, leave usage, and accommodations (FMLA/ADA), ensuring compliance with company policies and departmental standards.
- Schedule and facilitate monthly attendance review meetings with supervisors and biweekly check-ins for employees utilizing intermittent FMLA, promoting accountability and policy compliance.
- Serve as a key resource for attendance, leave, and timekeeping inquiries, fostering transparency and consistency across the department.
- Maintain detailed attendance records and conduct regular audits of Workday time reporting to identify discrepancies and support accurate workforce management.
- Contribute to employee engagement initiatives by coordinating virtual team-building events and morale-boosting activities within a remote work environment.
- Support claims operations by managing claim inquiries and assisting with call volume demands to maintain service levels and enhance customer experience.
- Partner with property claims teams to facilitate the accurate upload and management of claim documentation within XactAnalysis and FACTS, supporting efficient claim handling and adjuster workflows.
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
Auto Club Group
Dearborn
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
Auto Club Group
Dearborn
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 - Occupational Studies
Washtenaw Community College
Ann Arbor, MI05-2026
Skills
- Attendance Administration
- FMLA & ADA Tracking
- Employee Relations Support
- Employee Development Initiatives
- Data Analysis & Reporting
- Policy Compliance
- Interview Coordination
- Employee Engagement
- Microsoft Excel
- Salesforce
- ServiceNow
Timeline
Admin Coordinator
Auto Club Group
12.2024 - Current
Resolution Specialist
Auto Club Group
07.2019 - 12.2024
ERS Customer Advocate
Auto Club Group
09.2017 - 07.2019
ERS Customer Advocate
Auto Club Group
06.2017 - 09.2017
Associate of Applied Science - Occupational Studies
Washtenaw Community College