Taylor Pawlak
Buffalo,NY
Summary
Team-oriented professional prepared to take on leadership responsibilities with focus on driving results and fostering collaboration. Proven success in managing teams, overseeing project execution, and adapting to dynamic work environments. Known for reliability, flexibility, and strong organizational skills, ensuring seamless team operations and achievement of goals.
Overview
8
8
years of professional experience
Work History
Team Lead
Tops Friendly Markets
02.2023 - Current
- Trained new team members by relaying information on company procedures and safety requirements.
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
- Coached team members in techniques necessary to complete job tasks.
- Performed store opening, closing, and shift-change actions and kept accurate shift-change logs.
- Assisted customers by answering questions and fulfilling requests.
- Processed both cash and card purchases and returns.
- Maintained a clean and inviting checkout area, contributing to an enjoyable shopping experience for customers.
- Balanced cash drawers at the end of each shift, ensuring accuracy in financial reporting.
Customer Service Representative
Spectrum
10.2024 - 03.2025
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
Provider Service Rep
Highmark BCBS
09.2022 - 05.2023
- Review claims and send for reprocessing if needed
- Provider member benefits to Doctors Offices/Facilities
- Reviews CPT codes for authorization
- Provide Authorization statuses
- Route correspondence to correct department
- Assist Providers with in and out of network statuses
- Coordinated with internal departments on behalf of providers to ensure timely payment resolution for claims disputes or other financial matters.
- Increased efficiency by accurately entering provider data into company systems and databases.
Team Lead
CRST Home Solutions LLC
06.2022 - 09.2022
- Resolved customer service issues using company processes and policies and provided updates to customers
- Coached new team members on service techniques and provided scoring through quality assurance program
- Conferred with customers about concerns with products or services to resolve problems and drive first call resolution
- Provided primary customer support to internal and external customers in fast-paced environment
- Increased efficiency and performance by monitoring team member productivity and providing feedback
- Increased efficiency and team productivity by promoting adherence to operational best practices and company policies
Quality Assurance Specialist
CRST Home Solutions LLC
01.2019 - 06.2022
- Help agents improve their performance with specific instructions and constant support.
- Participate in calibration sessions to maintain consistency in internal evaluations.
- Discuss and explain feedback with agents in regular meetings
- Review a subset of support agents’ conversations (calls, emails, chat
- Monitor customer service performance on the agent and team level
Customer Service Representative
Installs LLC
04.2018 - 01.2019
- Inbound/Outbound call
- Identify and assess customers’ needs to achieve satisfaction
- Build sustainable relationships and trust with customer accounts through open and interactive communication
- Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
- Keep records of customer interactions, process customer accounts and file documents
Cashier
Chef's Restaurant
12.2017 - 02.2018
- Accept payment from customers and make change as necessary
- Assisted co-workers.
- Greeted customers in the restaurant or drive-thru, took and rang up orders, handled payment and thanked customers
- Took orders from patrons for food or beverages for the take-out window
- Provided guests with menus
- Assisted guests with placing orders in an informative and helpful fashion.
Customer Service Representative
Center One
04.2017 - 10.2017
- Obtains client information by answering telephone calls; interviewing clients; verifying information.
- Determines eligibility by comparing client information to requirements.
- Establishes policies by entering client information
- Informs clients by explaining procedures; answering questions; providing information.
Education
Associate Degree - Criminal Justice
Erie Community College Online
Buffalo, NY12-2026
Skills
- Active listening
- Communication
- Computer skills
- Customer service
- Interpersonal skills
- Leadership
- Management skills
- Problem-solving
- Time management
Timeline
Customer Service Representative
Spectrum
10.2024 - 03.2025
Team Lead
Tops Friendly Markets
02.2023 - Current
Provider Service Rep
Highmark BCBS
09.2022 - 05.2023
Team Lead
CRST Home Solutions LLC
06.2022 - 09.2022
Quality Assurance Specialist
CRST Home Solutions LLC
01.2019 - 06.2022
Customer Service Representative
Installs LLC
04.2018 - 01.2019
Cashier
Chef's Restaurant
12.2017 - 02.2018
Customer Service Representative
Center One
04.2017 - 10.2017
Associate Degree - Criminal Justice
Erie Community College Online
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