Autumn Taylor

Well versed customer service advocate, with management/admin experience. Versatile experience in all aspects of a business front and back end making an excellent asset to any team.

Student Services Representative at Tennessee Professional Training Institute (2025-09 – 2025-12)

Maintained SLSD records and provided clerical and administrative support for student files, job placement coordination, and training programs.

• Maintain SLSD records and perform clerical duties related to student files and documentation.
• Assist with student job placement and coordinate employer communication.
• Utilize STARS, Lumion, and IMK software for tracking, reporting, and scheduling.
• Support student success by providing guidance and administrative support throughout training programs.

Payroll Specialist and Scheduling Coordinator at Gale Nurse Staffing (2025-02 – 2025-03)

Processed high-volume, multi-state payroll and managed shift scheduling across multiple nursing facilities.

• Processed high-volume, multi-state payroll for nursing staff.
• Reviewed timesheets, managed manual adjustments
• Maintained compliance with payroll policies
• Generated payroll reports supporting leadership in audits and decision-making.
• Assigned shifts and managed last-minute changes for adequate coverage across multiple facilities.
• Acted as point of contact for payroll and scheduling inquiries, delivering clear communication to staff.

Customer Service Representative at Connexus (2023-12 – 2025-01)

Managed high volume of customer inquiries with focus on call resolution efficiency and customer satisfaction.

• Managed over 50 customer inquiries daily
• Monitored call resolution times, boosting department performance metrics by 15%.
• Improved customer satisfaction by consistently exceeding targets.

Owner / Operator at A&R's Painting and Pressure Washing LLC (2022-08 – 2023-12)

Managed all aspects of painting and pressure washing business including operations, team supervision, client relations, and financial management.

• Managed day-to-day operations including scheduling, budgeting, and client relations.
• Conducted on-site estimates, negotiated contracts, and ensured project completion within scope and timeline.
• Supervised a team of painters, providing training on quality standards, safety compliance, and customer service.
• Maintained business finances—handled invoicing, expense tracking, and vendor payments.

Customer Service Representative at InTouch (2021-08 – 2022-10)

Delivered multi-channel customer support with focus on product recommendations and case escalation management.

• Delivered multi-channel customer support via phone, email, and chat.
• Provided customised product recommendations, fostering loyalty and repeat business.
• Coordinated escalated cases across departments
• Maintained SLAs by balancing speed, accuracy, and quality in all interactions.
• Achieved SLA targets consistently across all service channels.

Tier 2 Supervisor at Concentrix (2020-11 – 2021-07)

Supervised team of 15+ employees with focus on process improvements, team coaching, and customer experience enhancement.

• Supervised a team of 15+ employees
• Championed process improvements through detailed records of customer interactions.
• Improved team performance through effective coaching and supervision.
• Enhanced customer experience, converting complaints into loyalty.
• Maintained comprehensive records for reporting and process optimization.

BS Criminal Justice Administration