Yvonne Taylor
Glendale
Summary
Customer service professional with a proven track record in improving client satisfaction in aviation education and finance. Skilled in empathetic issue resolution and effective communication, consistently achieving high satisfaction ratings. Bilingual in English and American Sign Language, committed to fostering inclusive service environments.
Overview
18
18
years of professional experience
Work History
Customer Service Representative
CVS HEALTH CORPORATION/AETNA DENTAL
Phoenix
2026.02 - Current
- Resolve customer complaints with empathy, achieving high satisfaction levels and fostering loyalty.
- Educate customers on dental benefits and addressed concerns regarding claim processing to enhance understanding.
- Assist customers by providing accurate information on benefits and claims.
- Collaborate with departments to resolve complex issues, ensuring customer needs were effectively met.
- Develop strong relationships to inform customers about benefits and claim procedures.
- Navigate multiple computer systems swiftly while balancing performance metrics.
- Maintain professionalism under stress, effectively diffusing tense situations.
- Handle confidential information in compliance with HIPAA regulations.
Professional Chauffeur
Lyft and TaylorMade Travel LLC
Glendale
2022.10 - Current
- Transport passengers safely across diverse locations, ensuring reliable service.
- Maintain vehicle cleanliness and functionality through regular inspections and servicing.
- Communicate effectively with passengers to enhance comfort during rides.
- Utilize GPS systems for efficient navigation, optimizing travel routes to minimize delays.
- Manage booking schedules to ensure timely pickups and drop-offs.
- Demonstrate professionalism while interacting with diverse clientele in various situations.
- Adhere to traffic regulations and company policies, prioritizing passenger safety.
- Assist passengers with luggage to facilitate smooth boarding experiences.
Customer Service Agent (CSA)
Unifi Aviation LLC
Phoenix
2024.11 - 2025.11
- Delivered efficient, friendly customer service to diverse travelers in aviation environment.
- Managed ticketing and check-in processes using GoNow and SkySpeed systems.
- Announced flight information to provide timely updates for passengers.
- Assisted passengers with baggage services and in-flight upgrades to improve travel experience.
Professional Shuttle Driver
Airport Shuttle of Phoenix
Phoenix
2022.10 - 2024.11
- Provided reliable shuttle services to clients in luxury vehicles.
- Transported clients to and from airports and hotels with a focus on customer comfort.
- Achieved consistent 5-star ratings for service quality and communication.
Administrative Specialist Sr.
Gateway Community College
Phoenix
2014.08 - 2022.10
- Provided comprehensive administrative support across multiple college departments.
- Managed travel arrangements and student grievance processes for deans with efficiency.
- Utilized contract lifecycle management system for streamlined contract administration.
- Assisted cross-departmental functions during staffing shortages to maintain operational continuity.
Administrative Assistant I
Paradise Valley Community College
Phoenix
2008.01 - 2014.08
- Supported the Vice President and Dean of Student Affairs with administrative tasks and event coordination.
- Coordinated special events and projects, enhancing student engagement.
- Provided customer service to a diverse population, ensuring satisfaction.
- Maintained confidentiality and managed sensitive information effectively.
Administrative Secretary III
Health and Exercise Science Division, Fitness Center
Phoenix
2008.01 - 2012.01
- Managed administrative functions and communication for Fitness Center, enhancing member engagement.
- Compiled and maintained confidential records and databases.
- Coordinated work assignments and acted as liaison for Division Chair, ensuring smooth operations.
- Developed newsletters and updated department website to streamline communication.
Education
Associate of Applied Science - ASL and Speech Language Pathology
Paradise Valley Community College
Phoenix, AZ2017-01
Certificate of Completion - Deaf Studies
Phoenix College
Phoenix, AZ2015-01
Associate of Applied Science - Computer Programming
Borough of Manhattan Community College
New York, NYSkills
- Customer relationship management
- Customer interaction software
- Personal service guidance
- Remote support tools
- Office and Google tools
- SharePoint and Teams
- Travel coordination tools
- Adobe Acrobat Pro
Accomplishments
- Achieved a 5-star customer service rating across multiple roles
- Successfully managed administrative functions for senior leadership in educational institutions
- Top Sales Award - 2002
Additional Information
Clean Driving Record, 5-Star Rating for Customer Service Excellence, Unarmed Security Guard Card
Professional Development
- Member of the American Sign Language (ASL) Interpreter Preparation Program (IPP)
- Member of the Maricopa Council on Black American Affairs (MCBAA)
- Member of the Women’s Leadership Group (WLG) Mentor Program
- Member of Phi Theta Kappa International Honor Society
- Strength Quest: 'Discovering and Maximizing Your Talent'
- MCCCD Supervisor Development Program
- Franklin Covey’s Focus: 'Achieving Your Highest Priorities'
- Franklin Covey’s 'The 6 Critical Practices for Leading a Team'
Timeline
Customer Service Representative
CVS HEALTH CORPORATION/AETNA DENTAL
2026.02 - Current
Customer Service Agent (CSA)
Unifi Aviation LLC
2024.11 - 2025.11
Professional Chauffeur
Lyft and TaylorMade Travel LLC
2022.10 - Current
Professional Shuttle Driver
Airport Shuttle of Phoenix
2022.10 - 2024.11
Administrative Specialist Sr.
Gateway Community College
2014.08 - 2022.10
Administrative Assistant I
Paradise Valley Community College
2008.01 - 2014.08
Administrative Secretary III
Health and Exercise Science Division, Fitness Center
2008.01 - 2012.01
Associate of Applied Science - ASL and Speech Language Pathology
Paradise Valley Community College
Certificate of Completion - Deaf Studies
Phoenix College
Associate of Applied Science - Computer Programming
Borough of Manhattan Community College