Kelsey Vaughan
Cleveland
Summary
Dynamic customer service professional with extensive experience at Mammoth Tech, excelling in problem resolution and relationship building. Demonstrated empathy and critical thinking skills to enhance customer satisfaction, achieving high retention rates. Proficient in data entry and HIPAA compliance, contributing to a positive work environment and effective team collaboration.
Professional in customer support, bringing valuable experience and readiness to excel in customer communication roles. Known for quick issue resolution and enhancing user experience through effective chat interaction. Focused on team collaboration and achieving results, with reliable and adaptable approach to changing needs. Skilled in technical troubleshooting and maintaining service quality.
Professional support specialist with proven track record in delivering high-quality customer interactions and efficient problem resolution. Skilled in active listening, clear communication, and multitasking within fast-paced environments. Strong focus on team collaboration, adaptability, and achieving results. Known for reliability and flexibility in meeting changing needs.
As customer service professional, brings valuable experience in addressing and resolving customer issues effectively. Known for strong focus on team collaboration and achieving positive outcomes. Reliable and adaptable with excellent communication and problem-solving skills.
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
8
8
years of professional experience
Work History
Chat Support Representative
Mammoth Tech
08.2021 - 05.2022
- Enhanced customer satisfaction by providing timely and accurate responses to inquiries through chat support.
- Retained detailed records of all chat support interactions, ensuring optimal documentation for quality assurance purposes.
- Conducted thorough research to provide accurate information, ensuring prompt resolution of customer concerns.
- Resolved technical issues for customers by utilizing comprehensive knowledge of company products and services.
- Contributed to a positive work environment by assisting colleagues in resolving challenging situations when needed.
- Collaborated with team members to share best practices for handling complex inquiries and improving overall performance.
- Achieved high levels of customer satisfaction by consistently meeting or exceeding response time targets.
- Demonstrated flexibility in adjusting work hours or assisting with additional tasks during peak periods, contributing to overall team success.
- Boosted customer retention, maintaining a professional and empathetic tone throughout all interactions.
Certified Medication Aide
North Georgia Assisted Living & Memory Care
04.2019 - 08.2020
- Took patient vital signs, height, and weight measurements and monitored glucose and patient wellbeing.
- Interacted kindly with patients and families and displayed positive, outgoing attitude, resulting in establishment of long-term, professional relationships.
- Reduced medication errors by maintaining accurate documentation of administered medications.
- Safeguarded patient privacy by adhering strictly to HIPAA regulations during all aspects of medication handling and administration processes.
- Supported nursing staff by monitoring patients for side effects or adverse reactions to medications.
- Coordinated daily medicine schedules and administration to help clients address symptoms and enhance quality of life.
- Assisted patients with dressing, grooming and feeding needs, helping to overcome, and adapt to mobility restrictions.
- Promoted patient safety with thorough knowledge of medication interactions and contraindications.
- Maintained high standards of cleanliness and organization within the medication storage area, reducing potential risks associated with cross-contamination or mixups.
Caregiver
Lanier Lodge
08.2018 - 02.2019
- Assisted clients with activities of daily living, promoting independence and quality of life.
- Cleaned house, ran errands, managed laundry, and completed weekly grocery shopping.
- Assisted with dressing guidance, grooming, meal preparation, and medication reminders.
- Performed light housekeeping duties to maintain cleanliness standards while respecting the patient''s personal space.
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Built strong relationships with clients to deliver emotional support and companionship.
Team Leader Manager
Toys R Us
05.2016 - 08.2018
- Resolved customer service issues by finding immediate solutions, increasing customer confidence, and decreasing escalations to executive office.
- Enhanced team productivity by implementing efficient workflow processes and setting clear performance expectations.
- Led employee relations through effective communication, coaching, training, and development.
- Collaborated with senior management on strategic planning efforts, aligning departmental objectives with overall company vision.
- Conducted regular performance reviews, providing constructive feedback and coaching to facilitate continuous improvement among employees.
- Established a culture of accountability within the team, resulting in higher levels of individual responsibility towards achieving organizational goals.
- Stayed calm, collected and logical during stressful moments to identify and implement optimal solutions.
- Ensured compliance with industry-specific regulations by implementing appropriate policies and procedures for the team''s operations.
Caregiver
Oaks at Hampton
05.2015 - 05.2016
- Assisted clients with activities of daily living, promoting independence and quality of life.
- Cleaned house, ran errands, managed laundry, and completed weekly grocery shopping.
- Assisted with dressing guidance, grooming, meal preparation, and medication reminders.
- Performed light housekeeping duties to maintain cleanliness standards while respecting the patient''s personal space.
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Built strong relationships with clients to deliver emotional support and companionship.
- Engaged patients in meaningful conversation, socialization, and activity while providing personal care assistance.
- Maintained a safe and clean environment for patients, reducing risks and ensuring optimal health outcomes.
Customer Service Representative
Gymboree Outlet
01.2015 - 04.2015
- Improved overall spa revenue by upselling treatments and retail products effectively.
- Contributed to increased sales by ensuring high-quality clothing items were sorted accurately for retail display.
- Streamlined processes within the retail environment to enhance efficiency and productivity.
- Built, maintained and strengthened customer relationships with retail food stores within territory.
- Pre-booked clients for follow-up visits and promoted salon services and retail products.
- Improved employee performance by developing and implementing comprehensive retail management training programs.
Customer Service Representative
Bath and Body Work
08.2014 - 01.2015
- 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.
- Improved overall spa revenue by upselling treatments and retail products effectively.
- Contributed to increased sales by ensuring high-quality clothing items were sorted accurately for retail display.
Education
High School Diploma -
Mountain Education Charter School
Cumming, GA05-2014
Skills
- Quick typing
- Language fluency
- Empathy display
- Performance tracking
- Social media monitoring
- Teamwork
- Teamwork and collaboration
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Relationship building
- HIPAA compliance
- Insurance verification
- Appointment scheduling
- Patient confidentiality
- Medical terminology
- Call center experience
Timeline
Chat Support Representative
Mammoth Tech
08.2021 - 05.2022
Certified Medication Aide
North Georgia Assisted Living & Memory Care
04.2019 - 08.2020
Caregiver
Lanier Lodge
08.2018 - 02.2019
Team Leader Manager
Toys R Us
05.2016 - 08.2018
Caregiver
Oaks at Hampton
05.2015 - 05.2016
Customer Service Representative
Gymboree Outlet
01.2015 - 04.2015
Customer Service Representative
Bath and Body Work
08.2014 - 01.2015
High School Diploma -
Mountain Education Charter School
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