Nanette Vaughn
Atlanta
Summary
Customer service professional bringing over twenty years of proven results. Proficient in handling complex and diverse issues with a calm, confident, empathetic, and reassuring manner. Meticulous attention to details, safety, yet resilient, determined, decisive, and flexible. Dedication to team members, positive customer outcomes, and business goals.
Overview
37
37
years of professional experience
Work History
Flight Attendant
SkyWest Airlines
05.2023 - Current
- Successfully completed safety focused training with 96% average
- Quickly received formal peer, team, and instructor accolades to be recognized in company service award program, Step It Up
- Consistently deliver outstanding customer service while being focused on passenger safety and FAA regulations
- Impeccable reliability record
- Flawless safety, service, and line audits
Logistics Specialist
AJC Logistics
07.2017 - 12.2019
- Directed inter-modal domestic and overseas import and export operations to meet aggressive deadlines for over 50 accounts.
- Weekly managed national accounts that required dispatches, FDA, Customs, and other safety appointments along with other daily requirements.
- Provided customers with cargo safety and status updates.
- Reviewed pricing structures and conducted negotiations to obtain favorable rates and conditions.
- Created and standardized training materials.
Retail Department Manager
Von Maur Department Store
03.2012 - 06.2013
- Opened and closed location. Monitored shift changes to uphold successful operations strategies and maximize business success.
- Monitored employee and customer safety standards
- Consistently surpassed personal sales goals by at least 10%
- Used customer service skills and analytical nature to resolve customer concerns and promote loyalty
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Defined clear targets and objectives and communicated to other team members.
- Motivated associates to consistently deliver effective selling behaviors through coaching and recognition.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Partnered with merchandising team to plan and execute floor moves, merchandise placement, and overall sales set-up.
Independent Logistics Consultant
Sealand - Maersk
06.2002 - 01.2005
- After sale of Sealand assisted Maersk in transitioning and merging logistics/routing systems of two largest global market share containerized shipping companies into one.
- Collaborated with Maersk sales team to assure established client base their needs would continue to be met resulting in 12% larger than expected customer retention forecast
- Developed, managed, improved, and maintained improvements to global logistics routing database.
- Keenly aware of global economic, cultural, political, governmental developments, or restrictions that may effect delivery of cargo at each point to destination
- Audited 40% of North American call center bookings to points globally. Result was 99% accuracy rate preventing needless cargo redirection and saving costly union labor and port fees.
Logistics Manager, Lead Service Representative
Sealand Services
05.1993 - 05.2001
- Promoted superior customer experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Met or exceeded customer call guidelines for service levels, handle time, and productivity. Accepted 80-100 inbound calls per day, met or exceeding 96% fault free outbound booking standard.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Resolved shipping discrepancies, delivered exceptional customer service to every customer by leveraging extensive knowledge of foreign ports and inland destination requirements.
- Demonstrated ability to effectively and tactfully communicate despite cultural or language differences.
- Responded proactively and positively to rapid change.
- Educated customers about policies and procedures both abroad and domestically.
- Trained staff on operating procedures and company services and goals.
- Promoted to Lead then Manager in 24 months.
Sales Manager
Hilton Hotel
01.1988 - 04.1993
- Acquired five long term booking contracts with local branches of Fortune 500 companies resulting in 15% annual increase in sales department generated room revenues.
- Quickly targeted, identified, then maintained and developed strong relationships with decision makers and meeting planners.
- Prepared sales presentations for clients showing success and credibility of products.
- Attended industry shows, conventions, and other meetings with primary mission of expanding market opportunities.
Education
Bachelor of Arts - Marketing
Georgia College And State University
Milledgeville, GA05.1986
Skills
- Customer Focused
- Collaborative
- Safety Focused
- Exceptional Conflict Mediation
- Calm and Focused in Stressful Circumstances
- Adaptable to Diverse Environments
- Ability to Listen and Empathize
- Energetic and Confident
- Poised and Professional
Skin care, cosmetic formulating
Fortunate to be mentored by two well respected cosmetic chemists. They have instructed and encouraged me in an area of study I would not in earlier life have predicted for myself. I have traveled to Europe with them to attend training, work in vendor labs, and attend the largest industry conference which showcases new ingredients and methods.
Additional Information
The gaps in my work history are not indicative of being idle. A young child with medical needs required a parent to be home at times. During those times and even overlapping with various positions I was active. in my children's education and community. I was a room parent, drama stage manager, HOA Board member, and responsible for a summer swim team. I grew that team from 80 to 150+ swimmers. Upon finally leaving the team responsibilities a team record board was dedicated to me and, along with the team name, displayed our family name. My children have flown the nest and I am looking forward to a new and fulfilling career.
Timeline
Flight Attendant
SkyWest Airlines
05.2023 - Current
Logistics Specialist
AJC Logistics
07.2017 - 12.2019
Retail Department Manager
Von Maur Department Store
03.2012 - 06.2013
Independent Logistics Consultant
Sealand - Maersk
06.2002 - 01.2005
Logistics Manager, Lead Service Representative
Sealand Services
05.1993 - 05.2001
Sales Manager
Hilton Hotel
01.1988 - 04.1993
Bachelor of Arts - Marketing
Georgia College And State University
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