Amanda Vaughan
VA
Summary
Seasoned professional seeking an opportunity for professional challenges and growth that are an everyday part of federal government. I have over 10 years of experience in customer service and support and knowledge necessary to work efficiently with timely deadlines Well-developed leadership and analytical skills as evidenced by ability to continuously improve operations. I also have 6years of excellent supervisory skills with the ability to serve as liaison within the department, external organizations, and the community. Reputation for strong work ethic and uncompromising devotion to public service. Knowledgeable professional with several years of experience bringing planning and problem-solving abilities. Focused on maximizing resource utilization to support scalable operations and increase bottom-line profitability. Organized and systematic with natural relationship-building and leadership talents.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Property & Casualty Operations Supervisor
USAA
Richmond, USA
05.2019 - Current
- Support and manage a team of 22 or more employees in a fast-paced call center work environment.
- Provided administrative and secretarial support to a Call Center Manager and an Assistant Call Center Manager.
- Successfully meet month-to-month performance metrics.
- Problem solved complex property and casualty insurance inquiries and needs.
- Protected, confidential customer and employee information.
- Handled and resolved escalated calls.
- Organized a daily game plan and promptly responded to emails.
- Exceeded monthly goal requirements per the client needs
- Produced and led creative workshops for higher-quality production.
- Extensive knowledge of procedures, policies, and products.
- Coordinated activities and utilized resources/tools to effectively build employees' performance.
- Demonstrated strong leadership skills by providing persistent instructions, managing a productive work environment, and promoting employees' personal growth.
- Supervised scheduling and ensured all employees followed shift adherence.
- Developed reports and trend analyses for all lines of business (Property & Casualty Insurance, Web Support, and Banking).
- Gained and recorded valuable feedback from customers and staff through outbound calls or focus groups.
- Monitored phone calls for all lines of business to ensure customer satisfaction and quality assurance.
- Trained new employees on proper job functions and company policies and procedures.
- Reviewed employees' work to check adherence to quality standards and proper procedures.
- Interpreted and explained work procedures and policies to brief staff.
- Consulted with managers to resolve problems relating to employee performance, office equipment and work schedules.
- Identified areas for improvement and implemented new processes to enhance overall company quality and performance.
- Maintained accurate records of employee attendance and performance reviews.
- Coordinated with other supervisors, combining group efforts to achieve goals.
- Completed day-to-day duties accurately and efficiently.
Administrative Assistance
Active Chiropractic Performance and Recovery
Richmond, USA
11.2017 - 07.2019
- Organized personal files, records, schedules, and emails.
- Responded to all client inquiries regarding scheduling and services.
- Ensure a clean work environment for clients and staff.
- Gained and maintained clientele through proficient sales techniques and practices.
- Maintain office supplies and equipment; ordered supplies when needed.
- Provided administrative assistance by scheduling meetings, filing paperwork.
- Provided administrative assistance by returning phone calls, answering emails and putting together mail distribution lists.
- Provided administrative assistance in the office such as filing paperwork, answering phones and scheduling appointments.
- Greeted patients and visitors in a friendly manner, providing assistance with patient registration and inquiries.
- Provided support for management team with administrative duties such as filing paperwork or preparing reports.
Online Customer Service Specialist
Wells Fargo
Richmond, USA
06.2016 - 11.2017
- Resolved complex technical issues related to online usage.
- Adhered to company policies and procedures for handling sensitive data.
- Provided feedback to other departments regarding any identified problems.
- Retained high level of knowledge of company's products and services to deliver information on complementary offerings and increase cross-selling.
- Resolved payment issues efficiently to improve customer satisfaction and loyalty.
- Effectively navigated customers online, using tools and resources provided by the client.
- Educated customers on services and products that fit their needs.
- Provided first-call resolution with accurate information regarding banking inquiries.
- Adhered to banking regulations, policies, and procedures.
- Protected client and customer information through attention to detail.
- Assisted customers with claim disputes due to fraudulent activity.
- Updated system with order specifics and customer details, preferences, and billing information.
Assistant Store Manager
Rent-a-Center
Richmond, USA
08.2013 - 01.2016
- Gained indispensable skills in management as a Sales Assistant Manager.
- As a first-time manager, I was able to bring profitable numbers to the business.
- Overseen bank deposits and cash drops.
- Demonstrated strong leadership skills through providing persistent instructions, managing a productive work environment, and promoting employees' growth.
- Met daily and weekly sales goals.
- Gave full administrative and secretarial support to a store manager.
- Managed product delivery schedules and employee schedules.
- Elaborated rent-to-own service agreements.
- Opened and closed the store on a daily basis.
- Answered incoming calls for product knowledge, payments, and returned merchandise.
- Completed daily and monthly inventory audits.
- Organized team activities to build camaraderie and foster pleasant workplace culture.
- Maintained up-to-date knowledge of company products and services.
- Assigned work and monitored performance of project personnel.
- Evaluated individual and team business performance and identified opportunities for improvement.
- Monitored employee attendance records, timekeeping, and payroll information.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
- Provided guidance and support to junior staff members on daily tasks, projects, and objectives.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Utilized advanced technical skills and expertise to troubleshoot complex problems and implement solutions.
- Analyzed sales data to identify trends and adjust strategies accordingly.
Administrative Assistant/ Collections
3Step Collections
Richmond, USA
08.2012 - 08.2013
- Utilized Microsoft Excel to store daily collection payments.
- Answered incoming calls for collections, and returned equipment.
- As Team Captain, ensure the team meets monthly metrics.
- Handled incoming and outgoing correspondence, including email, mail, and package deliveries, ensuring timely distribution.
- Kept office equipment functional and supplies well-stocked to promote efficient operations.
- Conducted research on various topics as requested by management.
- Organized daily paperwork and documents.
- Maintained physical and electronic filing systems.
- Handled confidential documents in an organized fashion according to established protocol.
- Answered phone calls and emails to provide information, resulting in effective business correspondence.
- Organized files, developed spreadsheets, faxed reports and scanned documents, maintaining front desk and reception area in neat and organized fashion.
- Worked effectively in team environments to make the workplace more productive.
Education
High School Diploma -
George Wythe High School
Richmond, VASkills
- Store management
- Cash handling
- Supervising experience
- Sales
- Leadership
- Customer service
- Office management
- Quality assurance
- Performance monitoring
- Workflow optimization
- Delegation
- Management
- Employee development
- Task delegation
- Operations management
- Production
- Customer relationship management
- Technology
- Scheduling coordination
- Customer relations
- Data analysis
- Team Training
- Root-cause analysis
- Compliance management
- Mail handling
- Scheduling
- Filing
- Research
- Records retrieval
- Office administration
- Verbal communication
- Scheduling and calendar management
- Time management
- Multi-line telephone systems
Certification
Property & Casualty License
Assessments
- Attention to detail, Proficient, 08/01/22, https://share.indeedassessments.com/attempts/26367b41e964c16d816f4a51e9ee58d0eed53dc074545cb7
- Office manager, Proficient, 10/01/20, https://share.indeedassessments.com/attempts/8ddd16e6ca0aaa3c7310bfac94b797e7eed53dc074545cb7
- Data entry: Attention to detail, Proficient, 08/01/22, https://share.indeedassessments.com/attempts/6f98a2c7c760d29a4103b78618a44348eed53dc074545cb7
- Recruiting, Proficient, 11/01/22, https://share.indeedassessments.com/attempts/b9533b6e081d3469d3d60a222c9a7caaeed53dc074545cb7
Timeline
Property & Casualty Operations Supervisor
USAA
05.2019 - Current
Administrative Assistance
Active Chiropractic Performance and Recovery
11.2017 - 07.2019
Online Customer Service Specialist
Wells Fargo
06.2016 - 11.2017
Assistant Store Manager
Rent-a-Center
08.2013 - 01.2016
Administrative Assistant/ Collections
3Step Collections
08.2012 - 08.2013
High School Diploma -
George Wythe High School