ELIZABETH VAUGHN
Chickamauga,GA
Summary
Dedicated customer service professional with 15 years of management experience in fast-paced environments. Demonstrates exceptional communication and active listening abilities, effectively resolving customer inquiries and training new team members to enhance overall team performance.
Overview
20
20
years of professional experience
Work History
Customer Service Representative
Premier nx
09.2023 - Current
- Communicated with customers via phone and email, employing empathy, active listening, positive tone, and de-escalation skills to resolve inquiries effectively.
- Utilized Microsoft Teams for group communication, managing educational documentation and participating in online training and meetings.
- Completed self-paced training to enhance skills with Adobe My Learning, contributing to professional development.
Customer Service Representative
Godiva Chocolatier
11.2019 - 08.2023
- Communicate with customers through phone, email and chat while demonstrating empathy, active listening, positive tone, and DE-escalation skills.
- Answer customer inquiries, process orders, provide follow-up on order status, resolve complaints, and assist with website checkout.
- Developed expertise in company offerings, enhancing accuracy of information provided to customers.
- Managed CSR system, complaint software, and two order management systems while assisting customers on the website.
- Proficient with Microsoft Teams for group chat, educational documentation files and recordings and online training and meetings.
- Instructed online training classes for annual holiday temporary agents, preparing materials, leading sessions, and providing 1:1 assistance and job shadowing.
Manager
Ed’s Grocery
10.2006 - 11.2019
- Delegated responsibilities and supervised business operations to enhance team effectiveness.
- Recruit, interview, select, hire and employ an appropriate number of employees.
- Resolve conflicts or complaints from customers and employees.
- Monitored store activity to ensure optimal provisioning and staffing levels.
- Ensure staff follow health and safety regulations.
- Ensured cleanliness and organization of workspace for optimal customer experience.
- Prepared regular reports for upper management to inform strategic decision-making.
- Created visually appealing signs and displays to attract customers.
Education
High School Diploma -
Ft.Pierce Central High School
Ft. Pierce, FL05-1984
Skills
- Customer complaint resolution
- Empathetic interactions
- Active communication
- Customer communication
- Online customer engagement
- Proficient in Microsoft programs
- D365 knowledge
- Ability to work under pressure
- Fast-paced experience
- Detail-oriented organization
- Priority adaptability
- Team leadership
- Results-driven decision-making
- Computer literacy
Timeline
Customer Service Representative
Premier nx
09.2023 - Current
Customer Service Representative
Godiva Chocolatier
11.2019 - 08.2023
Manager
Ed’s Grocery
10.2006 - 11.2019
High School Diploma -
Ft.Pierce Central High School