JAIDA VAUGHN
McKinney,TX
Summary
Dynamic administrative professional with 10+ years of experience in customer service and operational support, recognized for strong attention to detail and organizational excellence. Proven ability to streamline administrative processes, coordinate schedules, and maintain accurate records while supporting team efficiency and enhancing client satisfaction. Skilled in managing multiple priorities, facilitating communication across teams, and resolving issues with professionalism and discretion. Committed to delivering reliable administrative support and contributing to smooth, well-organized operations in fast-paced environments.
Overview
16
16
years of professional experience
Work History
Customer Service Retention Specialist
State Farm
05.2022 - Current
- Adjust to rapid changes in customer service environment by effectively addressing customer concerns with empathy, applying product knowledge and complying with call guidelines, contributing to 18% reduction in call handle time while ensuring high service levels and customer satisfaction.
- Employ strong problem-solving skills and meticulous attention to detail to enhance service delivery 12 accolades for outstanding customer service and effective issue resolution from peers and department leads.
- Coordinate efforts to elevate team morale and collaboration by facilitating team-building events via morale committee, realizing 15% boost in team cohesion and enhanced productivity.
- Manage high-volume client interactions while maintaining professionalism and accuracy, effectively prioritizing requests, coordinating resolutions across systems, and ensuring timely follow-up to support service-level expectations.
Advocate4Me Representative
United Healthcare
07.2021 - 05.2022
- Functioned as main liaison for over 200+ Medicare recipients and clients handling intricate inquiries associated with scheduling, billing, and services while maintaining precise records and guaranteeing prompt follow-up.
- Streamlined calendars and communications between Medicare recipients and internal/external partners. Supported daily operations by tracking action items in a high-pressure environment.
Technical Support Representative
Evo Payments International
07.2019 - 02.2020
- Analyzed project risks by identifying resource inefficiencies. Provided management with recommendations for proactive measures contributing to 30% enhancement in project accuracy while reducing resource waste.
- Directed production of comprehensive troubleshooting guides by facilitating independent issue resolution for customers, contributing to 20% drop in support calls, boosting team efficiency, and customer satisfaction during peak support call periods.
- Addressed recurring customer call patterns by employing robust problem-solving abilities and leveraging technology, resulting in a 25% increase in resolution efficiency and acknowledgment as employee of the month.
Scheduling Administrator
Dallas Door And Supply
07.2017 - 07.2019
- Coordinated scheduling and administrative operations by managing calendars, appointment requests, and staff availability for a team of 20+ technicians, ensuring accurate scheduling and timely follow-up.
- Managed day-to-day communications across internal teams by routing requests, confirming details, and maintaining clear documentation of priorities and next steps.
- Arranged and supported recurring meetings by coordinating schedules, preparing agendas/logistics, documenting key outcomes/minutes, and tracking action items through completion.
- Organized and maintained records by digitizing and centralizing 7+ years of files into an accessible filing system, improving audit readiness, documentation accuracy, and confidentiality.
- Supported operational reporting by maintaining organized tracking systems for projects, schedules, and administrative documentation, and providing status updates to leadership to support decision-making and accountability.
Operation Specialist
United States Navy, USN
11.2010 - 01.2014
- Enhanced combat and navigation capabilities of naval ships through expert guidance by monitoring vital displays, while employing advanced surveillance and communication tools. Improved coordination of actions and facilitated sharing of real-time data that enabled better decision-making for leadership with accurate information provision.
- Directed ship's command centers, ensuring displays remained current while managing radar and communication equipment. Assessed radar data and tactical contexts in compliance with naval regulations. Disseminated important tactical information during missions to support strategic decision-making while leveraging secure digital communication systems to facilitate accurate information sharing.
- Elevated senior leaders' decision-making capabilities by delivering quality training to 40 team members while managing daily work processes, ensuring compliance with joint allied and U.S. Navy standards. Enabled more than 900 sailors to conduct navigation and combat operations, achieving a 25% error reduction. Boosted efficiency across operations through comprehensive training and oversight.
Education
Bachelor of Arts - Communications
University of Arkansas
Fayetteville, AR08-2029
Skills
- Administrative Support & Coordination
- Client Communication & Issue Resolution
- Calendar & Appointment Scheduling
- Document & Records Management
- Data Entry & System Navigation
- Cross-Functional Collaboration
- Attention to Detail & Accuracy
- Problem Solving & Multitasking
- CRM software proficiency (ECRM, NECHO, IVR, Guidewire Policy Center)
- Outstanding interpersonal skills
- Call center experience
- Email etiquette
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Customer Service Retention Specialist
State Farm
05.2022 - Current
Advocate4Me Representative
United Healthcare
07.2021 - 05.2022
Technical Support Representative
Evo Payments International
07.2019 - 02.2020
Scheduling Administrator
Dallas Door And Supply
07.2017 - 07.2019
Operation Specialist
United States Navy, USN
11.2010 - 01.2014
Bachelor of Arts - Communications
University of Arkansas