Jennifer Facen-Vaughn

ALEXANDRIA,VA

Summary

Driven Customer Support Manager with experience as primary point of escalation for high-level client questions, needs, wants and complaints. Passionate about delivering superior interactions with customers by hearing issues, requirements and requests to provide first-class customized solutions. Dedicated to identifying trends by analyzing customer records, purchases, inquiries and complaints to develop rapid solutions.

Overview

years of professional experience

Work History

Notarize, Inc.

Customer Support Team Manager

12.2017 - Current

Job overview

Maintained comprehensive benchmarks to establish and monitor customer service level standards.
Built strong relationships with customer support team to support business development opportunities and improve service.
Directed intelligence gathered from customer support channels to product and data science teams to improve products and user experience.
Created customer support strategies to increase and help customer support agents retention.
Managed customer service effectiveness by monitoring performance and assessing metrics.
Assessed reports, monitored calls and analyzed vendor relationships to identify process improvement opportunities.
Completed performance evaluations and rectified issues to service clients and more effectively meet KPIs.
Identified process enhancements to reduce inconsistencies and drive improvements to support ongoing company success.
Liaised with marketing team to define customer outreach strategy to optimize customer engagement.
Collaborated with cross-functional departments to formulate product and process improvements based on customer feedback.
Identified call trends to improve efficiency, reduce problem calls and suggest solutions to upper management.
Devised recommendations to streamline and simplify customer support system and improve response time.
Liaised with IT department to report technical issues and formulate trouble-shooting procedures.
Analyzed product information to verify accuracy and drive corrective actions to closure.
Drove change and improvement for customer support team by identifying enhancements and forwarding suggestions to senior leadership.
Utilized crisis management techniques to offer corrective solutions and maximize customer satisfaction.
Motivated and developed employees to overcome challenges and achieve goals to boost efficiency and performance.
Monitored employee performance to identify areas for improvement and additional training needs.
Coached employees to develop strong customer support skills to minimize process issues and meet customer expectations.
Reviewed overdue tickets and followed-up with customer support personnel to resolve root cause of delay.

Fairfax County Government

Title 1 Teacher

01.2014 - 08.2018

Job overview

Communicated frequently with parents, students, and faculty to provide feedback and discuss instructional strategies.
Helped students explore concepts with engaging, learning-focused activities.
Developed and implemented classroom routines to address varying student needs
Incorporated opportunities for students to collaborate, think critically, and problem-solve.
Kept organized academic records and reports for progress tracking.
Lead the planning of lessons and activities for the yearly curriculum.
Provided varied instruction styles for diverse learning modalities.
Documented student progress and attendance records using established methods.
Inspired students and assisted in developing creativity and self-expression through various art forms and media.
Managed art room supplies, equipment and resources to maintain consistent supply for projects.
Utilized technology to create digital art and introduce students to new media.
Collaborated with colleagues to create stimulating art curriculums.
Organized and led field trips to local art galleries and museums to enrich curriculum and student experience.
Taught classes on painting, collage, and color theory.

Education

Hayfield Secondary
Alexandria, VA

High School Diploma

06.2001

Skills

Strategic Goals
Operational Records Review
Office Organization
Mathematical Calculation and Reasoning
Key Performance Indicators (KPIs)
Satisfaction Surveys
Data Communications
Weekly Payroll
Service Issue Resolution
Exceptional Customer Support
Customer Education
Research
Process Improvement Initiatives
Performance Monitoring and Evaluation
Agent Support
Quality Assurance Evaluation
Creative Solutions

Workflow Schedules
Operational Efficiency
Confidentiality Requirements
Schedule Management
Zendesk Proficiency
Assembled Proficiency
Proficient in Google Suites
Data Analysis
Customer Inquiries
Positive Reinforcement Strategies
Word Processing
Guest Satisfaction
Bug Fixes
Setup and Installation
Communication Assistance
Computer Hardware Knowledge
Technical Support and Assistance

Timeline