Jessica Vaughn
Sacramento,CA
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
14
14
years of professional experience
Work History
Client Support Manager Supervisor
Goodleap
02.2023 - Current
- Helped grow and supervise the newest level 3 legal compliance team at Goodleap assisting in resolving demand letters and conflict resolution.
- Ensured compliance with industry regulations and company policies throughout all aspects of client support activities.
- Monitored team KPIs regularly, adjusting strategies as needed to consistently meet targets related to response time, resolution rates, and customer satisfaction.
- Collaborated closely with cross-functional teams for seamless service delivery.
- Maintained detailed records of client interactions for easy reference during future engagements or escalations.
- Coordinated regular team meetings to discuss progress, challenges, and best practices in client support management.
- Implemented metrics-driven performance evaluations to recognize high-performing team members and address areas for development.
- Streamlined client support processes by implementing efficient ticketing and communication systems.
- Spearheaded initiatives aimed at improving overall customer satisfaction ratings through exceptional service delivery.
- Identified opportunities for process improvements, driving increased efficiency and reducing response times.
- Handled escalated cases effectively, demonstrating empathy and professionalism while resolving complex issues.
- Referred clients to appropriate team members, community agencies and organizations to meet treatment needs.
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Monitored workflow to improve employee time management and increase productivity.
- Evaluated employee performance and coached and trained to improve weak areas.
- Enhanced communication within the team by holding regular meetings and encouraging open dialogue among all members.
Client Support Manager
Goodleap
06.2020 - 02.2023
- Collaborated closely with cross-functional teams for seamless service delivery.
- Managed a diverse portfolio of clients, delivering personalized solutions tailored to individual needs.
- Ensured compliance with industry regulations and company policies throughout all aspects of client support activities.
- Worked collaboratively with sales teams to provide pre-sales assistance, ensuring smooth onboarding experiences for new clients.
- Reduced client churn by proactively addressing concerns and identifying areas for improvement within the support experience.
- Established strong relationships with Multiple clients across the platform, maintaining open lines of communication at all times.
- Conducted thorough root cause analyses to pinpoint recurring issues and develop targeted solutions.
- Handled escalated cases effectively, demonstrating empathy and professionalism while resolving complex issues.
- Analyzed trends and data to inform decision-making and program development.
Accounts Receivable
Infinity Energy
11.2017 - 06.2020
- Upheld high standards of professionalism by adhering to established accounting policies, procedures, and ethical guidelines throughout daily tasks.
- Reduced late payments by maintaining strong relationships with clients and implementing effective follow-up procedures.
- Improved financial accuracy by thoroughly reconciling accounts and identifying discrepancies on a monthly basis.
- Expedited financial close process with diligent preparation of supporting documentation for month-end reconciliations.
- Directed day-to-day collections functions.
- Exceeded monthly targets consistently as a result of strong negotiation skills combined with effective account management strategies.
- Serve as the liaison between the company and consumers . In charge of observing accounts to identify overdue payments, report collection activity, address client queries, and develop repayment plans.
Licensed CSR Office Manager
AllState
05.2016 - 11.2017
- Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
- Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Developed strong relationships with clients by understanding their needs and preferences, fostering long-term loyalty.
- Delivered outstanding problem-solving skills in addressing recurring issues that resulted in improved operational efficiency.
- Working with mortgage companies to finalize new business policies.
- Working with multiple brokered agencies to finalize and service new policies. Cross selling and cold calling for sales leads.
Legal Secretary
Roseville Paralegal Service
06.2010 - 11.2017
- Maintained strict confidentiality of sensitive information to protect client privacy and uphold professional ethics.
- Facilitated communication between clients and attorneys, ensuring prompt responses to inquiries.
- Arranged for delivery of legal correspondence to clients, witnesses, and court officials.
- Organized files for court proceedings.
- Organized and maintained an efficient electronic filing system for easy access to critical documents and data.
- Received and placed telephone calls to clients and prospective clients.
- Managed multiple high-priority tasks simultaneously, meeting all deadlines while maintaining a high level of accuracy.
- Prepared legal correspondence and wrote professional letters for legal assistants and attorneys.
- Assisted in drafting legal documents such as pleadings, motions, and briefs, contributing to successful case resolutions.
- Filed documents with courts on behalf of attorney.
- Transcribed legal documents and phone conversations.
- Reduced errors in legal documents by implementing thorough proofreading processes.
- Created, indexed, and maintained client binders.
- Scheduled all appointments, appearances and briefings.
- Developed and maintained filing and retrieval systems.
- Scheduled and made appointments for 3 attorneys.
- Coordinated meetings, conferences, and travel arrangements for attorneys, ensuring seamless scheduling across the firm.
- Developed strong relationships with court personnel to ensure smooth filing processes and adherence to regulations.
- Contributed to positive client experiences by offering attentive support during consultations with attorneys.
- Completed data entry of legal documents into electronic filing systems.
- Developed and maintained positive relationships with clients and colleagues.
Education
Paralegal Certificate - Paralegal Studies
American River College
Sacramento, CA07.2024
High School Diploma -
Roseville High School
Roseville, CA06.2007
Skills
- Team Management
- Sales Support
- Written and verbal communication
- Client meetings
- Teamwork and Collaboration
- Friendly, Positive Attitude
- Problem-Solving
- Time Management
- Attention to Detail
- Multitasking Abilities
- Excellent Communication
- Problem Resolution
Timeline
Client Support Manager Supervisor
Goodleap
02.2023 - Current
Client Support Manager
Goodleap
06.2020 - 02.2023
Accounts Receivable
Infinity Energy
11.2017 - 06.2020
Licensed CSR Office Manager
AllState
05.2016 - 11.2017
Legal Secretary
Roseville Paralegal Service
06.2010 - 11.2017
Paralegal Certificate - Paralegal Studies
American River College
High School Diploma -
Roseville High School