Katherine Vaughan
Boise,ID
Summary
Dynamic Enrollment Specialist with a proven track record at the Department of Unemployment State of New York, excelling in customer service and data management. Skilled in streamlining processes and enhancing client satisfaction through exceptional communication and critical thinking. Adept at resolving complex issues, ensuring compliance, and fostering strong relationships with customers.
Overview
17
17
years of professional experience
Work History
Enrollment Specialist - Remote Agent
Department of Unemployment State of New York
07.2020 - 11.2020
- Updated, entered, and reviewed customer data.
- Communicated effectively via telephone, email, and in person with prospective customers.
- Enhanced customer service by promptly addressing inquiries and resolving issues in a timely manner.
- Conducted comprehensive applicant interviews to determine eligibility and fit for specific programs.
- Assist new agents in navigating programs and troubleshooting technical issues.
- Streamlined the enrollment process for increased efficiency and enhanced user experience.
- Understood and thoroughly explained services provided to customers and potential customers.
- Adapted to changing regulations, ensuring all enrollment procedures remained compliant with updated policies.
- Enhanced customer satisfaction with personalized enrollment assistance.
Disabled
Self
02.2014 - 03.2020
- Will be happy to elaborate
Customer Retention Specialist
DIRECTV
10.2011 - 02.2014
- Reduced churn rate by developing personalized retention strategies for high-risk clients.
- Championed a company-wide initiative focused on creating a culture of exceptional customer service delivery across all departments.
- Adhered to appropriate legal scripting when required.
- Contributed to company growth by upselling additional products and services during support interactions.
- Leveraged data-driven insights to fine-tune retention strategies, leading to increased success rates over time.
- Established strong relationships with key accounts, fostering loyalty and long-term client retention.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly.
- Met customer call guidelines for service levels, handle time and productivity.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Parts and Service Associate
Wilson's RV Repair & Parts
04.2009 - 07.2011
- Effectively addressing customer needs while maintaining professionalism.
- Managed customer issues and enhanced satisfaction by matching optimal solutions to individual customer needs.
- Assisted customers with inquiries, resolving issues promptly for improved customer retention.
- Enhanced customer satisfaction by providing timely and efficient assistance in various service tasks.
- Provided accurate answers and solutions to customer concerns, inquiries and complaints.
RV Warranty Specialist
Seventh Heaven RV Sales and Service
02.2004 - 03.2007
- Enhanced customer satisfaction by resolving warranty claims efficiently and effectively.
- Audited completed repair orders for compliance with company standards, ensuring accuracy in billing and reporting practices.
- Streamlined the warranty process for faster claim resolution and better customer experience.
- Managed a high volume of daily claims, prioritizing tasks according to urgency while maintaining attention to detail.
- Developed strong relationships with vendors to negotiate favorable terms for warranty repairs and replacements.
- Checked documentation for accuracy and validity on updated systems.
- Generated, posted and attached information to claim files.
- Posted payments to accounts and maintained records.
- Resubmitted claims after editing or denial to achieve financial targets and reduce outstanding debt.
Education
GED -
Bishop Kelly High School
Boise, IDSkills
- Exceptional communication
- Documentation management
- Reporting and analytics
- Customer service expertise
- Data entry skills
- Strong organization
- Excellent phone demeanor
- Client relationship building
- Customer service background
- Confidentiality handling
- Interpersonal relations
- Workflow optimization
- Cross-functional teamwork
- Application verification
- Telephone and email skills
- Billing support
- Time management proficiency
- Resolution coordination
- Critical thinking
- Claims reporting systems
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Enrollment Specialist - Remote Agent
Department of Unemployment State of New York
07.2020 - 11.2020
Disabled
Self
02.2014 - 03.2020
Customer Retention Specialist
DIRECTV
10.2011 - 02.2014
Parts and Service Associate
Wilson's RV Repair & Parts
04.2009 - 07.2011
RV Warranty Specialist
Seventh Heaven RV Sales and Service
02.2004 - 03.2007
GED -
Bishop Kelly High School
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