Katherine Vaughan
Boise,ID
Overview
17
17
years of professional experience
Work History
Enrollment Specialist - Remote Agent
Department of Unemployment State of New York
Boise, ID
07.2020 - 11.2020
- Upgrading, entered, and reviewed customer data.
- Communicated effectively via telephone, email, and in person with prospective customers.
- Increased 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 policies.
- Achieved customer satisfaction with personalized enrollment assistance.
Disabled
Self
Boise, ID
02.2014 - 03.2020
- Will be happy to elaborate
Customer Retention Specialist
DIRECTV
Boise, ID
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
Boise, ID
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
Nampa, ID
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.
- 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.
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
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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