Kerie-Ann Vaughan
Killeen,TX
Summary
Hardworking and passionate Customer Service Representative with 6+ years of experience and strong communication skills eager to secure entry-level customer service management position. Ready to help team achieve company goals. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Ready and eager to leave a positive impact on human lives.
Overview
19
19
years of professional experience
Work History
Compliance Specialist
Killeen Municipal Court
Killeen, TX
09.2022 - Current
- Learned, and correctly interpreted, and applied laws, codes, policies and procedures related to processing of criminal court cases.
- Reviewed case files to determine which cases should be processed for warrants.
- Reviewed case files to determine which cases should be summoned for show cause hearings.
- Assisted public in person, by mail/email and by telephone including retrieving information and files and provided complex information to defendant’s regarding their criminal court case.
- Compiled, types, records and files and scans wide variety of court records including summons, warrants, and complaints.
- Assisted with scheduled warrant round-ups.
- Administered oaths.
- Relieved Defendant Services counter during lunches, breaks, and during staff shortages.
- Scanned court documents into court system.
- Operated computer terminal with multiple screens and printer to type, enter, modify and retrieve wide variety of court documents, reports, records, letters and other material.
- Make sound judgments and decisions
- Adhered to assigned work schedule as outlined in Department and City attendance policies and procedures; ensures all behaviors comply with City’s Personnel Rules and Regulations.
Customer Service Representative
Florida Power & Light
Lake Worth, FL
05.2004 - 03.2010
- Received inbound calls in high volume call center
- Handled general and specialized calls from residential and small business customers
- Resolved customer complaints in courteous and professional manner
- Opened and closed accounts
- Provided bill analysis and explanation
- Negotiated bill payments with customers
- Achieved high ranking for customer call rates, resolution, and call metrics
- Remained on call for emergency contingency responses during natural disasters
- Coordinated police/fire responses
- Answered outage calls
- Assigned technicians to restore service
- Responded through written correspondence to residential and business customers
- Prioritized and multitasked between phone and written correspondence
- Proofread and approved written peer correspondence prior to customer dissemination
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of company services and creating welcoming, positive experiences.
- Updated account information to maintain customer records.
- Answered constant flow of customer calls with minimal wait times.
- Investigated and resolved customer inquiries and complaints quickly.
- Met customer call guidelines for service levels, handle time and productivity.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Education
Associate of Arts -
05.2010
- Professional Development: Business Administration 2010 (18 credits)
High School Diploma -
06.1999
Skills
CRM Software
- Calm and Professional Under Pressure
- Credit Card Payment Processing
- Computer Proficiency
- MS Office Suite (Word, Excel, PowerPoint) Outlook
- Customer Service Skills
- Interpersonal Skills
- Active Listening
- Complaint Resolution
- Critical Thinking
- Professional Writing
- Solutions Oriented
- Type 45 WPM
- Courteous and Polite
- Even Temperament
- Assertive Communication
Timeline
Compliance Specialist - Killeen Municipal Court
09.2022 - Current
Customer Service Representative - Florida Power & Light
05.2004 - 03.2010
Palm Beach State College - Associate of Arts,
Saint Barnabas High School - High School Diploma,
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