Lora Vaughan
Plattsmouth,NE
Summary
Customer success-driven professional with tenure at Kelli's Gift Shop Suppliers enhancing problem-solving abilities and deepening product knowledge. Strong focus on organizational skills and customer service orientation. Successfully managed over 300 accounts, fostering growth through strategic partnerships and efficient issue resolution. Experience in leadership roles within client service highlights unwavering commitment to excellence and delivering results. Proven background in efficiently and effectively resolving customer concerns, fostering collaborative team efforts, and consistently achieving desired outcomes. Reliable and adaptable nature, possessing excellent communication and conflict resolution skills to ensure seamless interactions with customers.
Overview
12
12
years of professional experience
Work History
Customer Advocate-Sales
Kelli's Gift Shop Suppliers
01.2019 - Current
- Managed 300 customer accounts and customer relationship to provide personalized service, support to consistently achieve growth and hit sales targets.
- Analyzed sales data to identify trends and make product recommendations for improved customer incremental sales.
- Interfaced directly with customers when necessary in order to resolve issues quickly and efficiently.
- Traveled for in-person meetings with customers and partners, developing key relationships.
- Negotiated contracts with customers to achieve optimal pricing and discounts to elevate business.
- Built strong partnerships with internal stakeholders such as finance and product development teams, in order to drive success.
Client Service Representative-Team Lead
Jason Pharmaceuticals, Inc.
06.2017 - 06.2018
- Developed in-depth knowledge of company products and services to better assist customers to Build sustainable relationships and trust.
- Cultivated strong relationships with customers through courteous and helpful communication while resolving disputes while adhering to company policies and procedures in a timely manner.
- Assisted prospective clients with enrollment process for products or services.
- Provided training for new staff members on the company's client relations policies.
- Monitored performance indicators such as call volume, wait times and abandonment rates.
- Handled escalated calls professionally by listening carefully to the needs of each individual customer before offering appropriate solutions.
Client Service Manager
Alorica
06.2016 - 05.2017
- Managed customer service representatives, providing guidance and support on daily operations.
- Responded promptly and professionally to inquiries from Management and Sales regarding client service issues.
- Cultivated positive and results-oriented team environment focused on client success.
- Utilized strong organizational and problem-solving skills to prioritize tasks efficiently.
- Provided training and mentorship to junior staff members on best practices for customer service excellence.
- Assisted customers with resolving service-related issues with their ATT Business services.
- Managed customer service staff by communicating expectations and monitoring and analyzing results for quick handling of escalated issues.
Universal Service Manager
Alorica
06.2013 - 06.2016
- Communicated with customers in writing and phone to promote issue resolution and exceptional customer service during times of ATT Outages.
- Utilized problem solving skills to address challenges that arose during ATT Business Outages with various department to resolve the issue.
- Participated in regular meetings Sales, Leadership, and Customers to review areas of Service Assurance, Billing, Mobility, and Stewardship for sales growth.
- Managed a wide variety of customer service and administrative tasks to resolve ATT Business Services quickly and efficiently.
Education
Master of Arts (M.A.) - Masters of Education, Reading
University of LaVerne
Laverne, CA05.1999
Bachelor of Science (B.S.) - Elementary Education
Illinois State University
Normal, IL12.1989
Skills
- Strategic issue resolution
- Strong organizational abilities
- Comprehensive product knowledge
- Client relationship management
- Effective recordkeeping practices
- Effective upselling methods
- Consumer relations experience
- Proficient in CRM tools
- Efficiency planning
- Retention improvement techniques
- Proficient in managing disputes
- Consumer instruction
Timeline
Customer Advocate-Sales
Kelli's Gift Shop Suppliers
01.2019 - Current
Client Service Representative-Team Lead
Jason Pharmaceuticals, Inc.
06.2017 - 06.2018
Client Service Manager
Alorica
06.2016 - 05.2017
Universal Service Manager
Alorica
06.2013 - 06.2016
Bachelor of Science (B.S.) - Elementary Education
Illinois State University
Master of Arts (M.A.) - Masters of Education, Reading
University of LaVerne
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