Shante Vaughn
Temple Hills,MD
Summary
Results-driven Customer Service and Payment Operations Professional with over 10 years of experience in high-volume remote environments. Expertise in payment processing, account management, and CRM systems enhances operational efficiency and customer satisfaction. Proficient in SAP, Salesforce, Zendesk, and Microsoft Office, delivering exceptional service across multiple communication channels.
Overview
11
11
years of professional experience
Work History
Payment & Patient Coordinator
CCAOA
04.2025 - Current
- Process over 100 subsidy payments daily with a high level of accuracy and efficiency.
- Reviewed payment records, identified discrepancies, and collaborated with internal teams to resolve issues, ensuring accuracy in financial transactions.
- Assisted customers with payment inquiries and account concerns, delivering timely solutions to improve overall experience.
- Provided professional customer support via phone, email, and chat, facilitating efficient resolution of queries and enhancing customer satisfaction.
- Maintain detailed records while ensuring compliance with company procedures and standards.
Direct Member Support Specialist
Navy Federal Credit Union
02.2022 - 04.2025
- Assisted over 100 customers daily, ensuring timely resolution of inquiries in a fast-paced call center.
- Resolved customer concerns promptly and professionally, contributing to positive customer experiences.
- Developed initiatives to enhance customer retention efforts.
- Processed customer payments accurately while meeting productivity and compliance standards.
- Updated and maintained customer account information accurately, enhancing data integrity.
- Supported card activations and resolved issues involving lost or stolen cards securely and efficiently.
- Automated deposits, payment processing, and documentation procedures, reducing production time by 75%.
Customer Support Representative
Nike
12.2015 - 02.2022
- Managed customer orders and inquiries across phone, email, and live chat, ensuring efficient support delivery.
- Identified customer needs and provided effective solutions, enhancing customer service experience.
- Secured sensitive customer data by implementing strict confidentiality protocols.
- Managed customer orders and inquiries through phone, email, and live chat support channels.
- Demonstrated strong communication and multitasking skills in a high-volume remote environment.
- Resolved customer issues promptly, contributing to positive experiences and satisfaction.
Education
Associate Degree - Health and Human Services
UMA
Skills
- CRM Systems
- SAP
- Retention Specialist
- Salesforce
- Zendesk
- Microsoft Word
- LiveChat Support
- Data Entry & Record Keeping
- Payment Processing
- Administrative Support
- Documentation Management
- Customer Service Excellence
- Attention to Detail
- Time Management
- Multitasking
- Problem Solving
- Escalation Handling
- Phone & Email Communication
- Remote Work Collaboration
- Organization & Accuracy
- Typing Speed: 80 WPM
Timeline
Payment & Patient Coordinator
CCAOA
04.2025 - Current
Direct Member Support Specialist
Navy Federal Credit Union
02.2022 - 04.2025
Customer Support Representative
Nike
12.2015 - 02.2022
Associate Degree - Health and Human Services
UMA