Sophia Vaughn
Houston
Summary
As customer service professional, brings valuable experience in addressing and resolving customer issues effectively. Known for strong focus on team collaboration and achieving positive outcomes. Reliable and adaptable with excellent communication and problem-solving skills.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Medical Transportation Management
01.2023 - 02.2025
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for medical transportation and company information.
- Rescheduled transportation
Team Leader
Money Management International
05.2022 - 12.2023
- Mentored new hires, providing guidance to ensure their successful integration into the team.
- Managed escalated customer complaints, ensuring swift resolution and preventing further dissatisfaction.
- Enhanced customer satisfaction by promptly resolving issues and addressing concerns.
- Led by example through consistently maintaining excellent performance standards.
- Achieved high levels of customer satisfaction with timely problem resolution and effective communication.
- Reduced staff turnover by implementing targeted training programs and fostering a positive work environment.
Patient Care Representative
Acclara Solutions
05.2021 - 01.2022
- Actively participated in staff meetings contributing valuable insights into improving processes within the clinic to enhance patient experience.
- Maintained confidentiality of patient data and condition to safeguard health information.
- Responded to patient queries and concerns concerning insurance coverages and deductibles.
- Coordinated patient referrals to specialists or external facilities when necessary for further treatment or evaluation.
- Handled prescription refill requests.
- Answered incoming calls, scheduled appointments and filed medical records.
Call Center Representative
TOYOTA FINANCIAL SERVICES (TFS)
11.2019 - 04.2021
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Delivered prompt service to prioritize customer needs.
Team Lead/Cashier
Texas Children's Hospital
03.2017 - 11.2019
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Trained new team members by relaying information on company procedures and safety requirements.
- Worked different stations to provide optimal coverage and meet production goals.
- Collected, arranged, and input information into database system.
- Gathered, organized and input information into digital database.
- Greeted customers entering store and responded promptly to customer needs.
- Welcomed customers and helped determine their needs.
Cashier
Houston Zoo
03.2015 - 03.2016
- Worked behind the cash register
- Handled large amounts of money and processed credit card transactions
- Cleaned up behind my register
- Cleaned up the sales floor and straightened up merchandise
- Accomplishments
- I always made guest feel comfortable
- Always smiling & thanking guest for coming into the store
- Skills Used
- Typing skills
- Great customer service
- Very fast paced
Education
No Degree - Medical Assistant
Everest Institute
Houston, TX01.2011
High School Diploma -
Jack Yates High School
Houston, TX01.2010
Post-Degree Certificate - Dental Hygiene
The College of Health Care Professions
TX05-2026
Skills
- Customer Service
- Food Service
- Data entry
- Critical thinking
- Active listening
- Microsoft SQL Server
- Typing
- Customer service
- Cash handling
- Sales
- Computer skills
- Computer literacy
- Clerical experience
- Medical terminology
- Time management
- Organizational skills
- Microsoft Office
- Google Docs
- Microsoft Excel
- Health information management
- Communication skills
Certification
- CPR Certified
- May 2011 to May 2013
Timeline
Customer Service Representative
Medical Transportation Management
01.2023 - 02.2025
Team Leader
Money Management International
05.2022 - 12.2023
Patient Care Representative
Acclara Solutions
05.2021 - 01.2022
Call Center Representative
TOYOTA FINANCIAL SERVICES (TFS)
11.2019 - 04.2021
Team Lead/Cashier
Texas Children's Hospital
03.2017 - 11.2019
Cashier
Houston Zoo
03.2015 - 03.2016
No Degree - Medical Assistant
Everest Institute
High School Diploma -
Jack Yates High School
Post-Degree Certificate - Dental Hygiene
The College of Health Care Professions
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