Vaughn Nelson
Houston,TX
Summary
Dedicated and adaptable professional with a proactive attitude and the ability to learn quickly. Strong work ethic and effective communication and leadership skills. Eager to contribute to a dynamic team and support organizational goals.
Overview
12
12
years of professional experience
Work History
Member Website Senior Advisor
Florida Blue - Blue Cross Blue Shield Of Florida
Jacksonville, Florida
10.2021 - Current
- Provided direction and guidance to advocates on complex tasks
- Maintained responsibility for all inquiries, concerns and complaints, resolving matters effectively and to satisfaction of customers.
- Resolved customer inquiries in a timely manner while adhering to service level agreements.
- Analyzed data and created reports for senior management.
- Handled all incoming escalated calls, and emails.
- Maintained positive working relationship with fellow staff and management.
- Created multimedia presentations with PowerPoint and video conferencing tools.
- Adapted teaching methods according to the needs of individual learners or groups.
- Suggested and offered specific training programs to help workers maintain or improve job skills.
Retention Specialist
AT&T
Mesa, Arizona
11.2018 - 09.2021
- Answered incoming customer inquiries via phone, email and live chat.
- Performed customer negotiations to reach fair conclusion for both business and customer.
- Compiled all calls and interactions into computer data system.
- Verified order changes to resolve customer complaints or concerns.
- Developed strong relationships with customers through friendly interactions.
Customer Service Sales Representative
Citibank
Jacksonville, FL
09.2012 - 10.2018
- Answered incoming customer calls regarding product questions, sales inquiries, and complaints.
- Collaborated with other departments to ensure efficient resolution of customer problems.
- Identified potential opportunities to upsell products or services.
- Educated customers on product features and benefits.
- Created detailed reports of daily sales activities for management review.
- Followed up with customer to identify and resolve service, account, or technical issues and maintain satisfaction.
- Identified customer needs by asking questions and advising on best solutions.
Education
Bachelor of Science - Information Technology Management
Maricopa Community Colleges - Mesa Community College
Mesa, AZ08-2026
High School Diploma -
Edward H. White High School
Jacksonville, FL08-2008
Skills
- Microsoft Office 365
- Coaching and Mentoring
- Customer Relations
- Performance Organization
- Data Entry
- Multi- Tasking
- Problem Solving
- Effective Communication
- Team building
- Troubleshooting
Timeline
Member Website Senior Advisor
Florida Blue - Blue Cross Blue Shield Of Florida
10.2021 - Current
Retention Specialist
AT&T
11.2018 - 09.2021
Customer Service Sales Representative
Citibank
09.2012 - 10.2018
Bachelor of Science - Information Technology Management
Maricopa Community Colleges - Mesa Community College
High School Diploma -
Edward H. White High School