Sasha Vaughan
Crescent City,CA
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals. Over 2 years of knowledge with Slack, Microsoft Office, Admin, Salesforce, Ring Central, and BigCommerce.
Overview
10
10
years of professional experience
Work History
Customer Service Representative
Deck Expressions
03.2024 - Current
- Handled customer inquiries and suggestions courteously and professionally.
- Handled customer inquires through chat, email, and phone calls.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to vendors.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered constant flow of customer calls with minimal wait times.
- Updated account information to maintain customer records.
- Updated daily customer shipping reports.
- Gathered, logged and monitored all shipping data.
- Streamlined return processes for improved productivity and reduced wait times.
- Processed claims with the supplier and handled replacement/return credits.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
Client Services Specialist III
Fashionphile
08.2021 - 01.2024
- Ability to defuse escalated customer situations through high-level problem solving, with excellent listening skills, the ability to ask probing questions, understand concerns, with resolution of customer issues
- Assists customers over the phone and through email in a timely manner
- Assist with CS Quality Assurance
- Handles manager-escalated calls and emails
- Assists team with inquiries and approves accommodations
- Ability to take payment over the phone with the use of Admin
- Daily use of Admin, Salesforce, Ring Central, Slack, Microsoft Word, and Excel
- Call center environment
- Knowledge of the resale of luxury items
- Provides assistance to clients
- Update shipping and billing address
- Provides timeframes of shipping, returns, selling, and payment
- Confirms payments, refunds, etc
- Provides excellent technical support
- Explained products and descriptions
- De-escalation
- Account management
- Train and onboard new hire employees
Salon Manager
Petco
09.2020 - 06.2021
- Set, enforced, and optimized internal policies to maintain responsiveness to demands
- Scheduled employees to maintain adequate coverage during business hours
- Oversaw daily operations of the salon, including employee performance, facility cleanliness, and sales
- Communicated with leaders through email and over the phone
- Made purchases through the online store for ordering new products
- Handled difficult situations and customers professionally and efficiently
- Answered phone calls and scheduled appointments online
- Spoke to customers regarding grooming, pricing, and cross-sold additional items, including pet food, treats, and toys.
Administrative Assistant
SolCal Energy Solutions
06.2020 - 09.2020
- Scheduled and set up interviews
- Updated job postings
- Submitted solar proposals
- Managed data in spreadsheets and reports
- Kept records and reports up to date
- Worked efficiently with Excel and Microsoft Word
Senior Groomer
Sydnee's Pet Grooming
10.2019 - 02.2020
- Ability to lift up to 50lbs
- Scheduled appointments using MyTime
- Handled cash and processed credit cards efficiently
- Bathed and groomed 6-8 dogs a day
- Performed hands-on check-ins
- Reviewed and assisted other groomers/bathers with their work
- Handled difficult situations and customers in a proper manner
- Provided specialty breed clips for Poodles, Schnauzers, and Yorkshire Terriers.
Pet Stylist
PetSmart
09.2015 - 03.2019
- Assists customers in person and over the phone
- Makes new customer profiles on SMS
- Books and creates new appointments
- Able to remain calm under difficult situations
- Knows how to deal with difficult dogs and customers
- Provides expert styling services to maintain a healthy, happy pet
- Satisfies pet parents with our look great guarantee
- Delivered continuous focus and attention to animals, promoting a high level of care and oversight.
Education
High School Diploma -
Vista Adult School
VistaSome College -Business - Business
Southern New Hampshire University
Hooksett, NHSkills
- Organizational Skills
- Time Management
- Receptionist
- Cashiering
- Cash Handling
- Customer service
- Phone etiquette
- Microsoft Office
- Retail Sales
- Management
- Data Entry
- Communication Skills
- Call center
- Salesforce
- Writing skills
- Computer skills
- Windows
- Slack
- Conflict Management
- Call center customer service
- Administrative assistant/receptionist
- Client Support
- Client Relations
- Outbound Calling
- De-Escalation Techniques
- Customer Service
- Quality Control
- File Management
- Account Management
- Payment Processing
- Billing Adjustments and Refunds
- Order Fulfillment
- Service Upselling
- Product and Service Knowledge
- Teamwork and Collaboration
- Customer Relationship Management (CRM)
- Cross-Functional Collaboration
- Order and Refund Processing
- Multi-Line Phone Talent
- Calm Under Pressure
- Complaint Resolution
- Product Education
- Salesforce CRM
- Remote Office Availability
- Call Metrics
- Call Center Operations
- Relationship Building
- Work Prioritization
- Customer Data Confidentiality
- Employee Coaching
- Quality Assurance Controls
- Brand Representation
- Policy Implementation
- Staff Development
- Verbal and Written Communication
- Team Leadership
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Customer Relations
- Complaint Handling
- Microsoft Excel
Additional Information
- Willing to relocate: Anywhere, Authorized to work in the US for any employer
Timeline
Customer Service Representative
Deck Expressions
03.2024 - Current
Client Services Specialist III
Fashionphile
08.2021 - 01.2024
Salon Manager
Petco
09.2020 - 06.2021
Administrative Assistant
SolCal Energy Solutions
06.2020 - 09.2020
Senior Groomer
Sydnee's Pet Grooming
10.2019 - 02.2020
Pet Stylist
PetSmart
09.2015 - 03.2019
High School Diploma -
Vista Adult School
Some College -Business - Business
Southern New Hampshire University
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