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Customer Service Representative

Plano, Texas, United States
March 02, 2018

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Shabre Vaughn

Customer Service Representative/Client Care



My objective is to find a motivating, exciting and beneficial position in a field that will allow me to utilize my hardworking, multi-tasking and customer service skills


Customer Service Advocate II

Kohl’s Corporate Dallas, TX October 2014 to Present

Received 150-200 inbound calls daily

Assisted with product availability and placing online orders

Tracked orders via FedEx, UPS and USPS. Partnered with carriers to process claims for non-received, damaged or missing shipments.

Processed refunds for non-received, damaged and missing shipments claims.

Accessed Kohl’s charge card account to go over recent transactions purchased online and in store, meanwhile following Capital One credit guidelines. Provided available credit amount and processed payments to credit account.

Quality Analyst

United Health Care Irving, TX July 2013 to October 2014

•Coaching on required guidelines also providing one on one feedback with agent that do not pass quality evaluations.

•Identified any potential quality issues per defined process and escalate potential quality issues immediately to management.

•Monitored prerecorded calls and made sure they were HIPAA/CMS compliant.

•Teaching of the script to be read verbatim also providing side by side with agent.

•Calibrate quality assurance scoring with United Health Care Quality Supervisors

•ReEvaluation calls were always passing

Pharmaceutical Customer Service / Client Service Representative

Medco Health Irving, TX September 2009 to March 2013

•Provide the client first tier support for all client and clinician issues and needs.

•Effectively communicate and resolve issues.

•Responsible for the communication of relevant results and coordination of appropriate follow up with the client, operations and field support.

•Research and resolve problems.

•Maintain accurate and complete documentation in client and patient records in order to continuously improve the customer service process and reduce potential legal concerns.

•Assist members with HIPAA/ CMS guidelines, inventory processing, Medicare and Medicaid prescription drug plans, billing claims, explaining claim rejections and claim details for processing, offering Medco prescription to members that use retail to fill prescription drugs, processing prescription refills, provided order status for member’s prescription.

•Verification of eligibility under member’s prescription drug plan, drug coverage and pricing.

Client Care Relations

Bank of America Plano, TX August 2007 to August 2009

•Answered 200-300 phone calls on daily basis regarding home owner’s mortgage needs.

•Accepted client’s mortgage payments by phone and provided homeowners with their new principal balance.

•Provided homeowners with their next due date, updated their insurance provider, tax information, and answered questions dealing with escrow accounts, interest paid, principal balances,

•Partnered with estate to process release of lien for properties. Ordered all payoff’s involved in transactions, property tax certificates, HOA resale certificates, and municipality lien status or release.

•Answered questions in regards to pending items in escrow and took proactive action in providing updates for customers.

•Processed disbursements from escrow account to pay out taxes.

•Assisted homeowners with the qualifications for MHA programs, and went through the check points to see if they qualify for the program.


High School Diploma

Bryan Adams High School - Dallas, TX

2000 to 2004

University of Phoenix

June 2016 to Present


•Microsoft Word, Excel and Outlook

•Strong written and verbal skills

•Willingness to learn


•Detailed and thorough in work habits

•Typing, 10key and data entry

•Available for overtime and weekends if required


•Laneatte Williams (supervisor) Bank of America 214-***-****

•Latoya Robinson (supervisor) Medco Health Solutions 972-***-****

•Courtney Young (supervisor) Kohl’s Corporate 214-***-****

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