Customer Support Specialist, Writer

Alivia Vaughns

Austin, Texas 385-***-**** advkz7@r.postjobfree.com

EXPERIENCE

NEXT Insurance – Austin, Texas

Agency Support Advisor November 2021 – Present ● Directs partnered agents and agencies on support practices for clients through expert counsel on policies.

●Facilitates training sessions for incoming agent advisors.

●Management-select for focus group with Engineering and Product Team to improve customer-facing platforms. ● Evaluates, assesses risks, and provides recommendations for prospective customers.

Customer Support Specialist August 2021 – November 2021

●Engaged with multiple internal channels to determine best strategies for assisting and directing customers.

●Evaluated policies for compliance and endorsed or rewrote policies as required to support vendors and other third parties

●Cross examined customers’ current situations and evaluated policies for accuracy, proper coverage, areas of opportunity and needs based on existing business.

Starbucks – Pittsburgh, Pennsylvania

Barista Trainer July 2018 - August 2021 ● Trained new employees on company policies, guidelines, rules and procedures.

●Architected and implemented successful training strategies based on individual employee knowledge, experience, and skill set.

●Cultivated unique experiences grounded in the Starbucks brand of understanding the customer’s needs, while embracing a high performance culture.

Delta Phi Epsilon Sorority of the University of Pittsburgh – Pittsburgh, Pennsylvania

Vice President of Membership Development April 2020 - April 2021 ● Created a virtual program for new member engagement while simultaneously overseeing 10 chair positions during COVID-19.

●Developed and hosted several new member virtual events during COVID-19, on various topics aligned with input from members. ● Mentored and educated 40 new members to preserve the core Chapter values. ● Elected by members to attend the National Leadership Training retreat.

Social Media Chair April 2019 - April 2020 ● Prioritized and created brand continuity on social media.

●Aligned social media content with brand strategy focusing on philanthropy, community outreach, and events.

●Revitalized Chapter’s Instagram account by increasing follower count and content engagement. ● Promoted philanthropic awareness that resulted in an increase in fundraising.

EDUCATION University of Pittsburgh, School of Arts and Sciences – Pittsburgh, Pennsylvania

Bachelor of Arts in Urban Studies, Bachelor of Arts in English Writing May 2021

●Relevant Experience: Developed community empowerment strategies working alongside the City of Pittsburgh, applying Geographic Information System skills and research skills. Presented to the City of Pittsburgh Planning team on independent research and initiatives to achieve desired growth.

●Global Studies Certificate

PUBLICATIONS AND ACHIEVEMENTS

●“Gun Song,” Bullets Into Bell, March 2021

●“Resistance of Demolished Skin” / “Vibrant Vacancy,” 1st place in University of Pittsburgh 2021 Writer’s Cafe Contest (Poetry), April 2021

●“You remember this day when your father cried,” Honorable mention in University of Pittsburgh Diversity Forum - The Art of Diversity Showcase 2020, June 2020

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