Summary
Overview
Work History
Education
Skills
Timeline
CustomerServiceRepresentative

Ashley Graham

Fort Worth,TX

Summary

Knowledgeable and dedicated customer service professional with extensive experience in the customer service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

Overview

7
7
years of professional experience

Work History

Customer Service Representative

Guidepoint Systems
Fort Worth, TX
09.2021 - Current
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Answered constant flow of customer calls with minimal wait times.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Responded to customer requests for products, services and company information.
  • Provided primary customer support to internal and external customers.
  • Recommended products to customers, thoroughly explaining details.
  • Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.
  • Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
  • Provided information regarding charge accounts and loyalty programs.
  • Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
  • Delivered prompt service to prioritize customer needs.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.

Server

Hoffbrau Steakhouse
Fort Worth, Texas
11.2019 - 03.2020
  • Cultivated warm relationships with regular customers.
  • Worked with POS system to place orders, manage bills and handle complimentary items.
  • Explained menu items and suggested appropriate options for food allergy concerns.
  • Bussed and reset tables to keep dining room and work areas clean.
  • Kept server areas clean and stocked to increase efficiency while working tables.
  • Greeted new customers, discussed specials and took drink orders.
  • Kept register accurate through correct billing, payment processing and cash management practices.
  • Upsold high-profit items such as appetizers and mixed drinks to enhance sales numbers.
  • Used slow periods to restock supplies, ice, trays and delivery bags.

Server

Buffalo Wild Wings
Keller, TX
12.2016 - 04.2019
  • Cultivated warm relationships with regular customers.
  • Worked with POS system to place orders, manage bills and handle complimentary items.
  • Explained menu items and suggested appropriate options for food allergy concerns.
  • Bussed and reset tables to keep dining room and work areas clean.
  • Used communication and problem-solving skills to resolve customer complaints and promote long-term loyalty.
  • Greeted new customers, discussed specials and took drink orders.
  • Kept server areas clean and stocked to increase efficiency while working tables.
  • Stayed up-to-date on menu changes to help customers make food choices.
  • Applied comprehensive knowledge of wine, cider and beer to increase daily beverage sales.
  • Achieved monthly sales goals by using successful strategies to promote specials, desserts and alcoholic beverages.
  • Enlisted coworkers' assistance for multi-order delivery to avoid spilling or dropping food.
  • Kept register accurate through correct billing, payment processing and cash management practices.
  • Upsold high-profit items such as appetizers and mixed drinks to enhance sales numbers.
  • Used slow periods to restock supplies, ice, trays and delivery bags.
  • Increased sales significantly by upselling higher-end products to customers.
  • Checked identification for minimum age for sale of alcoholic beverages.

Receptionist

RCI Dining Services
Fort Worth , TX
02.2012 - 03.2016
  • Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
  • Kept reception area clean and neat to give visitors positive first impression.
  • Confirmed appointments, communicated with clients and updated client records.
  • Answered central telephone system and directed calls accordingly.
  • Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
  • Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
  • Resolved customer issues quickly and notified supervisor immediately when problems escalated.
  • Maintained files and records by implementing effective filing systems that boosted efficiency and organization.
  • Transcribed phone messages and relayed to appropriate personnel.
  • Used internal software to process reservations, check-ins and check-outs.
  • Collected room deposits, fees and payments.
  • Monitored office supplies by checking inventory and placing orders.
  • Used quick response and dynamic service skills to build relationships with patrons, improving customer retention rate.
  • Kept accounts in balance and ran daily reports to verify totals.
  • Confirmed relevant guest information and payment methods to prevent fraud.
  • Retrieved mail, packages and documents on behalf of guests, promptly verifying receipt and arranging for pickup or transmittal.
  • Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout.
  • Entered customer data into room system and updated information whenever patrons changed rooms.
  • Prepared weekly employee work schedules for team members.

Education

High School Diploma -

Azle High School
Azle, TX

Skills

  • Call Documentation
  • Customer Account Management
  • Courteous with Strong Service Mindset
  • Customer Data Confidentiality
  • Upbeat and Positive Personality
  • Responding to Difficult Customers
  • Understanding Customer Needs
  • Customer Retention Strategies
  • Calm and Professional Under Pressure
  • Answering Customer Questions
  • Creating Accounts
  • Cancellation Policies
  • Financial Transactions
  • Call Control

Timeline

Customer Service Representative

Guidepoint Systems
09.2021 - Current

Server

Hoffbrau Steakhouse
11.2019 - 03.2020

Server

Buffalo Wild Wings
12.2016 - 04.2019

Receptionist

RCI Dining Services
02.2012 - 03.2016

High School Diploma -

Azle High School

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Ashley Graham