Aishley Jarenski
Apache Junction,AZ
Summary
Forward-thinking Manager with comprehensive experience implementing new processes and managing and planning innovations. Bringing outstanding problem-solving and abilities paired with in-depth knowledge of policies and procedures. Polished in evaluating employee performance and overseeing key projects.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Coach
Asurion
Maricopa, CA
07.2018 - 10.2023
- Managed program budget, checking funds remaining, spending and money raised.
- Adhered to equipment and apparel standards to promote safety and fair play and made new equipment orders when appropriate.
- Established professional relationships with team members and coaches.
- Established clear benchmarks for performance and monitored individual and team progress.
- Analyzed customer feedback data to identify areas of improvement in processes and procedures.
- Identified opportunities for process improvements through analyzing existing systems, procedures, and industry best practices.
- Led team to exceed [Timeframe] sales quotas for outbound calls and managed team to drive and develop solutions to close sales by identifying and eliminating objections.
- Conducted weekly one-on-one meetings with individual team members.
- Mentored and internally promoted successful company sales and account management staff into leadership positions to drive company growth.
- Identified trends in customer inquiries or complaints and implemented strategies to address them.
- Assisted in developing monthly, quarterly, annual goals for each team member.
- Created reports and tracked performance metrics for the call center team.
- Recruited qualified candidates for open positions within the call center team.
- Trained new employees on product knowledge, company policies, and soft skills related to the role of a Call Center Sales Supervisor.
- Established standards of excellence for customer service delivery.
- Coached, developed and motivated team to achieve revenue goals.
- Monitored and evaluated team member performance and collaborated to create developmental plans to drive improved performance.
- Organized training sessions for staff members on topics such as communication skills, conflict resolution, problem solving.
- Managed workflow by assigning tasks according to skill level.
- Provided coaching and mentoring to call center agents on sales techniques.
- Wrote call scripts and created call-handling strategies and procedures to improve performance, results and customer satisfaction.
- Reviewed incoming calls from customers for accuracy of information entered into database systems.
- Developed action plans to improve customer service and sales results.
- Monitored daily call volumes, handle times, and other key performance indicators.
- Established ambitious goals for employees to promote achievement and surpass business targets.
- Collaborated with management teams to develop new initiatives that increase efficiency and effectiveness within the call center environment.
- Met with sales and design departments to determine project road maps and create unique products to drive profitability and champion brand.
- Supported sales team members to drive growth and development.
- Implemented new processes for handling complex inquiries from customers.
- Organized team activities to build camaraderie and foster pleasant workplace culture.
Customer Retention Executive
Asurion
Maricopa, AZ
03.2016 - 07.2018
- Fielded customer complaints and queries, fast-tracking for problem resolution.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- Surpassed sales goals through implementation of successful marketing strategies.
- Suggested process improvements to increase efficiency of service delivery systems.
- Resolved customer complaints promptly and professionally.
- Assisted in training new Customer Service Representatives when needed.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Identified customer needs to upsell products or services.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Exceeded established service goals while leveraging customer service, sales and employee management best practices.
- Performed general office duties such as filing, data entry, organizing documents.
- Analyzed performance metrics on a regular basis to identify areas needing improvement.
- Utilized problem solving skills to resolve complex matters in a timely manner.
- Ensured quality standards were met throughout all customer interactions.
Education
High School Diploma -
Marana High School
Marana, AZ01-2003
Some College (No Degree) -
New Mexicoa State University
Las Cruces, NMSkills
- Agenda Planning
- Group Facilitation
- Event Scheduling
- Performance Evaluation
- Meeting Coordination
- Office Equipment Troubleshooting
- Data Entry
- Project Coordination
- Computer Skills
- Time Management
- Schedule and Calendar Management
- Staff Hiring
Certification
- property and casualty insurance license
Timeline
Coach
Asurion
07.2018 - 10.2023
Customer Retention Executive
Asurion
03.2016 - 07.2018
High School Diploma -
Marana High School
Some College (No Degree) -
New Mexicoa State University