Summary
Work History
Education
Timeline
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Alicia Ashabran

Rancho Cordova,United States

Summary

  • Dedicated to satisfaction of employers, co-workers, and clients with 26 years of experience in customer service.
  • Versatile multi-tasker and highly motivated self-starter.
  • Comfortable and confident when communicating with others.
  • Detail oriented problem-solver.

Work History

Customer Service Manager/Billing Specialist

Garmin International (formerly GEOS)
Rancho Cordova, California
10.2018 - 09.2022
  • Analyzed and applied technical information from engineers, dispatch operators and suppliers to maintain 21,270 Satellite Phone registrations.
  • Documented customer interactions and performed troubleshooting in customer relationship management software while resolving customer complaints and prioritizing customer satisfaction and loyalty.
  • Followed up with customers to verify resolution of reported issues related to Satellite Phone registrations and purchases of Search and Rescue memberships.
  • Created customer service processes and protocol to follow in Zendesk and on the phone.
  • Created and distributed monthly PowerPoint presentations to team members based on manually maintained monthly statistics reports in Excel.
  • Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
  • Contacted clients with past due accounts to formulate payment plans and discuss restructuring options.
  • Performed targeted collections on past due accounts aged over 30 days.
  • Handled account payments and provided information regarding outstanding balances.

Team Leader - Emergency Operations

GEOS Worldwide
Montgomery, TX
10.2016 - 05.2018
  • Questioned callers to determine nature of problems and locations to direct type of response needed to Search and Rescue teams.
  • Monitored satellite notification devices in 165 countries and helped coordinate 1,956 SOS incident responses.
  • Actively monitored 7 emergency notification programs concurrently while answering emergency phone calls and keeping emergency contacts updated during SOS incidents.
  • Coordinated SOS responses for customers in over 200 languages by working with translators.
  • Managed a team of 5; Created schedules and performed quality control on all tickets from shift.

Store Owner/General Manager

Self-employeed
Conroe, TX
04.2014 - 11.2017
  • Managed day-to-day business operations.
  • Consulted with customers to assess needs and propose optimal solutions.
  • Trained and motivated employees to perform daily business functions.
  • Enhanced operational efficiency and productivity by managing budgets, accounts and costs.
  • Created and monitored promotional approaches to increase sales and profit levels.
  • Reconciled daily sales, returns and financial reports in QuickBooks.
  • Provided financial management through preparation of bank deposits and settlement of sales, returns and transaction reports.
  • Kept all building areas and equipment functional and well-organized to promote business performance.
  • Enhanced product awareness by taking pictures of new and available product offerings and posting to company's website and media accounts.
  • Built relationships with customers and community to establish long-term business growth.
  • Organized promotional events and interacted with community to increase sales volume.
  • Demonstrated products to show potential customers benefits and advantages and encourage purchases.

Education

Associate of Science - Funeral Service Education

American River College
Sacramento, CA
12.2007

Bachelor of Arts - Psychology

California State University, Sacramento
Sacramento, CA
06.2005

Timeline

Customer Service Manager/Billing Specialist

Garmin International (formerly GEOS)
10.2018 - 09.2022

Team Leader - Emergency Operations

GEOS Worldwide
10.2016 - 05.2018

Store Owner/General Manager

Self-employeed
04.2014 - 11.2017

Associate of Science - Funeral Service Education

American River College

Bachelor of Arts - Psychology

California State University, Sacramento

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Alicia Ashabran