Ashia Gilbert
Fayetteville,NC
Summary
Proven in enhancing customer satisfaction and streamlining operations, I leveraged my problem-solving abilities and Microsoft Office expertise at Accuserve to resolve complex issues, resulting in a significant increase in repeat business. Skilled in team collaboration and critical thinking, I excel in high-pressure environments, consistently delivering results beyond expectations. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
9
9
years of professional experience
Work History
Customer Service Representative
Accuserve
Dayton, OH
05.2024 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Improved customer satisfaction by efficiently managing property claims and ensuring timely resolutions.
- Ensured accurate documentation of property claims, facilitating smooth communication between all parties involved.
- Achieved timely resolution of property claims by investigating, evaluating, and settling a variety of cases.
- Handled lost property claims efficiently while maintaining up-to-date records of items found on board vehicles.
- Partnered with colleagues in litigation to handle intellectual property claims.
- Managed sensitive and confidential information with discretion and professionalism, protecting company interests and maintaining employee privacy.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
- Managed filing system, entered data and completed other clerical tasks.
Customer Service Specialist
Piedmont Natural Gas
Fayetteville, NC
09.2022 - 04.2024
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
- Managed high call volume while maintaining a courteous and professional demeanor.
- Assisted new employees with training, sharing best practices for handling difficult situations and achieving positive outcomes.
- Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
- Utilized time management strategies effectively while working remotely, balancing workload demands with personal responsibilities at home.
- Displayed excellent multitasking abilities, managing simultaneous tasks while maintaining a high level of accuracy and attention to detail.
- Managed high volume of incoming calls for efficient problem-solving and timely support, ensuring positive client experiences.
- Delivered exceptional verbal communication abilities during phone conversations or written correspondence with clients via email or chat platforms.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Addressed and resolved customer complaints and answered subsequent customer service questions.
- Improved customer satisfaction by efficiently addressing and resolving utility service inquiries and concerns.
- Streamlined billing processes for increased accuracy and timely payments from customers.
- Investigated accounts in negative standing and transferred account holder information to collections department.
- Prepared work order requests for new service, outages and maintenance actions.
Daycare Teacher
ABC Learning Center
Raeford, NC
02.2017 - 09.2022
- Sanitized toys and play equipment each day to maintain safety and cleanliness.
- Provided a safe and nurturing environment for children, regularly monitoring indoor and outdoor spaces for potential hazards.
- Actively encouraged children to develop their communication, problem-solving and social skills.
- Maintained tidy environment to comply with cleanliness and sanitation standards.
- Developed strong relationships with parents through regular communication about their child''s progress and needs.
- Assisted in preparation of meals and snacks to provide children with proper nutrition.
- Oversaw daily transitions between various activities such as snack time, outdoor playtime, naptime ensuring smooth operation of daily schedule.
- Instructed children in health and personal habits, such as eating, resting, and toileting.
- Guided students through daily routines, instilling a sense of responsibility and independence within each child.
- Improved classroom management by implementing clear expectations, consistent routines, and age-appropriate rewards systems.
- Enhanced children''s emotional development through empathetic communication and active listening techniques.
- Supported children's emotional development by providing comforting presence and listening to their concerns.
- Strengthened children's early literacy and math skills through interactive lessons and games.
- Implemented creative learning strategies, significantly increasing children's engagement with educational content.
- Improved classroom management by establishing clear rules and using positive reinforcement techniques.
Sales Associate
Burlington
Fayetteville NC
08.2016 - 02.2017
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Built relationships with customers to encourage repeat business.
- Managed returns, exchanges and refunds in accordance with store policy.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Prepared merchandise for sales floor by pricing or tagging.
- Helped customers locate products and checked store system for merchandise at other sites.
- Answered customer questions about sizing, accessories, and merchandise care.
- Provided positive first impressions to welcome existing, new, and potential customers.
- Rotated stock and restocked shelves to maintain product availability and store appearance.
- Engaged with customers to build rapport and loyalty.
- Boosted customer satisfaction levels through exceptional service, addressing concerns promptly, and providing a welcoming store environment.
- Solved customer challenges by offering relevant products and services.
- Accurately processed POS transactions, returning coin, currency, payment cards, and receipts to customers.
Cashier
Walmart
Fayetteville NC
10.2015 - 08.2016
- Greeted customers entering store and responded promptly to customer needs.
- Welcomed customers and helped determine their needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Built relationships with customers to encourage repeat business.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Helped customers complete purchases, locate items, and join reward programs.
- Restocked and organized merchandise in front lanes.
- Assisted customers with returns, refunds and resolving transaction issues.
- Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
- Stocked, tagged and displayed merchandise as required.
- Assisted customers with inquiries and provided exceptional service, resulting in positive feedback from shoppers.
- Resolved customer complaints professionally, leading to improved customer relations and loyalty.
- Handled multiple payment methods securely, minimizing discrepancies and potential losses.
- Enhanced customer satisfaction by providing efficient and accurate cash transactions.
- Mentored new employees on cashier duties and best practices, improving overall staff performance.
- Adapted quickly to new technologies implemented at POS systems, ensuring seamless transition periods for both staff and customers.
Education
Bachelors - Businesses Administration Management
Fayetteville State University
Fayetteville NCSkills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Problem Resolution
- Call center experience
- Computer Proficiency
- Money handling abilities
- Microsoft Excel
- Payment Processing
- Professional telephone demeanor
- Call Center Operations
- Microsoft Outlook
- Scheduling
- Follow-up skills
- Call Management
- Appointment Scheduling
- Team Development
- Documentation
- Administrative Support
- Microsoft PowerPoint
- Staff Training
- Clerical Support
- Spreadsheets
- Teamwork and Collaboration
- Friendly, Positive Attitude
- Problem-Solving
- Phone Etiquette
- Microsoft Office
Timeline
Customer Service Representative
Accuserve
05.2024 - Current
Customer Service Specialist
Piedmont Natural Gas
09.2022 - 04.2024
Daycare Teacher
ABC Learning Center
02.2017 - 09.2022
Sales Associate
Burlington
08.2016 - 02.2017
Cashier
Walmart
10.2015 - 08.2016
Bachelors - Businesses Administration Management
Fayetteville State University