Ashlee Brazelton
Lexington Park
Summary
Dynamic customer service professional with 3 years of experience in call centers and hospitality environments. Proven ability to manage over 40 calls daily, consistently resolving client issues efficiently while prioritizing satisfaction. Committed to leveraging strong communication and problem-solving skills to enhance the customer experience and contribute positively to the team. Eager to bring a proactive approach to service excellence as a representative for the company.
Overview
10
10
years of professional experience
Work History
Senior High Priority Experience Coordinator
Capital One
07.2024 - Current
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Maintained a high accuracy rate in regards to Business Critical Behaviors (BCB)
- Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to customers.
- Collaborated with cross-functional teams to address customer concerns and escalate issues as needed.
- Provided feedback on system functionality to improve user experience for future updates.
Customer Service Coordinator
Capital One
02.2023 - 07.2024
- Excelled in maintaining high standards of customer service while navigating fast-paced operational challenges.
- Facilitated resolution of product and service challenges by understanding member concerns, diagnosing issues, and articulating effective solutions.
- Executed simultaneous task management, demonstrating resilience and flexibility in response to changing priorities
- Handled escalated customer issues with empathy and patience, working closely with management to reach satisfactory resolutions.
- Handled incoming customer calls with a focus on delivering outstanding telephone etiquette and service quality.
- Collaborated with other departments to ensure that all requests were handled quickly and efficiently.
Bartender/ WCT Server
Buffalo Wild Wings
02.2021 - 09.2025
- Achieved successful onboarding of new employees through effective training as a certified trainer. Enhanced team performance by equipping new hires with necessary skills and knowledge. Promoted a positive training experience that contributed to employee retention.
- Demonstrated capability to handle various customer interactions and tasks concurrently in a dynamic setting to enhance service delivery.
- Highlighted and presented menu offerings to improve overall guest satisfaction levels.
- Cultivated and sustained an inviting atmosphere for guests to enhance their dining experience.
- Responded effectively to changing work assignments and schedules, ensuring operational continuity.
Scheduling Coordinator
Barton Cotton Graphics
07.2020 - 02.2021
- Evaluated and presented production reports informed by manager feedback to provide strategic guidance on production status.
- Created and maintained accurate schedules for account managers, ensuring alignment with client needs and deadlines.
- Facilitated site production scheduling and provided expert advice to optimize operations in print and bindery department.
- Coordinated efforts among management, shift supervisors, and client services to address and resolve on-site operational concerns.
- Oversaw information collection from external stakeholders to facilitate updates on scheduling and production timelines. Evaluated incoming data to validate its appropriateness and alignment with project requirements. Guided team members in ensuring accurate information flow.
- Ensured comprehensive documentation of machine operations to support maintenance efforts.
- Oversaw data entry operations for quality control master and promail systems. Facilitated data integrity through meticulous entry and verification processes. Coordinated with teams to enhance data management efficiency.
Assistant Outlet Manager
Ocean Downs Casino
12.2017 - 06.2020
- Coordinated and optimized daily functions for multiple outlets to maintain operational excellence.
- Oversaw outlet operations by providing shift coverage and executing administrative responsibilities. Facilitated data entry and inventory management initiatives. Contributed to recruitment and termination efforts. Created templates for enhanced software applications.
- Addressed and resolved scheduling conflicts and customer complaints to enhance service quality and client satisfaction.
- Coordinated outlet scheduling and monitored employee disciplinary records to ensure compliance.
- Monitored and reinforced adherence to established policies and procedures, ensuring alignment with company standards.
Server
Ocean Downs Casino
06.2017 - 05.2020
- Delivered exceptional customer service in high-volume dining environment.
- Streamlined order processes, reducing wait times and improving table turnover rates.
- Collaborated with kitchen staff to ensure timely food delivery and quality standards.
- Resolved customer complaints promptly, enhancing overall dining experience.
- Developed rapport with regular patrons, fostering loyalty and repeat business.
Teller
PNC Bank
11.2018 - 11.2019
- Protected bank operations and fostered customer confidence through diligent management of sensitive information.
- Resolve customer inquiries and issues promptly, enhancing overall service quality.
- Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
- Maintain up-to-date knowledge of bank products and services to assist customers effectively.
- Executed dual-control functions to maintain compliance with bank operations and security standards.
Front Desk Representative
Hotel Monte Carlo Boardwalk
02.2018 - 10.2018
- Oversaw reservation management and coordinated breakfast bar arrangements. Supported general manager in executing tasks and projects efficiently. Processed reservation cancellations and facilitated payment collection through multiple channels. Resolved guest complaints with a focus on customer satisfaction. Provided comprehensive answers to guest inquiries. Supervised cash handling procedures.
- Managed front desk operations, ensuring efficient check-in and check-out processes.
- Provided exceptional customer service, addressing guest inquiries and resolving complaints promptly.
- Coordinated room assignments and maintained accurate reservation records using hotel management software.
- Conducted regular inventory checks of lobby supplies and amenities, ensuring availability for guests.
- Collaborated with housekeeping to ensure timely room readiness and maintenance of cleanliness standards.
President Office Receptionist
Salisbury University
08.2016 - 02.2018
- Oversaw communication for university president by managing phone calls and messages. Coordinated errands for both presidential office and academic affairs. Executed tasks for academic affairs to support operational efficiency. Facilitated preparation for executive meetings. Streamlined filing processes to enhance organization.
- Oversaw front office activities by efficiently routing incoming calls to designated personnel. Managed the handling of sensitive information through accurate filing, copying, and faxing processes. Contributed to a professional office environment by ensuring smooth administrative operations.
Education
Bachelor of Arts (B.A.) -
Salisbury University
Salisbury, Maryland, MD12.2018
Associate of Arts -
College of Southern Maryland, Salisbury University
La Plata, Camden, MDGraduate -
North Point High School
Waldorf, MD01.2013
Skills
- Experienced with MS Office tools
- Windows
- Quality assurance
- Call management skills
- Strong attention to detail
- Effective conflict resolution
- Customer engagement
- Strong Verbal and Written Communication
- Technical support
- Critical thinking
Timeline
Senior High Priority Experience Coordinator
Capital One
07.2024 - Current
Customer Service Coordinator
Capital One
02.2023 - 07.2024
Bartender/ WCT Server
Buffalo Wild Wings
02.2021 - 09.2025
Scheduling Coordinator
Barton Cotton Graphics
07.2020 - 02.2021
Teller
PNC Bank
11.2018 - 11.2019
Front Desk Representative
Hotel Monte Carlo Boardwalk
02.2018 - 10.2018
Assistant Outlet Manager
Ocean Downs Casino
12.2017 - 06.2020
Server
Ocean Downs Casino
06.2017 - 05.2020
President Office Receptionist
Salisbury University
08.2016 - 02.2018
Bachelor of Arts (B.A.) -
Salisbury University
Associate of Arts -
College of Southern Maryland, Salisbury University
Graduate -
North Point High School