Summary
Overview
Work History
Education
Skills
Timeline
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Ashlee Collins

Coral Springs,FL

Summary

Highly organized, punctual and professional Customer Service Representative tackling any job task with gusto and precision. With over 5 years in a fast pace customer service environment; I maintain a calm and pleasant demeanor skilled in resolving customer complaints, processing orders, and improving customer satisfaction.

Motivated and proactive professional offering exceptional quality in all forms of communication but not limited to listening, verbal and written skills. Delivering remarkable service when responding to questions and inquiries quickly, strong computer, data entry and typing skills; works well amongst multiple technology platforms, operating technology quickly and diligently as service evolves and the use of multiple monitors at a time.

Primarily experienced in a similar customer work environment; adds greats value to any organization in need of great collaboration, interpersonal, and multitasking abilities. Meets tight deadlines every time. Hardworking and reliable with strong ability in servicing high volume levels of customers daily with little to no noise in work environment.

Proven history of fostering to meet team, individual and management objectives with a resilient and curious mindset.

Open to receive and act on feedback to improve work ethic. Seeks to learn new material to meet work goals and is a sufficient independent thinker and problem solver with the ability to collaborate with many sources including customers, patients, caregivers and fellow team members to provide top-level solutions.

Overview

6
6
years of professional experience

Work History

Customer and Sales Team Leader (Full- Time)

Bed Bath & Beyond
Pompano Beach, FL
10.2018 - 04.2022
  • Primary Key Holder to building security, safe and accounting for opening and closing hours.
  • Supervised daily operations and sales functions to maximize revenue, customer satisfaction and employee productivity.
  • Managed time to cover daily sales, delivery and inventory requirements, oversee cash deposits and reconcile weekly payroll.
  • Maintained associate payroll, benefit and performance information.
  • Organized and balanced multiple priorities within fast-paced environment.
  • Led, built and developed team for modeling service excellence.
  • Managed department call volume of 200 calls per day and coordinated department schedules to maximize coverage during peak hours.
  • Worked with providers to define quality metrics and outcome reporting process.
  • Established positive rapport with customers, managers and customer service team members to receive loyalty and maintain positive relationships and successful work environment.
  • Performed nightly accounts in management to review sales made on daily basis reporting and recording profitability and conversion.
  • Review strengths and weaknesses in performance levels of customer care and made adjustments to improve conversion and quality assurance.
  • Showcased product features to customers and discussed technical details to overcome objections and lock in sales.
  • Visited customer locations to evaluate requirements, demonstrate product offerings and propose strategic solutions for diverse needs.
  • Followed up with customers after completed sales to assess satisfaction and resolve technical or service concerns.
  • Educated customers about product features and benefits to aid in selecting best options for each individuals' needs.
  • Provided first-rate service to all customers and potential customers.
  • Motivated, trained and developed team members to meet and exceed sales goals through positive reinforcement.
  • Fulfilled orders and sourced products to meet rigorous customer delivery schedules.
  • Supported retail distributors, dealers and customers through in-person and telephone support.
  • Managed shift team members on duty for over 25 hours.
  • Completed stock inventories to identify and address issues negatively impacting controls.
  • Managed projects, delivering positive outcomes within time and budget constraints.
  • Unloaded shipments, reviewed merchandise and tracked paperwork.
  • Conferred with managers and engineering personnel to revise plans and achieve demanding targets.
  • Verified incoming products and checked delivery totals to keep system records current and accurate.
  • Implemented organizational systems to optimize product placement and operational productivity.
  • Drove team revenue efficiency totals up 21% by anticipating needs and providing outstanding support.
  • Tracked, updated and added to Records of shipment, customer service engagement, sales and accounts drafts to be used as reference for audits transferred to operations department.
  • Communicated amongst multiple district stores of operation for reports and analysis on sales and customer inquiries.
  • Conducted monthly and quarterly safety checks on all equipment and security tools. Including exist doors, alarms and ladders used regularly to report if upgrades are necessary.
  • Verified and signed reports and projects completed by associates with daily tasks and projects.
  • Anticipate needs of associates and customers to provide outstanding levels of support.
  • Maintained time efficiency on task scheduling.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
  • Investigated and resolved accounting, service and delivery concerns.
  • Trained and developed new hires in company processes, product knowledge, customer service and selling techniques.
  • Maintained records related to sales, returns and inventory availability.
  • Assisted staff with resolving complex customer issues and implementing targeted solutions.
  • Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
  • Assisted customers with making payments or establishing payment plans to bring accounts current.
  • Upheld quality control policies and procedures to increase customer satisfaction.
  • Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
  • Audited customer account information to identify issues and develop solutions.
  • Evaluated and authenticated returns, exchanges and voids.
  • Processed documentation and troubleshot discrepancies to build client rapport.
  • Troubleshot shortages and overages to support quality control efforts.
  • Mitigated escalated issues to drive customer satisfaction.
  • Evaluated employee job performance and motivated staff to improve productivity.
  • Responded to phone and online customer service requests within designated turnaround time to improve customer satisfaction ratings.
  • Organized shift assignments to meet expected coverage demands by factoring in typical loads and upcoming changes.
  • Enhanced company-wide procedures and policies to improve employee morale and boost customer satisfaction.
  • Explained benefits, features and recommendations to maximize client retention.
  • Managed correspondence, tracked activity and leveraged data communications to boost traceability initiatives.
  • Led team engagement to assist cross-functional departments and achieve goals.
  • Mitigated regulatory risks by leading and developing sales analysis team protocol and compliance initiatives.
  • Executed on-time and under-budget project management to resolve complex issues.
  • Conducted training and offered staff development opportunities to decrease process lags.
  • Calculated correct order totals, updated accounts and maintained detailed records for inventory management.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Upheld quality control policies and procedures to increase customer satisfaction.
  • Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
  • Audited customer account information to identify issues and develop solutions.
  • Evaluated and authenticated returns, exchanges and voids.
  • Reached out to customers after completed sales to suggest additional service or product purchases.
  • Communicated professionally with colleagues, freelancers and clients.
  • Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Created and maintained detailed database to develop promotional sales.
  • Mitigated regulatory risks by leading and developing sales analysis team protocol and compliance initiatives.
  • Executed on-time and under-budget project management to resolve complex issues.
  • Responded to phone and online customer service requests within designated turnaround time to improve customer satisfaction ratings.
  • Organized shift assignments to meet expected coverage demands by factoring in typical loads and upcoming changes.
  • Calculated correct order totals, updated accounts and maintained detailed records for inventory management.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Answered inbound calls, chats and emails to facilitate customer service.
  • Reviewed account and service histories to identify trends and resolve issues.
  • Informed customers about billing procedures, processed payments and provided payment option setup assistance.
  • Executed on-time and under-budget project management to resolve complex issues.
  • Educated customers on special pricing opportunities and company offerings.
  • Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
  • Audited customer account information to identify issues and develop solutions.
  • Consulted with customers to resolve service and billing issues.
  • Documented customer correspondence in CRM to track requests, problems and solutions.
  • Upheld quality control policies and procedures to increase customer satisfaction.
  • Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
  • Processed documentation and troubleshot discrepancies to build client rapport.
  • Troubleshot shortages and overages to support quality control efforts.
  • Led team engagement to assist cross-functional departments and achieve goals.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Organized client contracts, records, reports and agendas to strengthen traceability.
  • Relayed customer feedback to cross-functional teams to improve products and services.
  • Fielded customer complaints and queries, fast-tracking them for problem resolution.
  • Upheld quality control policies and procedures to increase customer satisfaction.
  • Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
  • Audited customer account information to identify issues and develop solutions.
  • Evaluated and authenticated returns, exchanges and voids.
  • Liaised cross-functionally to develop operational improvement initiatives.
  • Explained benefits, features and recommendations to maximize client retention.
  • Upsold products and services to address customer needs and maximize sales.
  • Answered inbound calls, chats and emails to facilitate customer service.
  • Reviewed account and service histories to identify trends and resolve issues.
  • Informed customers about billing procedures, processed payments and provided payment option setup assistance.
  • Executed on-time and under-budget project management to resolve complex issues.
  • Educated customers on special pricing opportunities and company offerings.
  • Displayed current promotions, exchange guidelines, payment policies and security practices.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.

Inventory Control Specialist (Part - Time)

Bed Bath & Beyond
Pompano Beach, FL
10.2017 - 10.2018
  • Prepared merchandise for sales floor by pricing or tagging.
  • Unloaded shipments, reviewed merchandise and tracked paperwork.
  • Verified incoming products and checked delivery totals to keep system records current and accurate.
  • Kept merchandise moving smoothly and accurately from stockroom to sales floor.
  • Recorded information, shortages and discrepancies to keep records current and accurate.
  • Completed physical inventory counts each month.
  • Used equipment like scanners and various size ladders to access inventory.
  • Worked with supervisors and team members to understand supply needs and bring levels within desired tolerances.
  • Input data in Excel and Service Portal to create updated status reports for quick reference of project progress and deadlines.
  • Addressed supply problems and developed creative solutions to prevent delays.
  • Manages over 20 calls per day.
  • Completed daily cycle counts to maintain accuracy of records.
  • Checked prices and calculated totals for accurate invoice processing.
  • Completed stock inventories to identify and address issues negatively impacting controls.
  • Audited and corrected discrepancies in inventory numbers.
  • Received, sorted and processed damaged goods with vendors or manufacturers.
  • Implemented organizational systems to optimize product placement and operational productivity.
  • Conferred with managers, sales teams and engineering personnel to revise plans and achieve demanding targets.
  • Displayed current promotions, exchange guidelines, payment policies and security practices.
  • Minor Customer Assistance (if needed by customer on sales floor) - fully capable of pausing inventory work to fully assist customers in item recommendation and selection.

Sales Representative (Part- Time)

Bed Bath & Beyond
Pompano Beach, FL
04.2017 - 06.2018
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Met with existing customers and prospects to discuss business needs and recommend optimal solutions.
  • Developed and delivered engaging sales presentations to convey product benefits.
  • Determined problem areas and resolved issues related to profitability and business objective achievement.
  • Served as liaison for company, clients and referred prospects regarding inquiries, issues, order management, post-sales follow-up and customer relations.
  • Enhanced marketing and sales strategies to increase profitability and develop organizational pipeline.
  • Achieved monthly sales goals by promoting product benefits and enrolling new clients.
  • Surpassed sales objectives several consecutive years by cultivating productive client partnerships.
  • Provided primary customer support to internal and external customers.
  • Responded to customer requests for products, services and company information.
  • Recommended products to customers, thoroughly explaining details.
  • Promoted available products and services to customers during service, account management and order calls.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Clarified policy and instructions on products.
  • Answered product and service questions, suggesting other offerings to attract potential customers.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Reached out to customers after completed sales to suggest additional service or product purchases.
  • Provided ongoing guest service.
  • Updated databases to handle customer data.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Cross-trained and provided backup support.
  • Upsold products and services to address customer needs and maximize sales.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Delivered prompt service to prioritize customer needs.
  • Sought ways to improve processes and services provided.

Customer Service Representative (Part Time)

Bed Bath & Beyond
Pompano Beach, FL
10.2016 - 04.2017
  • Provided primary customer support to internal and external customers.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Processed customer adjustments to maintain financial accounts.
  • Recommended products to customers, thoroughly explaining details.
  • Answered incoming telephone calls to provide store, products, and services information.
  • Made outbound calls to obtain account information.
  • Answered questions about store policies and addressed customer concerns.
  • Helped customers complete purchases, locate items and join reward programs.
  • Processed customer refunds and exchanges according to established guidelines.
  • Provided friendly service and assistance to clients promote customer loyalty, satisfaction and sales.
  • Operated cash register for cash, check and credit card transactions with excellent accuracy levels.
  • Managed over 800 calls on average per shift.
  • Welcomed customers and helped determine their needs.
  • Worked flexible schedule and extra shifts to meet business needs.
  • Greeted customers entering store and responded promptly to customer needs.
  • Maintained secure cash drawers, promptly resolving discrepancies in daily totals.
  • Restocked and organized merchandise in front lanes.

Education

Associate of Arts - Computer And Information Sciences

Broward College
Fort Lauderdale, FL
08.2022

High School Diploma -

Northeast High School
Oakland Park, FL
03.2016

Skills

  • Staff Development and Training
  • Quality Assurance
  • New Hire Orientation
  • Office Management
  • Time Management
  • Team Building
  • Appointment Scheduling
  • Report Preparation and Analysis
  • Handling Complaints
  • Coaching and Mentoring
  • Motivational Leadership
  • Microsoft Office
  • Relationship Building
  • Workflow Optimization
  • Team Leadership
  • Handling Customer Complaints
  • Schedule Coordination
  • Decision Making
  • Multitasking and Organization
  • Staff Scheduling
  • Customer Service
  • Performance Management
  • Team Management and Supervision
  • Complex Problem Solving
  • Research and Analysis
  • Regulatory Compliance
  • Attention to Detail
  • Multitasking and Prioritization
  • Delegation and Work Assignment
  • Budget Management
  • Customer Service Management
  • Mail and Package Distribution
  • Administration and Operations
  • Root Cause Analysis
  • Adaptable and Resilient
  • Inventory Management
  • Phone and Email Etiquette
  • Vendor Management
  • Cross-Functional Collaboration
  • Confidence and Drive
  • Documentation and Recordkeeping
  • Methodical and Organized
  • Database Maintenance

Timeline

Customer and Sales Team Leader (Full- Time)

Bed Bath & Beyond
10.2018 - 04.2022

Inventory Control Specialist (Part - Time)

Bed Bath & Beyond
10.2017 - 10.2018

Sales Representative (Part- Time)

Bed Bath & Beyond
04.2017 - 06.2018

Customer Service Representative (Part Time)

Bed Bath & Beyond
10.2016 - 04.2017

Associate of Arts - Computer And Information Sciences

Broward College

High School Diploma -

Northeast High School

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Ashlee Collins