Ashlee Navarro
San Diego,CA
Summary
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
19
19
years of professional experience
Work History
Server
Jamul Casino
03.2022 - Current
- Enhanced customer satisfaction by promptly attending to their needs and providing personalized service.
- Maximized table turnover rate by efficiently managing reservations and seating arrangements.
- Increased sales with upselling techniques and thorough knowledge of menu items, specials, and promotions.
- Handled cash transactions accurately, contributing to balanced daily financial reports.
- Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
- Addressed customer complaints or concerns professionally, ensuring swift resolution and maintaining positive relationships.
Account Manager
MCI
11.2021 - 07.2023
- Increased client satisfaction by building strong relationships and addressing their needs promptly.
- Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
- Developed customized account plans for clients to help them achieve their business goals.
- Collaborated with sales team to identify potential upsell opportunities and expand client base.
- Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
- Provided comprehensive reporting on account performance, enabling clients to make data-driven decisions about future investments.
Account Manager
Phone Ware Inc
02.2019 - 10.2021
- Improved overall team productivity by implementing best practices in organization and time management.
- Assisted in the development of training materials for new hires, ensuring smooth onboarding process.
- Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
- Addressed problems with accounting, billing, and service delivery to maintain and enhance client satisfaction.
- Coordinated with internal teams to facilitate prompt delivery of client projects.
Front Office Manager
Phone Ware Inc
06.2016 - 01.2019
- Streamlined office operations by implementing efficient filing systems and organizational strategies.
- Enhanced team productivity by delegating tasks effectively and overseeing daily workflow.
- Reduced costs with meticulous budget monitoring and expense tracking for essential supplies and equipment.
- Facilitated smooth communication between departments, addressing concerns promptly to maintain harmonious work relationships.
- Coordinated office events and meetings, ensuring timely execution and optimal scheduling for all participants.
- Managed vendor relationships, negotiating contracts for cost savings while maintaining high-quality services.
- Assisted in the recruitment process, conducting interviews and onboarding new employees to promote a seamless integration into the team dynamic.
- Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
- Maintained accurate financial records by reconciling accounts payable/receivable transactions regularly to ensure balanced budgets.
- Oversaw facility maintenance requests, coordinating with building management to address repairs or improvements efficiently.
Operations Manager
Phone Ware Inc
10.2015 - 05.2016
- Improved customer satisfaction by implementing effective call center strategies and streamlining operations.
- Increased agent productivity through regular coaching, feedback sessions, and performance evaluations.
- Enhanced overall efficiency with the development and implementation of comprehensive training programs for new hires.
- Reduced employee turnover by fostering a positive work environment and providing career growth opportunities.
- Managed daily call center operations, ensuring optimal staffing levels to meet service level objectives.
- Implemented key performance indicators to track agent performance, driving continuous improvement in service quality.
Operations Supervisor
Phone Ware Inc
03.2015 - 09.2015
- Enhanced customer satisfaction by efficiently resolving escalated issues and providing timely solutions.
- Streamlined call center operations for increased productivity by implementing effective workforce management strategies.
- Reduced average handle time with targeted coaching sessions, improving overall call center efficiency.
- Developed comprehensive performance metrics to track and evaluate individual and team performance, driving continuous improvement.
- Implemented quality assurance processes, ensuring consistent adherence to company policies and procedures across the team.
- Managed scheduling and forecasting needs to maintain optimal staffing levels throughout various shifts and peak periods.
Customer Service Representative
Phone Ware Inc
12.2014 - 03.2015
- Enhanced customer satisfaction by resolving complex issues promptly and professionally.
- Reduced call resolution time through efficient problem-solving and communication skills.
- Maintained a thorough knowledge of products and services to provide accurate information to customers.
- Assisted team members in improving their performance through constructive feedback and sharing best practices.
- Consistently met or exceeded performance goals, contributing to the overall success of the call center.
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
Research Associate
Harte Hanks, Inc.
03.2005 - 03.2014
- Increased customer satisfaction by promptly addressing inquiries and resolving issues through active listening and effective communication.
- Boosted sales revenue by consistently meeting and exceeding daily, weekly, and monthly targets with efficient telesales strategies.
- Developed strong rapport with clients by maintaining a professional demeanor and ensuring a positive customer experience in each interaction.
- Conducted thorough follow-ups with potential clients to maintain engagement levels, resulting in increased conversion rates from lead to sale.
- Monitored personal performance metrics closely, identifying areas of improvement and implementing strategies for continuous growth within the role.
- Delivered scripted sales pitch to potential customers, adjusting pitch to meet needs of specific individuals and businesses.
Education
High School Diploma -
Foot Hills High School
San Marcos, CA06.2001
Skills
- Multitasking Abilities
- Foreign Language Proficiency
- Guest Engagement
- High-Volume Dining
- Client Relationship Management
- Sales Development
- Account Management
- Operations
- Delegation and Supervision
- Goal Setting and Tracking
- Adaptability and flexibility
- Continuous learning
Languages
Spanish
Native or Bilingual
Timeline
Server
Jamul Casino
03.2022 - Current
Account Manager
MCI
11.2021 - 07.2023
Account Manager
Phone Ware Inc
02.2019 - 10.2021
Front Office Manager
Phone Ware Inc
06.2016 - 01.2019
Operations Manager
Phone Ware Inc
10.2015 - 05.2016
Operations Supervisor
Phone Ware Inc
03.2015 - 09.2015
Customer Service Representative
Phone Ware Inc
12.2014 - 03.2015
Research Associate
Harte Hanks, Inc.
03.2005 - 03.2014
High School Diploma -
Foot Hills High School