Ashlee Wellman
Huntington,WV
Summary
Dynamic Retention Specialist at IBEX Global with a proven track record in reducing churn rates through strategic relationship building and effective problem-solving. Leveraging strong analytical skills and excellent communication, I enhance customer satisfaction and drive loyalty, ensuring mutually beneficial outcomes and fostering long-term partnerships. With hands-on experience in retention and talent for navigating challenges. Brings strong problem-solving skills and proactive approach to new tasks. Known for adaptability, creativity, and results-oriented mindset. Committed to making meaningful contributions and advancing organizational goals.
Overview
17
17
years of professional experience
Work History
Retention Specialist
IBEX Global
Beckley, WV
06.2023 - 12.2025
- Handled escalated customer complaints professionally, de-escalating situations while finding mutually beneficial resolutions.
- Enhanced customer satisfaction levels with proactive communication and timely resolution of issues.
- Negotiated contract renewals, securing continued business partnerships with satisfied clients.
- Built constructive customer relationships to improve loyalty and recommendations.
- Improved overall company performance by contributing to strategic planning discussions and offering retention-focused recommendations.
- Conducted regular account reviews, addressing concerns and presenting solutions to retain customers.
- Utilized knowledge of customer experience to create specialized plans for customer retention.
- Reduced churn rates by identifying at-risk customers and crafting personalized retention plans.
- Empowered customers by providing comprehensive resources and support for self-service, improving satisfaction.
- Fostered positive company image by ensuring prompt and empathetic resolution of customer issues.
Customer Service Representative
ACT
Junction City, KS
08.2015 - 07.2016
- Assisted customers with inquiries, providing accurate information and resolving issues promptly.
- Educated customers on product features and services, fostering informed purchasing decisions.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Delivered prompt service to prioritize customer needs.
- Maintained up-to-date knowledge of product and service changes.
- Educated customers about billing, payment processing and support policies and procedures.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Managed timely and effective replacement of damaged or missing products.
- Identified and resolved discrepancies and errors in customer accounts.
Sales Associate
Dollar Tree
Hope Mills, NC
09.2009 - 08.2013
- Handled escalated customer complaints professionally, de-escalating situations while finding mutually beneficial resolutions.
- Enhanced customer satisfaction levels with proactive communication and timely resolution of issues.
- Negotiated contract renewals, securing continued business partnerships with satisfied clients.
- Built constructive customer relationships to improve loyalty and recommendations.
- Improved overall company performance by contributing to strategic planning discussions and offering retention-focused recommendations.
- Conducted regular account reviews, addressing concerns and presenting solutions to retain customers.
- Utilized knowledge of customer experience to create specialized plans for customer retention.
- Reduced churn rates by identifying at-risk customers and crafting personalized retention plans.
- Empowered customers by providing comprehensive resources and support for self-service, improving satisfaction.
- Fostered positive company image by ensuring prompt and empathetic resolution of customer issues.
Assistant Manager
Dollar Tree
Raeford, NC
02.2009 - 07.2009
- Assisted in managing daily store operations to ensure efficient customer service and sales processes.
- Monitored merchandising standards to maintain visual appeal and compliance with company guidelines.
- Resolved customer inquiries and complaints, ensuring high satisfaction rates and repeat business.
- Fostered a collaborative team environment by encouraging open communication and recognition of achievements.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Developed strong working relationships with staff, fostering a positive work environment.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Mentored junior staff members in their professional development by offering guidance/support in their assigned roles.
- Boosted employee morale by recognizing outstanding performance and celebrating team accomplishments.
Education
GED -
Fayetteville Technical Community College
Fayetteville, NCSkills
- Documentation skills
- Personnel conflict management
- Relationship building
- Analytical and critical thinking
- Willingness to learn
- Teamwork
- Problem-solving
- Attention to detail
- Excellent communication
- Active listening
- Adaptability and flexibility
Timeline
Retention Specialist
IBEX Global
06.2023 - 12.2025
Customer Service Representative
ACT
08.2015 - 07.2016
Sales Associate
Dollar Tree
09.2009 - 08.2013
Assistant Manager
Dollar Tree
02.2009 - 07.2009
GED -
Fayetteville Technical Community College