Ashleigh Hicks
Eugene,OR
Summary
Knowledgeable and dedicated customer service professional with extensive experience in retail and call center industry. Positive demeanor with proven skills in establishing rapport with customers combined with strong documentation and problem-solving abilities. Motivated to maintain customer satisfaction and contribute to company success. Specialized in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
14
14
years of professional experience
Work History
Case Manager Specialist
Wayfair
Springfield, OR
01.2020 - Current
- Answered incoming calls from customers and provided assistance with product inquiries, billing questions, and other customer service related issues and maintained high levels of professionalism while interacting with customers via phone and email.
- Troubleshot customer service issues with methodical approach, eliminating impossible quickly and focused on implementing relevant, actionable solutions.
- Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships.
- Promoted to Peer Development where I assisted with facilitating training classes and modules to help new employees learn and grow their careers within the company. Supervised new employees to promote overall team productivity and consistent service.
- Ranking in the top 10% of the company for metric performance levels and received yearly based reviews informing performance was consistently beyond high expectations.
Operations Supervisor
Kohls
Springfield, OR
05.2010 - 01.2020
- Processed inbound and outbound shipments with high accuracy and efficiency by effectively directing associate teams and managing inventory processes.
- Led associate focus groups and meetings to obtain suggestions, address concerns or issues and foster positive relations among team members and management.
- Engaged employees to create safe, energetic work environment through feedback and recognition.
- Performed cashier duties when necessary during peak business periods or unexpected absences.
- Demonstrated excellent communication skills when interacting with customers, vendors, or other departments within the organization.
Education
High School Diploma -
Los Gatos High School
Los Gatos, CA06-2008
Skills
- Case Management
- Time Management
- Leadership
- Customer Service
- Merchandising
- Complaint Resolution
- Reliability
- Adaptability
Timeline
Case Manager Specialist
Wayfair
01.2020 - Current
Operations Supervisor
Kohls
05.2010 - 01.2020
High School Diploma -
Los Gatos High School