ASHLEIGH JACKSON
Grand Prairie,TX
Summary
Experienced Operations and Customer Support Professional with over 10 years in managing workflows and supporting cross-functional teams. Led initiatives to streamline processes and enhance service delivery across phone, chat, and digital platforms. Proficient in Salesforce, Zendesk, and data management. Seeking an Operations Coordinator position to leverage strong communication and organizational skills.
Overview
15
15
years of professional experience
Work History
Team Lead / Chat Representative
Liquidity Services
Garland, TX
01.2020 - Current
- • Lead, coach, and support a team of 15 customer service representatives in a fast-paced virtual environment, consistently exceeding KPI and service performance goals.
- • Maintain a 90% first-contact resolution rate for escalated customer inquiries through effective problem-solving and customer advocacy.
- • Delivered exceptional customer support across chat and phone channels, contributing to a seamless omnichannel customer experience.
- • Improved team response times by 25% by optimizing workflows, streamlining processes, and implementing best practices.
- • Reduced customer escalations by 10% through proactive coaching and implementation of standardized service procedures.
- • Monitored productivity, quality, and performance metrics to enhance operational efficiency and ensure compliance.
Team Lead
Kohl's
Dallas, TX
07.2016 - 09.2019
- • Lead and support a team of 30 associates, managing schedules, staffing coverage, and daily operational needs to ensure business continuity.
- • Reduced onboarding time by 20% through process improvements, streamlined training, and effective coaching, resulting in faster productivity gains.
- • Coordinated workforce planning and scheduling with administrative documentation to uphold operational accuracy and meet service standards.
- Supported recruiting, onboarding, and training processes, equipping new hires with essential skills for success.
- Acknowledged for organizational, communication, and problem-solving skills in fast-paced, deadline-driven environment.
Customer Service Representative
Keystone Automotive
Carrollton, TX
09.2011 - 11.2013
- Resolved customer complaints and service concerns within 24 hours, contributing to customer retention and satisfaction goals.
- Assisted customers via phone and email, providing professional service in a high-volume environment to support customer satisfaction.
- Provided customer support for order processing, billing inquiries, invoices, and account documentation, ensuring accurate and timely resolution of issues.
- Coordinated with internal departments to address order discrepancies and billing issues, enhancing resolution efficiency.
- Maintained accurate customer records and transaction documentation, ensuring compliance with company procedures.
- Demonstrated strong problem-solving and communication skills to build customer relationships and improve the overall customer experience.
Education
High School Diploma -
Poteet High School
Mesquite, TXSkills
- KPI Tracking & Reporting
- Virtual Customer Support
- Live Chat & Email Support
- Multi-Channel Communication
- CRM Software
- Salesforce, Zendesk, Microsoft Excel (Advanced), Word, Outlook, Teams
- Quality Assurance
- Policy Compliance
- Performance Management
- Training and Onboarding
- Team Coordination
- Conflict Resolution
- Customer Service Strategy
- Technical Documentation
Timeline
Team Lead / Chat Representative
Liquidity Services
01.2020 - Current
Team Lead
Kohl's
07.2016 - 09.2019
Customer Service Representative
Keystone Automotive
09.2011 - 11.2013
High School Diploma -
Poteet High School