Summary
Overview
Work History
Skills
Timeline
Generic

Ashley-Ann Moore

Austin,TX

Summary

Savvy expert experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems.

Overview

8
8
years of professional experience

Work History

Client Success Support Specialist

Indeed
Austin
09.2022 - Current
  • Offer personalized service and support to clients in their end goal of making hires
  • Assisting in creating/editing campaigns for client's open positions
  • Collaborate with cross-functional teams to troubleshoot and resolve any issues via Salesforce, JIRA and Zendesk
  • Identify problems, improve processes, and ensure client satisfaction partners and translating business needs into potential client solution
  • Assist new clients with their account set-up; make suggestions as an industry expert.
  • Improved customer satisfaction by addressing and resolving technical issues swiftly and efficiently.
  • Streamlined support procedures for quicker response times, resulting in higher client retention rates.
  • Consistently maintained highest case volume while still meeting SLA

Client Concierge

Cognizant
Austin
07.2018 - 09.2022
  • Support advertising needs for large-scale Facebook clients including: Disney, AT&T, Amazon, Ford, LinkedIn, Microsoft
  • Cultivating customer/engineer relationships
  • Troubleshoot issues with advertisers on Facebook and Instagram
  • Follow-up with advertisers regarding on-going issues
  • Proficient in Chat & Email assistance
  • Surpassing SLA in customer escalations
  • Backend SIOP support
  • Drive team-building initiatives to encourage collaborative professional relationships
  • Coach new agents to cultivate increased service standards.

Customer Service/Inside Sales

Hossley
08.2017 - 07.2018
  • Order entry/management
  • Customer service via phone and email
  • Project management.

Customer Relations Coordinator

SmarTech
01.2017 - 08.2017
  • Scheduled maintenance appointments for computer hardware replacements
  • Managed expectations regarding the completion of service.

Order Management Agent

Sutherland
10.2015 - 10.2016
  • Processed orders for Google Maps for Work
  • Maintained working relationships with clients and Sales Department.

Skills

  • Quality Assurance
  • Customer Service Orientation
  • SLA Compliance
  • Customer Relationship Management
  • Remote Support
  • Support Services
  • Activity Planning
  • Network Troubleshooting
  • Application Support
  • Hardware Troubleshooting
  • Project Management
  • Teamwork and Collaboration
  • Analytical Thinking
  • Multitasking Abilities

Timeline

Client Success Support Specialist

Indeed
09.2022 - Current

Client Concierge

Cognizant
07.2018 - 09.2022

Customer Service/Inside Sales

Hossley
08.2017 - 07.2018

Customer Relations Coordinator

SmarTech
01.2017 - 08.2017

Order Management Agent

Sutherland
10.2015 - 10.2016
Ashley-Ann Moore