Ashley Aponte
Orlando,FL
Summary
Accommodating Customer Support Specialist with documented history of exceeding customer and patron expectations. Calm and composed in stressful situations with successful record of reducing customer dissatisfaction through acknowledgment, decisive communication and focused solutions. Expert at finding win-win solutions.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Safelite Auto Glass
02.2024 - Current
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered constant flow of customer calls with minimal wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Call Center Representative
Reception 24/7
07.2023 - 01.2024
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Maintained detailed records of customer interactions, streamlining communication efforts between various departments.
- Streamlined call flow processes for more efficient response times and increased productivity.
- Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
- Provided personalized assistance to clients, fostering strong relationships and promoting brand loyalty.
Receptionist
XYMOGYM
02.2023 - 07.2023
- Greeting visitors, answering, forwarding, and screening phone calls, scheduling appointments, customer service, administrative task; copying, faxing, taking notes, scheduled reservations and bookings, checked in customers, took phone calls, directed visitors and took messages, made copies and scanned documents, giving tours of our facility, motivating our guests to always be the best they can be, informing guests about new and exciting deals we have happening.
- Provided excellent customer service at all times while interacting with both internal and external customers.
- Transcribed tapes and notes from meetings into prescribed formats.
Arcade Attendant
Andretti Indoor Karting and Games
09.2020 - 01.2023
- Welcome visitors by greeting them in a friendly and positive manner, answer guest questions about the facility and any promotions, packages or activities, provide guest instructions on starting their Andretti experience with racing, attractions and dining, assist with guest recovery and notify managers to ensure positive guest experiences, ensure guest leave the facility with a heart felt thank you and good-bye, observe, instruct and monitor guest for safety and guideline adherence, maintain a clean work area, constant working knowledge of Andretti brand, product and policies and procedures, communicates clearly and professionally while interacting enthusiastically with Guests and fellow coworkers, performs Opening, Running and Closing department duties as assigned, prior guest service or hospitality experience is preferred.
- Interacted with children in a friendly manner while providing guidance on how to use the various games available.
- Delivered exceptional customer service to guests by explaining game rules and promptly answering questions.
Assistant Teacher
Church Alive Preschool
04.2019 - 09.2020
- Help teachers prepare lesson plans, set up necessary material for classes (e.g
- Projectors, chemistry sets), track student attendance and class schedules, review material taught in class with individual students with learning challenges, work with smaller groups of students for remedial teaching or reinforcing the learning process, escort and supervise students in field trips and school activities, make sure classrooms are safe and tidy before classes start, assist teachers with various tasks, like grading assignments and informing parents of their children's progress, help students adjust, learn and socialize and report to teachers about possible behavioral issues.
Assistant Teacher
My First Academy
01.2019 - 04.2019
- Help teachers prepare lesson plans, set up necessary material for classes (e.g
- Projectors, chemistry sets), track student attendance and class schedules, review material taught in class with individual students with learning challenges, work with smaller groups of students for remedial teaching or reinforcing the learning process, escort and supervise students in field trips and school activities, make sure classrooms are safe and tidy before classes start, assist teachers with various tasks, like grading assignments and informing parents of their children's progress, help students adjust, learn and socialize and report to teachers about possible behavioral issues.
- Built and strengthened positive relationships with students, parents and teaching staff.
- Assessed student progress through observation, testing, and feedback from teachers.
- Promoted a cooperative learning environment that encourages collaboration among students.
Cashier/Food Prep
Papa John's
01.2018 - 12.2018
- Manage transactions with customers using cash registers, scan goods and ensure pricing is accurate, collect payments whether in cash or credit, issue receipts, refunds, change or tickets, redeem stamps and coupons, cross-sell products and introduce new ones, resolve customer complaints, guide them and provide relevant information, greet customers when entering or leaving the store, maintain clean and tidy checkout areas, track transactions on balance sheets and report any discrepancies, bag, box or gift-wrap packages, handle merchandise returns and exchanges.
Education
Associates Degree -
Valencia College
Orlando, FL12.2023
General studies in General -
Gateway High school
Kissimmee, FL05.2019
Skills
- Communication skills
- Childcare
- Restaurant Experience
- Animal Care
- Babysitting
- Caregiving
- Microsoft Word (5 years)
- Microsoft Excel (5 years)
- Microsoft Office (5 years)
- Microsoft Outlook (5 years)
- Microsoft Powerpoint (10 years)
- Teamwork
- Multi-tasker (10 years)
- Computer skills (5 years)
- Fast Learner
- Positive Attitude
- Customer service (6 years)
- Decision Making
- Organizational skills
- Spanish
- Bilingual
- Leadership
- Clerical experience
- Writing skills
- Early childhood education
- Customer Service (3 years)
- Call Control
Certification
Driver's License
Additional Information
I am a diligent worker, who has a passion for any job that comes my way. I take any job I do very seriously and I am always on time. I'm always trying my best to work with others and love to work as a team. I'm planning to learn many new skills and always open to learning from other.
Languages
Spanish
Professional Working
Timeline
Customer Service Representative
Safelite Auto Glass
02.2024 - Current
Call Center Representative
Reception 24/7
07.2023 - 01.2024
Receptionist
XYMOGYM
02.2023 - 07.2023
Arcade Attendant
Andretti Indoor Karting and Games
09.2020 - 01.2023
Assistant Teacher
Church Alive Preschool
04.2019 - 09.2020
Assistant Teacher
My First Academy
01.2019 - 04.2019
Cashier/Food Prep
Papa John's
01.2018 - 12.2018
Associates Degree -
Valencia College
General studies in General -
Gateway High school