Ashley Bettis
Union Springs,AL
Summary
Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities. Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues. Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
23
23
years of professional experience
Work History
Customer Service Representative
Results Companies
Columbus, GA
11.2023 - 06.2024
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Conducted regular follow-up calls with customers after resolving their issues.
- Identified opportunities for upselling additional products or services based on customer needs.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Developed positive relationships with customers through friendly interactions.
- Resolved customer complaints promptly and efficiently.
- Provided exceptional customer service to ensure customer satisfaction.
- Maintained a high level of professionalism when dealing with difficult customers.
- Answered customer inquiries and provided accurate information regarding products and services.
- Developed strong relationships with customers by providing personalized assistance and support.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Answered inbound calls, chats and emails to facilitate customer service.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Used approved scripts to de-escalate angry customers during telephone interactions.
- Developed strong customer relationships to encourage repeat business.
- Liaised between customers and retail buyers to expedite orders and meet customer demands.
- Utilized job-related software to prepare change of address records and issue service discontinuance orders.
- Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
- Collaborated with sales team members to stay current on inventory levels and resolve item issues.
- Prepared and evaluated CRM reports to identify problems and areas for improvement.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Collected deposits or payments and arranged for billing.
- Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
- Provided top quality control and eliminated downtime to maximize revenue.
- Assisted customers with price checks, lifting heavy items and addressing other inquiries.
- Updated databases with new and modified customer data.
- Conferred with customers by telephone or in person to provide information about products or services and take orders.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Promoted available products and services to customers during service, account management and order calls.
- Recommended improvements in products, service and billing methods to management to prevent future problems.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Exceeded established service goals while leveraging customer service, sales and employee management best practices.
- Oversaw warranty counseling process to manage expense controls.
- Strengthened customer retention by offering discount options.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Surpassed sales goals through implementation of successful marketing strategies.
- Excelled in exceeding daily credit card application goals.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- Prevented key account losses by researching discrepancies and correcting problems.
Restaurant Owner
Dirty Dawgs
Union Springs, AL
11.2022 - 11.2023
- Created promotions and special events to attract customers and boost sales.
- Performed regular inspections of kitchen facilities to ensure cleanliness, safety requirements are met as well as adherence to health codes, regulations set by state, local government agencies .
- Ensured compliance with health codes, safety regulations, and other applicable laws.
- Served as primary point of contact for customer inquiries or complaints.
- Maintained relationships with suppliers and distributors in order to secure best deals on orders placed .
- Negotiated contracts with vendors for food, equipment and supplies.
- Planned and executed special events hosted at the restaurant such as wine tastings and live music performances .
- Developed and implemented effective marketing strategies to increase restaurant sales.
- Managed cash flow by setting budgets for expenses such as labor cost, food cost, ensuring timely payment of bills and taxes as well as monitoring accounts receivable and payable records .
- Implemented operational procedures to maximize efficiency while minimizing costs.
- Collaborated with chefs on new recipes, flavors and presentations for dishes served in the restaurant.
- Monitored customer feedback to ensure satisfaction with menu items and services provided.
- Interviewed potential hires for front-of-house positions such as servers and bartenders .
- Analyzed financial reports to identify areas of improvement or cost savings opportunities.
- Developed menus that featured local ingredients while meeting customer demands.
- Oversaw daily operations of the restaurant including staff scheduling, budgeting and inventory management.
- Updated website content regularly in order to promote upcoming events and specials being offered at the restaurant .
- Trained and supervised kitchen staff in proper food preparation techniques.
- Established standards for quality control, customer service, health and safety regulations.
- Ensured compliance with all applicable laws, regulations and policies governing restaurants in the area.
- Maintained up-to-date knowledge of industry trends and best practices.
- Evaluated performance of employees regularly through performance reviews, coaching sessions and feedbacks from customers.
- Responded promptly to customer complaints or issues related to the restaurant's services or products.
- Managed food preparation, guest interaction, quality control and customer relations.
- Made weekly employee schedules, assigned work tasks and regularly checked quality and productivity of team members.
- Located relevant vendors, set up schedules and coordinated delivery, storage and organization of inventory.
- Administered finances and led business operations by running payroll, making bank deposits and analyzing income and expenses to maintain cost-effective operations.
- Optimized profits by controlling food, beverage and labor costs.
- Maintained cleanliness and sanitation across foodservice, storage and preparation stations.
- Trained staff, facilitated staff meetings and spearheaded menu development.
- Received and scheduled food and beverage deliveries, checking delivery contents to verify product quality and quantity.
- Developed and implemented strategies to enhance team performance, improve processes and boost results.
- Guided trainees to boost safety and inventory waste management to meet pre-established business thresholds for operation.
- Produced detailed documentation to outline potential worker issues.
- Hired, trained and motivated staff to fill all restaurant openings.
- Created unique recipes and applied various culinary techniques for authentic cuisine.
- Developed successful marketing plans to increase sales and profits while managing costs.
- Collaborated with server trainees to promptly resolve potential customer concerns.
- Trained workers in food preparation, money handling, and cleaning roles to facilitate restaurant operations.
- Consistently maintained high levels of cleanliness, organization, storage and sanitation of food and beverage products to ensure quality.
- Oversaw food preparation, production and presentation according to quality standards.
- Checked with guests to get feedback on food served, resolve issues, bring additional items and refill beverages.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Reconciled daily transactions, balanced cash registers and deposited restaurant's earnings at bank.
- Supervised activities of dining room staff to maintain service levels and support guest needs.
- Circulated within assigned areas to assess and address customer needs, effectively prioritizing tasks during peak hours.
- Promoted safe working conditions by monitoring safety procedures and equipment.
- Oversaw inventory and ordered ingredients to restock freezers, fridges and pantry.
- Worked in close collaboration with team members to ensure customers received high-quality service.
- Explained goals and expectations required of trainees.
- Coached staff on strategies to enhance performance and improve customer relations.
- Distributed food to service staff for prompt delivery to customers.
- Trained new employees to perform duties.
- Inspected restrooms and dining and serving areas to foster cleanliness and proper setup.
- Inspected dining and serving areas for cleanliness and proper setup.
- Trained front-of-house staff on restaurant policies and procedures, guest service techniques and communication skills to promote positive experiences.
- Delegated work to staff, setting priorities and goals.
- Assisted staff by serving food and beverages or bussing tables.
- Resolved problems or concerns to satisfaction of involved parties.
Social Case Worker
Bullock County DHR
Union Springs, Alabama
10.2014 - 06.2018
- Coordinated referrals for mental health counseling, substance abuse treatment and other community resources.
- Attended court hearings when appropriate to provide testimony regarding client status or progress towards goals.
- Provided casework services to clients, including conducting initial assessments and developing individualized case plans.
- Developed relationships with local agencies to ensure access to necessary services for clients.
- Assisted clients with job searches, budgeting, parenting skills, housing resources and other social services as needed.
- Attended professional trainings related to best practices in case management techniques.
- Facilitated group sessions focusing on topics such as life skills development and conflict resolution.
- Collaborated with other departments within the agency to ensure that all services are provided in a timely manner.
- Actively participated in interagency meetings designed to coordinate care among multiple providers.
- Conducted home visits to assess client needs, evaluate progress toward goals, and document service delivery.
- Participated in weekly team meetings to discuss case management strategies and review progress towards established goals.
- Monitored financial benefits received by clients in order to verify accuracy of payments and eligibility requirements.
- Developed individualized service plans based on client's strengths and identified needs.
- Counseled families on issues related to family dynamics, substance abuse prevention, recovery, domestic violence prevention, intervention and parenting skills.
- Responded promptly to phone calls from clients or referral sources seeking assistance or information about available resources.
- Adhered strictly to HIPAA regulations regarding confidentiality of client information at all times.
- Created monthly reports summarizing caseload activities for review by supervisor.
- Maintained accurate records of client information in accordance with agency policies and procedures.
- Conducted outreach activities in the community in order to identify potential new referrals for program services.
- Provided crisis intervention when necessary by responding quickly to urgent requests from clients or referral sources.
- Maintained updated progress notes and case record and documented children's progress in recreational activities, treatment plans and education.
- Evaluated clients and formulated individualized service plans outlining short-term and long-term goals.
- Coordinated between various entities to manage cases.
- Followed strict policies and procedures to maintain client confidentiality and keep data private.
- Conducted intake interviews and bio-psycho-social assessments to determine clients' eligibility and suitability for program.
- Coordinated case management functions through placement monitoring, crisis intervention and discharge planning.
- Met with clients to conduct needs assessments, recommending appropriate support and service offerings.
- Provided guidance and information on legal, financial, and social resources.
- Developed individualized service plans to address specific client challenges.
- Responded to emergency situations by providing immediate support and referrals.
- Prepared reports and case notes detailing client interactions and progress.
- Conducted home visits to assess living conditions and support needs.
- Evaluated the effectiveness of services provided and made adjustments as needed.
- Managed caseload efficiently, prioritizing tasks to meet client needs and deadlines.
- Uploaded documentation to patient database to streamline organizational flow.
- Participated in multidisciplinary teams to review and plan client care.
- Engaged in continuous professional development to stay informed of best practices in casework.
- Collaborated with clients to set realistic goals and timelines for achieving them.
- Coordinated with other professionals and agencies to provide holistic support to clients.
- Advocated on behalf of clients to secure necessary services and support.
- Maintained accurate and confidential client records in accordance with legal requirements.
- Provided crisis intervention services to clients in urgent need.
- Assisted clients in developing skills and strategies for dealing with their issues.
- Assisted patients needing additional support by scheduling and managing appointments.
- Delivered educational workshops and support groups for clients.
- Built trust and rapport with clients to facilitate effective support.
- Collected and reviewed supplementary records to better understand patient history.
- Made appropriate referrals to other programs and agencies to provide clients with well-rounded support.
- Monitored client progress and updated service plans as necessary.
- Evaluated and addressed individual client needs and concerns.
- Acted as role model for clients by exhibiting positive behaviors.
- Practiced cognitive behavioral therapy, motivational enhancement and structural family therapy in individual and group settings.
- Improved outcomes and successes by utilizing multidisciplinary risk identification and management in care planning.
- Composed or prepared correspondence, case notes and narratives with computer-based applications.
- Maintained and developed community relationships to support various client referrals.
- Used active listening skills and supportive diction to cultivate client rapport and open communication.
- Assisted and advocated for clients obtaining financial resources and government entitlements.
- Visited clients at residences to assist courts with custody decisions and conduct home study assessments.
- Used knowledge of successful crisis intervention techniques and supportive problem-solving to achieve treatment goals.
- Coordinated care with interdisciplinary teams and community contacts to promote continuity of care.
- Organized and compiled socio-psychiatric case histories to facilitate accurate diagnoses.
- Collaborated with state agencies and benefits coordinators to develop individualized plans for each case.
- Encouraged and motivated clients to develop new coping mechanisms and techniques to drive behavior modification.
- Implemented and formulated tailored treatment plans with needs evaluation and patient psychosocial functioning.
Insurance Agent
Liberty National Life Insurance Company
Columbus, Georgia
06.2016 - 01.2017
- Negotiated contracts between insurers and insured parties in order to obtain favorable terms for both sides.
- Scheduled meetings with prospective clients to discuss available products and services.
- Ensured compliance with applicable laws, regulations, and company policies while selling insurance products.
- Developed and implemented comprehensive insurance plans for clients according to their individual needs.
- Assessed customer risk levels and recommended appropriate coverage options.
- Responded quickly and accurately to inquiries from clients regarding their coverage plans.
- Maintained accurate records of all insurance transactions using computer software systems.
- Developed relationships with new clients through cold calling and referrals from existing customers.
- Advised customers on the best ways to minimize risks associated with their assets.
- Provided customers with information regarding plan features, pricing, and availability.
- Resolved customer complaints in a timely manner to maintain high satisfaction levels.
- Analyzed claims data to determine potential areas of improvement for policyholders' protection.
- Gathered detailed information from customers prior to offering quotes or making recommendations.
- Conducted research to identify competitive rates and benefits offered by other providers.
- Prepared documents such as applications, endorsements, renewals, cancellations, or other forms required by law or company procedures.
- Explained complex technical terms related to insurance plans in simple language for easy understanding.
- Educated customers on the importance of maintaining adequate insurance coverage.
- Monitored market conditions to ensure that existing policies remain competitively priced.
- Engaged customers and provided high level of service by carefully explaining details about documents.
- Conducted telephone appointments with prospective clients to build rapport and sell insurance services.
- Responded to customer inquiries and problems to promote great service.
- Conducted meetings or phone calls with potential clients to present insurance policies and answer questions.
- Explained coverage options to potential policyholders, answering questions or concerns.
- Conducted in-home and group presentations to provide detailed explanations of policy guidelines and benefits to clients and families.
- Leveraged industry trends to shape solutions and approaches.
- Contacted underwriters and submitted forms to obtain binder coverage.
- Interviewed prospective clients to obtain data about financial resources and needs.
- Greatly improved office operations by reducing backtracking of work through creation of material movement process.
- Counseled prospects and policyholders on coverage, limits and regulations.
- Calculated premiums and established payment methods, receiving customer payments and issuing receipts.
- Remained current on latest industry trends by gaining comprehensive knowledge of financial and insurance products, services, and best practices.
- Monitored clients' insurance coverages to ensure changing needs were met.
- Strengthened traceability by developing organization systems for keeping records, reports, and agendas.
- Strategized long-term business objectives by assessing customer feedback for direction on process improvements.
- Sought out new clients and developed clientele by networking to find new customers.
- Developed appropriate quotes based on risk information.
- Met with division leaders and consultants to discuss strategies to increase sales.
- Achieved repeat business and referrals through personalized services.
- Used mailings and phone solicitation and made presentations to groups at company-sponsored gatherings to gain new clientele.
Teacher's Assistant
Tuskegee Macon County Headstart
Tuskegee, AL
10.2010 - 10.2014
- Supervised students during lunchtime, field trips, assemblies, and other activities.
- Monitored student progress, providing feedback and support as needed.
- Participated in professional development opportunities such as workshops or conferences related to teaching practices or educational trends.
- Maintained accurate records of student attendance, grades, and behavior reports.
- Assisted teachers with creating and maintaining a safe, orderly learning environment.
- Facilitated small group instruction and activities for students of varying abilities.
- Collaborated with colleagues to develop instructional plans that meet individual student needs.
- Enforced rules regarding student conduct while promoting respect for diversity among classmates.
- Provided individualized assistance to students with special needs in the classroom.
- Greeted parents at school events to provide information about curriculum and activities.
- Encouraged positive social behaviors among students through role modeling and conflict resolution techniques.
- Coordinated daily tasks between teachers and other staff members.
- Observed student performance in order to assess progress towards academic goals.
- Helped teacher plan lessons utilizing various teaching strategies including hands-on activities and technology integration.
- Supported teachers by preparing materials, setting up equipment, and organizing supplies.
- Created visual aids such as bulletin boards or displays to enhance the learning environment.
- Assisted teachers with instruction and provided clerical support for diverse needs.
- Distributed textbooks, workbooks, papers, and pencils to students.
- Organized student performance and enrichment activities to facilitate learning.
- Prepared lesson materials, bulletin board displays, exhibits, and demonstrations to assist teachers in classroom preparation.
- Adapted teaching methods and materials to meet students' varying needs and interests.
- Monitored students in class, hallways, and cafeteria to enforce school rules.
- Helped students master assignments and reinforced learning concepts presented by teachers.
- Prepared and set up equipment and materials for laboratory sessions.
- Implemented classroom rules and procedures to maintain discipline and order.
- Assisted in planning and implementing lesson plans in accordance with state curriculum standards.
- Established positive relationships with students, parents, fellow teachers and school administrators.
- Utilized instructional techniques and hands-on curriculum to retain interest and maximize receptive learning in students.
- Monitored student progress and provided feedback to both students and teachers.
- Assisted in the development of individualized education plans (IEPs) for special education students.
- Managed the distribution and collection of textbooks and other teaching materials.
- Handled clerical duties, managed classrooms and coordinated documents for teachers.
- Helped students master learning concepts through one-on-one and small group tutoring.
- Participated in professional development workshops and training sessions.
- Conducted literature and resource research to support classroom projects.
- Contributed to positive, educational setting by delivering gentle discipline and promoting student success.
- Coordinated with teachers to identify and support students with special needs.
- Worked one-on-one with special needs students to help navigate through school challenges.
- Provided individualized and small group support to reinforce classroom topics and promote student learning.
- Assisted in organizing and supervising school events and field trips.
- Provided clerical support to teachers, including photocopying, filing, and organizing instructional resources.
- Created and coordinated age-appropriate enrichment activities to drive social, emotional and intellectual development.
- Laminated teaching materials to increase durability under repeated use.
- Facilitated small group learning activities to reinforce lesson objectives.
- Prepared lesson materials and visual aids to reinforce lesson concepts.
- Assisted teachers with lesson preparation and curriculum implementation.
Swing Shift Manager
McDonald's
Columbus, Georgia
06.2001 - 07.2004
- Responded quickly to any emergency situations occurring during the swing shift.
- Analyzed data regarding operational costs associated with the swing shift.
- Prepared reports summarizing operational details ofthe swingshift.
- Updated job descriptions as necessary for positions on the swing shift.
- Ensured that all safety protocols were followed by staff on the swing shift.
- Organized team building activities for staff working on theswingshift.
- Implemented new policies and procedures as needed during the swing shift.
- Identified areas for improvement within processes on the swing shift.
- Established procedures to ensure safe working conditions during the swing shift.
- Developed strategies for improving efficiency and productivity on the swing shift.
- Investigated and resolved any conflicts or problems arising from personnel on the swing shift.
- Conducted regular meetings with staff to discuss progress and issues related to the swing shift.
- Maintained accurate records of employees' attendance and hours worked during the swing shift.
- Coordinated with other departments to ensure smooth operations during the swing shift.
- Provided guidance and assistance in resolving customer service issues during the swing shift.
- Monitored inventory levels to ensure adequate supplies for the swing shift.
- Kept track of employee schedules and ensured appropriate staffing levels for the swing shift.
- Provided training, mentoring, coaching and development opportunities for staff on the swing shift.
- Directed, supervised and evaluated performance of staff on the swing shift.
- Assigned tasks to staff members to maximize efficiency during the swing shift.
- Maintained control of shift operations.
- Tracked activities to proactively spot opportunities to improve operations and workflow.
- Supervised teams' work to maintain consistent quality and performance levels.
- Trained workers to close skill gaps and improve overall productivity.
- Consistently maintained high levels of cleanliness, organization, storage and sanitation of food and beverage products to ensure quality.
- Coached staff on strategies to enhance performance and improve customer relations.
- Oversaw food preparation, production and presentation according to quality standards.
- Trained front-of-house staff on restaurant policies and procedures, guest service techniques and communication skills to promote positive experiences.
- Distributed food to service staff for prompt delivery to customers.
- Oversaw inventory and ordered ingredients to restock freezers, fridges and pantry.
- Inspected dining and serving areas for cleanliness and proper setup.
- Delegated work to staff, setting priorities and goals.
- Reconciled daily transactions, balanced cash registers and deposited restaurant's earnings at bank.
- Checked with guests to get feedback on food served, resolve issues, bring additional items and refill beverages.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Assisted staff by serving food and beverages or bussing tables.
- Inspected restrooms and dining and serving areas to foster cleanliness and proper setup.
- Promoted safe working conditions by monitoring safety procedures and equipment.
- Supervised activities of dining room staff to maintain service levels and support guest needs.
Education
Bachelor of Science - Psychology
Columbia Southern University
Orange Beach, AL06-2013
High School Diploma -
Carver High School
Columbus, GA05-2002
Skills
- Data Entry
- Data Collection
- Call Management
- Complaint resolution
- Product Knowledge
- Information Security
- Inbound and Outbound Calling
- Paperwork Processing
- Appointment Scheduling
- Scheduling
- Professional telephone demeanor
- Escalation management
- Building rapport
- Customer Relations
- Team Development
- Adaptive team player
- Critical Thinking
- Documentation
- Staff Training
- Customer Education
- Proofreading
- Quality Control
- Positive and professional
- Customer consulting
- Business development understanding
- Problem Resolution
- Problem-solving abilities
- Sales expertise
- Call Center Operations
- Materials Transport
- Dispute Resolution
- Prioritization
- Report creation
- Multi-Task Management
- Follow-up skills
- Filing
- Retail sales customer service
Timeline
Customer Service Representative
Results Companies
11.2023 - 06.2024
Restaurant Owner
Dirty Dawgs
11.2022 - 11.2023
Insurance Agent
Liberty National Life Insurance Company
06.2016 - 01.2017
Social Case Worker
Bullock County DHR
10.2014 - 06.2018
Teacher's Assistant
Tuskegee Macon County Headstart
10.2010 - 10.2014
Swing Shift Manager
McDonald's
06.2001 - 07.2004
Bachelor of Science - Psychology
Columbia Southern University
High School Diploma -
Carver High School