Ashley Brock
Bossier City,LA
Summary
Dynamic Customer Service Representative with a proven track record at GDIT, excelling in conflict resolution and enhancing customer loyalty. Skilled in active listening and data entry, I consistently exceeded performance metrics, fostering positive service experiences and driving customer satisfaction. Adept at leveraging product knowledge to provide tailored solutions.
Overview
9
9
years of professional experience
Work History
Customer Service Representative
GDIT
Bossier City, LA
05.2023 - 01.2025
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Sought ways to improve processes and services provided.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Customer Service Representative
Teleperformance
Shreveport, LA
11.2018 - 03.2020
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
IT Service Desk Analyst
AT&T
Bossier City, LA
05.2016 - 09.2017
- Supported remote workers with seamless technology integration, enabling productivity and effective communication across dispersed teams.
- Enhanced IT service desk performance by implementing best practices, monitoring metrics, and identifying areas for improvement.
- Maintained detailed documentation for all IT service desk processes and procedures, facilitating knowledge transfer and promoting consistency across support teams.
- Delivered comprehensive training sessions for new IT service desk analysts, ensuring rapid onboarding and adherence to company standards.
- Tested new software and hardware prior to deployment.
Education
Bachelor Of Early Childhood Care And Education - Early Childhood Education
Bossier Parish Community College
Bossier City, LAMedical Biling And Coding - Health Information Management
Virginia College
Bossier City, LA09.2016
Associate Of General Studies - Natural Sciences
Southern University At Shreveport
Shreveport, LA08.2009
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Call center experience
- Microsoft Excel
- Payment processing
- Customer satisfaction measurement
- Call center operations
- Microsoft outlook
- Scheduling
- Product knowledge
- Paperwork processing
- Appointment scheduling
- Microsoft Office Suite
- Data collection
- Live chat support
Timeline
Customer Service Representative
GDIT
05.2023 - 01.2025
Customer Service Representative
Teleperformance
11.2018 - 03.2020
IT Service Desk Analyst
AT&T
05.2016 - 09.2017
Bachelor Of Early Childhood Care And Education - Early Childhood Education
Bossier Parish Community College
Medical Biling And Coding - Health Information Management
Virginia College
Associate Of General Studies - Natural Sciences
Southern University At Shreveport