Ashley Caez
Somerset,NJ
Summary
Customer Service Representative bringing top-notch skills in oral communication, as well as through chat and email providing active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty and ensure amazing customer service.
Overview
12
12
years of professional experience
Work History
Contact Center Representative
IEEE
06.2021 - 09.2023
- Enhanced customer satisfaction by efficiently resolving escalated issues and providing exceptional service
- Communicated best practices among on-site and external personnel to align efforts and goals.
- Coordinated with other departments to provide smooth execution of customer service
- Enforced policies and procedures for compliance with company policies.
- Maintained up-to-date knowledge of products and services offered to customers.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Improved communication between departments by attending interdepartmental meetings focused on problem-solving strategies for common issues affecting customers'' experiences.
- Provided coaching and training to new hires, contributing to their successful integration into the team.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts using chat, email and phone lines.
- Handles multiple emails and chats at a time successfully under pressure
Billing Specialist
CGS Inc
09.2019 - 03.2020
- Work independently on correcting and resolving customers technical concerns/issues
- Effectively identifies system errors and find solutions to resolve problems in regards to customers complaints
- Maintain calm and respectful to all clients
- Keep an organized record of all clients and there issues
- Efficiently process customers invoices and bill according to company guidelines
- Process any claims that meet company's guidelines in accordance to IT quality assurance
- Assist customers inbound with any disputes in regards to claims
- Make outbound calls averaging 200 per day in regards to customer claims/concerns
- Process payments from technicians servicing customers equipment according to company guidelines
- Bill clients according to company guidelines.
- Reduced errors in financial records by conducting regular audits of billed accounts.
Administrative Assistant
Babies R Us 6543
05.2016 - 10.2017
- Process card transactions and cash transactions
- Resolve customer complaints or concerns via phone or in person interactions
- Balance drawers
- Assist with placement of orders, refunds, or exchanges
- Greet customers warmly
- Provide accurate, valid and complete information by using the right methods/tools
- Follow communication procedures, guidelines and policies
- Works independently on error/exceptions lists, cleaning up meta data as required.
Customer Service Associate
Rite Aide Pharmacy
01.2015 - 05.2017
- While assisting customers connect with them to better their experience
- Keep records of customer interactions, process customer complaints and file documents in correct area
- Follow communication procedures, guidelines and policies
- Effectively manage large amounts of customers in a reasonable time
- Assist customers with purchase transactions
Administrative Assistant
Lyneer Staffing
10.2014 - 12.2015
- Answer incoming customer calls regarding employment opportunities
- Maintained a high level of professionalism with clients and worked to establish a positive experience with every client
- Follow communication procedures, guidelines and policies
- Service customers with inquiries in regards to employment opportunities; recommend jobs based on customer experience.
Customer Service Representative
Best Buy
09.2014 - 12.2015
- Assist customers with any question regarding purchase they were seeking to purchase
- Advise customers to purchase additional accessories for purchase
- Explain to customers to purchase better quality devices
- Assist customers with purchasing transactions.
Customer Service Representative
Stop and Shop Supermarket
02.2012 - 05.2014
- Fulfill customer orders in a timely fashion
- Maintained a high level of professionalism with clients and working to establish a positive experience with coworkers
- Follow communication procedures, guidelines and policies.
Education
GED -
Franklin Township Adult Education Program
Somerset, NJ01.2016
Skills
- Typing (8 years)
- Microsoft Office Software (8 years)
- Excel
- Data Entry
- Administrative Support
- Quickbooks
- Customer Service
- Call Center (5 years)
- Insurance Verification
- Windows
- Customer service
- English
- Data entry
- Call center
- Communication skills
- Typing
- Clerical experience
- E-commerce
- Computer skills
- Live chat
Work Authorization
Authorized to work in the US for any employer
Personal Information
Relocation: Anywhere
Timeline
Contact Center Representative
IEEE
06.2021 - 09.2023
Billing Specialist
CGS Inc
09.2019 - 03.2020
Administrative Assistant
Babies R Us 6543
05.2016 - 10.2017
Customer Service Associate
Rite Aide Pharmacy
01.2015 - 05.2017
Administrative Assistant
Lyneer Staffing
10.2014 - 12.2015
Customer Service Representative
Best Buy
09.2014 - 12.2015
Customer Service Representative
Stop and Shop Supermarket
02.2012 - 05.2014
GED -
Franklin Township Adult Education Program