Ashley C. Messer
Rowlett
Summary
Expertise in Quality and Management for Customer Care operations with 20+ years of experience. Customer-focused individual with additional background in purchasing and inside sales. Proven abilities in creating quality expectations, hiring, and coaching, team building, training, and leadership. Skilled in providing sales support from customer experience and marketing perspective.
Overview
30
30
years of professional experience
Work History
Licensed Realtor
Keller Williams
11.2024 - Current
Senior Quality & Training Manager
OneTechnologies, LLC
06.2010 - 03.2024
- Managed internal Customer Care Quality Team and their KPIs
- Established and implemented QA Scorecard and Guidelines for outsourced call center agents
- Created new hire training and supplemental materials for agents
- Facilitated train-the-trainer sessions with call center trainers and leadership
Customer Service Manager
Image 1
06.2006 - 04.2010
- Manage strategic accounts for company
- Manage 5 customer service associates
- Selected Accomplishments
- Lead role in complex computer software conversion for sales team
- Key contact for key accounts with excellent retention and customer satisfaction
Customer Service Supervisor/ Account Manager
TCS Corporate Services / Crown Computer Supplies
05.1999 - 06.2006
- Managed 4 customer service representatives
- Managed key accounts for self and sales manager
- Trained associates on new computer system
- Member of customer feedback team
- Assisted purchasing manager
- Selected Accomplishments
- Assisted in retention of key accounts during acquisition by new company
- Employee of the Month – February 2004
- Employee of the Quarter – May 2002
Store Manager
Berean Christian Book Store
04.1995 - 05.1999
- Hired and trained associates for new store opening
- Managed 14 associates in a retail environment
- Selected Accomplishments
- FURLS Issue Mediation and Resolution Training Course April 1998
Education
Dallas Christian College, Collin County Community College
Dallas, Texasundefined
Champions School of Real Estate
Dallas, Texas10.2024
Skills
- Strong communication skills
- Leasing and sales
- Contract negotiation
- Property management
Timeline
Licensed Realtor
Keller Williams
11.2024 - Current
Senior Quality & Training Manager
OneTechnologies, LLC
06.2010 - 03.2024
Customer Service Manager
Image 1
06.2006 - 04.2010
Customer Service Supervisor/ Account Manager
TCS Corporate Services / Crown Computer Supplies
05.1999 - 06.2006
Store Manager
Berean Christian Book Store
04.1995 - 05.1999
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Champions School of Real Estate
Dallas Christian College, Collin County Community College
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