Ashley Cook
Augusta,GA
Summary
Customer Service Representative with background in providing exceptional support and resolving customer inquiries. Skilled in communication, problem-solving, and maintaining positive relationships with customers. Demonstrated ability to improve customer satisfaction and loyalty through attentive service and effective issue resolution. Committed to enhancing team performance by sharing knowledge and best practices in customer service operations.
Overview
4
4
years of professional experience
Work History
Remote Customer Service Lead
American Express
Augusta, GA
02.2024 - 11.2024
- Handle inbound customer inquiries with professionalism and efficiency.
• Resolve customer issues, including billing inquiries, account updates, and service requests.
• Offer tailored solutions and recommendations to meet customer needs.
• Educate customers on American Express products, services, and benefits.
• Maintain a high level of customer satisfaction through empathetic and effective communication. - Updated system with order specifics and customer details, preferences, and billing information.
- Answered inbound calls, chats and emails to facilitate customer service.
- Promoted available products and services to customers during service, account management and order calls.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Maintained accurate records of customer interactions and transactions.
- Contacted customers about potential service upgrades, new services and account changes.
Front Desk Receptionist
Massage Envy
Augusta, GA
03.2022 - 12.2023
- Managed incoming and outgoing mail, courier services, faxes and other correspondence.
- Answered incoming calls, redirected callers to the appropriate personnel or department and took messages as needed.
- Supported the onboarding process for new hires by preparing workspaces and providing orientation materials.
- Responded to customer inquiries via phone, email, and in person.
- Assisted with preparing reports, presentations and other documents as requested by management staff.
Customer Service Representative
Lowe’s
Augusta
02.2021 - 11.2021
- Provided accurate information about products and services to customers.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Mentored junior team members and managed employee relationships.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Collected deposits or payments and arranged for billing.
Education
High School Diploma -
Woodstock High School
Woodstock, GA05-2020
Some College (No Degree) - Marketing Management
Georgia Military College
Milledgeville, GASkills
- Customer service excellence
- Sales
- Marketing tools
- Quality assurance
- Telephone etiquette
- Call center experience
- Administrative duties
- Order management
Timeline
Remote Customer Service Lead
American Express
02.2024 - 11.2024
Front Desk Receptionist
Massage Envy
03.2022 - 12.2023
Customer Service Representative
Lowe’s
02.2021 - 11.2021
High School Diploma -
Woodstock High School
Some College (No Degree) - Marketing Management
Georgia Military College