Ashley Coulter
Atlantic City
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, 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. Natural leader experienced in driving great team successes by coaching and motivating team members to increase financial profitability, operational efficiency and customer satisfaction. Record of performance in meeting organizational objectives. Excellent interpersonal skills, to work well with others, in both supervisory and support staff roles.
Overview
9
9
years of professional experience
Work History
Customer Account Manager
Momentum Solar
10.2022 - Current
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Updated account information to maintain customer records.
- Handled customer inquiries and suggestions courteously and professionally.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Met customer call guidelines for service levels, handle time and productivity.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Responded proactively and positively to rapid change.
- Maintained up-to-date knowledge of product and service changes.
- Answered constant flow of customer calls with minimal wait times.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
Office Manager
Tire Giants
09.2019 - 10.2022
- Streamlined office operations by implementing efficient filing systems and organizational strategies.
- Enhanced team productivity by delegating tasks effectively and overseeing daily workflow.
- Reduced costs with meticulous budget monitoring and expense tracking for essential supplies and equipment.
- Facilitated smooth communication between departments, addressing concerns promptly to maintain harmonious work relationships.
- Coordinated office events and meetings, ensuring timely execution and optimal scheduling for all participants.
- Managed vendor relationships, negotiating contracts for cost savings while maintaining high-quality services.
- Maintained accurate financial records by reconciling accounts payable/receivable transactions regularly to ensure balanced budgets.
Lead Customer Service Associate
United States Postal Service, USPS
01.2015 - 09.2019
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Cross-trained and backed up other customer service managers.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Responded proactively and positively to rapid change.
- Engaged clients in person and over phone to answer questions and address complaints.
- Planned schedules and workflows based on expected customer demands.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Trained staff on operating procedures and company services.
- Resolved concerns with products or services to help with retention and drive sales.
Education
Bachelor of Arts - Communications
Southern New Hampshire University
Hooksett, NH05.2025
Skills
- Account Management
- Order Fulfillment
- Credit Card Payment Processing
- Active Listening
- Sales Expertise
- Microsoft Excel
- Staff Training
- Microsoft Word
- Customer Relations
- Microsoft PowerPoint
Timeline
Customer Account Manager
Momentum Solar
10.2022 - Current
Office Manager
Tire Giants
09.2019 - 10.2022
Lead Customer Service Associate
United States Postal Service, USPS
01.2015 - 09.2019
Bachelor of Arts - Communications
Southern New Hampshire University