Ashley Daniel
Dawson,USA
Summary
Dedicated customer service professional known for delivering exceptional service and enhancing customer satisfaction. Proven ability to address concerns effectively through strong interpersonal skills and a proactive approach. Committed to driving positive outcomes and fostering long-term client relationships.
Overview
15
15
years of professional experience
Work History
Associate Director
Sasser Flea Market & Antique Mall
Dawson, GA
06.2020 - 05.2023
- Educated customers on special pricing opportunities and company offerings
- Uphold quality control policies and procedures to increase customer satisfaction
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions
- Fielded customer complaints and queries, fast-tracking for problem resolution
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification
- Assisted customers with making payments or establishing payment plans to bring accounts current
- Informed customers about billing procedures, processed payments and provided payment option setup assistance
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions
- Developed strong customer relationships to encourage repeat business
- Demonstrated excellent communication skills in resolving product and consumer complaints
- Remained calm and professional in stressful circumstances and effectively diffuse tense situations
- Secured revenue, accurately monitoring transactions and deposits to eliminate discrepancies
- Assisted with developing and implementing marketing strategies to improve sales and profitability
Server/Customer Service Associate
Huddle House Restaurant
Dawson, GA
04.2012 - 03.2020
- Welcomed guests with personable attitude and brought beverage orders while reviewing menu options
- Attended meetings to learn and share information and find ways to enhance customer dining experience
- Supervised serving staff to drive high level of hospitality and food excellence
- Created positive guest experience by listening to guest needs and recommending options to meet requests
- Communicated with hosts, bussers and kitchen staff to prepare for and serve customers
- Cleared dishes from tables during and after meal service to maintain clean dining area
- Directed and assisted in general dining room cleaning and sanitation
- Managed tables throughout dining room to execute service at highest level
- Maintained knowledge of menu items, ingredients and preparation methods to assist guests with menu selection
- Managed opening and closing duties to facilitate restaurant operations
- Trained and acclimated new servers to restaurant's culture and operations
- Prepared salads, appetizers and garnishes to assist kitchen staff
- Rolled silverware and set up food stations and dining areas to prepare for next shift or large parties
- Worked with management to coordinate special functions and events
- Calculated charges, issued table checks and collected payments from customers
- Used suggestive selling techniques to entice customers with more expensive or higher-margin items and add-ons
- Leveraged POS system to receive and take guest orders and process payment
- Verified guest satisfaction with meals and suggested additional items to increase restaurant sales
- Verified legal drinking age before serving beer, wine and liquor to comply with state law
- Provided exceptional service to high volume of daily customers
- Operated cash register or POS system to receive payment by cash, check and credit card
- Trained new team members in cash register operation, stock procedures and customer services
- Directed trash removal and sanitation procedures to keep aisles and register area organized
- Completed daily recovery tasks to keep areas clean and neat for maximum productivity
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service
- Asked probing questions to determine service needs and accurately input information into electronic systems
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices
- Uphold quality control policies and procedures to increase customer satisfaction
- Led team engagement to assist cross-functional departments and achieve goals
- Improved customer service wait times to mitigate complaints
- Demonstrated excellent communication skills in resolving product and consumer complaints
- Partnered with chef to cook food and comply with food preservation guidelines
- Removed trash and cleaned kitchen garbage containers
- Observed food safety and sanitation protocols to reduce germ spread
- Maintained order and cleanliness of work areas to conform with health codes
- Took and recorded temperatures of food, refrigerators and freezers
- Stocked cupboards and refrigerators and tended salad bars and buffet meals
- Washed, peeled and cut fruits and vegetables to prepare for cooking or serving
- Carried food supplies, equipment and utensils to and from storage and work areas
- Cleaned and sterilized dishes, countertops and utensils to prevent bacteria growth
- Cleaned and sanitized kitchen equipment, utensils and workstations
- Stored perishable food items in freezer or refrigerator to protect from spoilage
- Prepared meats, vegetables or desserts according to orders or instructions
- Cleaned and sanitized utensils, dishes or silverware
- Monitored inventory to keep adequate stock of food items and supplies
- Monitored temperatures of prepared food and cold-storage areas
- Prepared workstations with ingredients and tools to increase efficiency
- Restocked cupboards, refrigerators and service stations with new food items or supplies
- Acquired new skills to support team and further accommodate customer needs
- Portioned and wrapped food or placed directly on plates for service to patrons
- Distributed food to waiters and waitresses to serve customers
Customer Service Support Agent
CallTech Communications
Albany, GA
02.2008 - 03.2012
- Created new accounts, reset passwords and configured access to servers and file management software for users
- Conducted routine maintenance on servers and systems, keeping networks fully operational during peak periods
- Answered use and repair questions via in-person, email and telephone requests
- Identified opportunities to upsell technical products and services, boosting revenues to existing accounts
- Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes
- Generated reports and updated files and documentation
- Responded to assistance requests from users and directed individuals through basic troubleshooting tasks
- Collaborated with a support team to assist client stakeholders with emergent technical issues and develop effective solutions
- Disassembled computer systems to troubleshoot and resolve hardware issues
- Troubleshoot hardware issues and worked with service providers to facilitate repairs for end users
- Assisted customers with various types of technical issues via email, live chat and telephone
- Supported customers with online billing, access and account issues
- Assisted with installation of software updates to computer systems
- Responded to queries for information and access to relevant files
- Assisted in recovery activities to restore normal operations after outages
- Updated hardware, software and security protections with latest standards
- Asked probing questions to determine service needs and accurately input information into electronic systems
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks
- Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships
- Reviewed files, records and other obtained documents to respond to customer requests
- Met or exceeded call speed, accuracy and volume benchmarks on a consistent basis
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints
- Maintained strong call control and quickly worked through scripts to address problems
- Managed high-volume of inbound and outbound customer calls
- Implemented additional services to maintain exceptional client service ratings
- Consulted with customers regarding needs and addressed concerns
- Updated customer accounts, addresses and contact information within call management databases
- Processed customer account changes with proprietary software
- Handled customers effectively by identifying needs, quickly gaining trust, approaching complex situations and resolving problems to maximize efficiency
- Answered, screened and processed high volume of calls daily with call management system and web-based communications
- Coordinated with various company teams to offer and implement successful solutions to customer problems
- Completed high volume of outbound calls per day with above-average conversion rate
- Performed a variety of clerical and administrative duties pertaining to on-site support
- Used available resources to provide efficient and accurate solutions for customer service requests
- Built sustainable relationships and engaged customers by going the extra mile
- Documented customer correspondence in CRM to track requests, problems and solutions
- Managed customer expectations by clarifying needs, identifying options and recommending products and services
- Seized opportunities to upsell products, maximizing revenue
- Answered incoming calls and provided the highest level of professionalism and knowledgeable service to every customer
Education
Associate of Applied Science - Medical Office Administration
Herzing University
01.2013
High School Diploma -
Cross Creek High School
05-2000
Skills
- Comprehensive Product Understanding
- Strategic Goal Setting
- Advanced Problem Resolution
- Skill Enhancement
- Clear Communication Skills
- Effective Team Collaboration
- Employee Training
- Technical Documentation
- Software Proficiency
- Task Prioritization
- Customer Support
- Proficient in Microsoft Office
- Retail Management Oversight
- Optimistic Attitude
- Customer Engagement
- Point-of-Sale Solutions
- Client Account Oversight
- Composed Under Pressure
- Customer Needs Analysis
- Building Client Rapport
- Conflict Resolution Skills
- Product Upselling
- Accurate Data Entry
- Simultaneous Task Handling
- Invoice Corrections
- Skilled in Software Utilization
- Strong Attention to Detail
- Computer Proficiency
- Compassionate Patient Care
- Customer-Focused Technical Assistance
- Diversity Awareness
- Decision-making
References
References available upon request.
Timeline
Associate Director
Sasser Flea Market & Antique Mall
06.2020 - 05.2023
Server/Customer Service Associate
Huddle House Restaurant
04.2012 - 03.2020
Customer Service Support Agent
CallTech Communications
02.2008 - 03.2012
Associate of Applied Science - Medical Office Administration
Herzing University
High School Diploma -
Cross Creek High School
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