ASHLEY DETRIO
CARTERSVILLE,GA
Summary
Results-oriented Customer Service Manager with expertise in team management and process improvement.
Skilled in enhancing customer relations and optimizing service operations. Demonstrated leadership and problem-solving abilities have led to the development of strategies that boost customer satisfaction and loyalty.
Transformed customer service departments into efficient, high-performing teams that drive company growth.
Overview
17
17
years of professional experience
Work History
Customer Service Manager
Aromatic Fragrances International
Cartersville, GA
08.2020 - Current
- Lead the company-wide Nonconformance reporting system, maintaining accuracy in Excel and presenting biweekly performance data to company ownership.
- Manage all carrier claims with UPS, FedEx, DHL, and LTL partners while resolving accessorial charge disputes, generating $482,917.65 in cost savings since 2020.
- Drive department performance that consistently operates approximately 40% under budget annually while maintaining service quality.
- Recruit, hire, train, and coach customer service staff while maintaining the lowest employee turnover rate in the company.
- Partner with Logistics, Quality Control, Production, and R&D leadership to resolve operational challenges and improve cross-department processes.
- Oversee new customer onboarding, including account setup, documentation, and resale tax exemption compliance.
Divisional Coordinator
YANMAR America
Adairsville, GA
07.2017 - 07.2020
- Supported international customers and distributors selling CHP/GHP systems with VRF technology and marine propulsion systems.
- Processed and managed domestic and global orders while maintaining accurate annual sales forecasts.
- Designed and implemented a North American customer onboarding program and presented it to global leadership at Yanmar headquarters in Japan.
- Managed customer escalations and complex service issues, strengthening long-term client relationships.
- Resolved inventory discrepancies in Oracle and developed an Excel-based tracking tool to improve inventory accuracy and reporting.
- Collaborated with the Accounting Controller and banking partners during financial audits to ensure compliance and accurate documentation.
Customer Service Specialist
CarMax Auto Finance
Kennesaw, GA
06.2015 - 07.2017
- Handled 120+ inbound calls daily, assisting customers with repossession avoidance, insurance claims, and credit reporting concerns.
- Led the specialized department supporting families after a customer's death, managing sensitive retitling processes and vehicle returns.
- Trained and onboarded new hires while conducting monthly mentoring sessions to improve compliance and customer service performance.
- Recognized for balancing efficiency and empathy while resolving high-stress customer situations.
Office Manager / Customer Service Training Manager
Two Men and a Truck
01.2014 - 01.2015
Supervisor & Trainer (Account Security)
AppleCare
01.2009 - 01.2015
HR Recruiter & DOT Collector
2Work Staffing
01.2014 - 12.2014
Skills
- Customer retention
- High-volume call management
- Customer relations
- Conflict resolution
- Escalation management
- Process improvement
- Quality control
- Team leadership
- Employee development
- Retention strategies
- Performance coaching
- One-on-one management
- Cross-functional collaboration
- Department operations
- Strategic budgeting
- Forecasting and analysis
- Forecasting models
- Data reporting
- Dashboard creation
- Policy implementation
- Software adaptation
Timeline
Customer Service Manager
Aromatic Fragrances International
08.2020 - Current
Divisional Coordinator
YANMAR America
07.2017 - 07.2020
Customer Service Specialist
CarMax Auto Finance
06.2015 - 07.2017
Office Manager / Customer Service Training Manager
Two Men and a Truck
01.2014 - 01.2015
HR Recruiter & DOT Collector
2Work Staffing
01.2014 - 12.2014
Supervisor & Trainer (Account Security)
AppleCare
01.2009 - 01.2015