Ashley DeWitt
Guyton,GA
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
21
21
years of professional experience
Work History
Customer Service Representative
Amtrak
11.2017 - Current
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Enhanced financial accuracy by reconciling accounts, verifying transaction details, and resolving discrepancies.
- Reduced errors in data entry by implementing a system of double-checking and cross-referencing information.
- Supported the accounting team with month-end closing procedures, ensuring timely completion and accurate reporting.
- Ensured accurate record-keeping with diligent data entry and database management for vital company information.
- Enhanced office efficiency by streamlining administrative processes and implementing organizational systems.
- Promoted a positive work environment through effective communication skills and fostering professional relationships among colleagues.
- Enhanced document organization by creating a comprehensive filing system and maintaining accurate records.
- Improved team efficiency by streamlining document processing workflows and reducing turnaround times.
- Enhanced workplace cleanliness by performing thorough daily cleaning tasks, including sweeping, mopping, and dusting.
- Improved overall facility hygiene by sanitizing high-touch surfaces regularly to minimize the spread of germs.
- Enhanced customer satisfaction by efficiently handling transactions and addressing inquiries.
- Streamlined the checkout process for faster service and improved customer experience.
- Resolved customer complaints with professionalism and empathy, resulting in increased customer loyalty.
- Balanced cash registers accurately at the end of each shift, minimizing discrepancies and errors.
- Handled sensitive information securely while processing payments through various methods including cash, credit cards, and gift cards.
- Adhered strictly to company guidelines regarding loss prevention measures while performing cashier duties.
- Utilized POS system to handle customer cash and credit card transactions.
- Streamlined communication channels for improved customer service response times and overall efficiency.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues with professionalism.
Customer Service Representative
Amtrak
01.2016 - 10.2017
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Optimized resource allocation for staff members by monitoring workload and adjusting schedules accordingly.
- Reduced scheduling conflicts by proactively identifying potential issues and implementing appropriate solutions.
- Enhanced document organization by creating a comprehensive filing system and maintaining accurate records.
- Improved team efficiency by streamlining document processing workflows and reducing turnaround times.
Customer Service Representative
AMTRAK
06.2015 - 01.2016
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Participated in cross-functional initiatives aimed at enhancing overall business operations and customer satisfaction levels.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Improved communication between departments by facilitating interdepartmental meetings focused on problem-solving strategies for common issues affecting customers'' experiences.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded proactively and positively to rapid change.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Promptly responded to inquiries and requests from prospective customers.
- Trained new personnel regarding company operations, policies and services.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Enhanced customer satisfaction by efficiently processing luggage check-ins and retrievals.
- Streamlined luggage handling processes for improved operational efficiency and reduced wait times.
- Assisted passengers with special needs, ensuring a smooth and positive travel experience.
- Resolved lost luggage issues promptly, minimizing passenger distress and inconvenience.
- Reduced instances of luggage damage through careful handling and adherence to proper procedures.
- Maintained accurate records of all handled baggage, facilitating swift problem resolution.
- Provided exceptional customer service, addressing passenger concerns professionally and courteously.
- Managed high-volume periods effectively by prioritizing tasks based on urgency and resource availability.
- Adhered to strict confidentiality guidelines while handling sensitive passenger information.
- Responded immediately to any guest requests or concerns and promptly resolved issues.
Reservation Sales Agent
Amtrak
- Assist passenger with making trip reservations, changing, and taking payments
- Also, giving them train status using railres.
Licensed Health Insurance Agent
Corporate Call Center
01.2015 - Current
- Inform qualifying Medicare participants about the three plans and the estimates of the cost and what each plan covers
- Enroll the interested individuals during the annual enrollment period.
LICENSED INSURANCE AGENT
CORPORATE CALL CENTER
09.2012 - 01.2015
- Inform qualifying Medicare participants about plans available to them, prescriptions that are covered, cost and what all is included in each plan.
Barista/ Server
Cosi
08.2006 - 12.2007
- Prepared drinks according to requirements, working with cash register, clearing and re-setting tables; provided dining service in high-pressure environment; offered friendly and solution-oriented customer service.
Food Server/Barista
Dunkin Donuts
- Assisted customers in making purchases; operated cash register and closed at the end of shifts, counted and handled money; dealt with customer complaints in a solution-oriented manner
- Limit Checkout time to three minutes and accurately use the product labeling unit for produce.
Food Server
Popeye's
04.2004 - 08.2004
- Taking orders, communicating with the kitchen staff, dealing with customer complaints, working the cash register, clearing and re-setting the tables.
Key holder/Sales Associate
Movie Gallery
03.2003 - 07.2003
- Assisted customers in making purchases; operated cash registers; and opened store at beginning of shifts; count and handle money; dealt with customer complaints in a solution-oriented manner
- Call existing customer about unreturned rentals.
Education
Associate Degree of Health Science in Medical Administrative Assistant - Health Administration
Ultimate Medical Academy
Philadelphia, PA01.2012
Certified Medical Assistant - Health Administration
Lincoln Technical Institute
Philadelphia, PA01.2009
Skills
- Reservation Confirmation
- Complaint Resolution
- Strong Work Ethic
- Upselling Strategies
- Interpersonal skills
- Typing speed
- Computer proficiency
- Attention to detail
- Active listening
- Empathy and understanding
- Excellent communication
- Customer service orientation
- Data entry accuracy
- Adaptability and flexibility
- Call Control
- Transportation Information
- Conflict resolution
- Phone Etiquette
- Telephone Reservations
- Reservation Software
- Customer Engagement
- Regulatory Compliance
- Problem-Solving
- Customer Documentation Review
- Patient Care
- Patient Education
- Regulatory Knowledge
- Patient Safety
- Operations Management
- Health Information Systems
- Insurance Verification
- Medical Office Administration
- HIPAA Compliance
- Month-End Reports
- Records Management
- Workplace Safety
- Cash Handling Expertise
- Appointment Scheduling
- Office Management
- Vehicle Maintenance
- Revenue Generation
- Hazard Identification
- Equipment Inspection
- Incident Reporting
Personal Information
Work Permit: Authorized to work in the US for any employer
Timeline
Customer Service Representative
Amtrak
11.2017 - Current
Customer Service Representative
Amtrak
01.2016 - 10.2017
Customer Service Representative
AMTRAK
06.2015 - 01.2016
Licensed Health Insurance Agent
Corporate Call Center
01.2015 - Current
LICENSED INSURANCE AGENT
CORPORATE CALL CENTER
09.2012 - 01.2015
Barista/ Server
Cosi
08.2006 - 12.2007
Food Server
Popeye's
04.2004 - 08.2004
Key holder/Sales Associate
Movie Gallery
03.2003 - 07.2003
Reservation Sales Agent
Amtrak
Food Server/Barista
Dunkin Donuts
Associate Degree of Health Science in Medical Administrative Assistant - Health Administration
Ultimate Medical Academy
Certified Medical Assistant - Health Administration
Lincoln Technical Institute