Ashley Doleman
Loganville,GA
Summary
Dedicated customer service professional with a strong understanding of service delivery and proven multitasking abilities. Committed to building and maintaining professional relationships to drive business results and increase profitability. Astute call center professional with polished communication skills and excellent organizational abilities to overcome customer objections. Self-motivated and thrive as a true team player. Excel in oral and written communication, active listening, and analytical problem-solving as a customer service representative. Enhance customer experiences and build loyalty through customized solutions by employing service-oriented behaviors and understanding customer desires. Finance professional with extensive experience managing accounts and ensuring timely payments. Highly developed skills in invoice processing, vendor management, and reconciliation. Strong focus on teamwork, flexibility, and achieving results in dynamic environments. Known for reliability and effective problem-solving abilities in fast-paced settings.
Overview
6
6
years of professional experience
Work History
Customer Service Representative
Anthem
09.2021 - Current
- Answered customer telephone calls promptly to avoid on-hold wait times
- Answered constant flow of customer calls with minimal wait times
- Offered advice and assistance to customers, paying attention to special needs or wants
- Collected customer feedback and made process changes to exceed customer satisfaction goals
- Provided primary customer support to internal and external customers
- Provided information regarding charge accounts and loyalty programs
- Delivered prompt service to prioritize customer needs
- Met customer call guidelines for service levels, handle time and productivity
- Educated customers about billing, payment processing and support policies and procedures
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions
- Calculated correct order totals, updated accounts and maintained detailed records for inventory management
Business Office Associate
CarMax
07.2019 - 08.2021
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance
- Kept reception area clean and neat to give visitors positive first impression
- Provided clerical support to company employees by copying, faxing and filing documents
- Responded to inquiries from callers seeking information
- Developed correspondence letters, memos and emails
- Reviewed invoices, payment requests, advance requests, expense reimbursements and proper coding, prior to approval
- Prepared packages for shipment, pickup and courier services for prompt delivery to customers
- Researched, analyzed and projected market data for potential markets
- Followed procedures, documentation, instructions and Audit & Business Controls guidelines from both client and company
- Managed costs and quality of CarMax
- Developed reporting and insights for investor relations meetings
- Drafted professional memos, letters and marketing copy to support business objectives and growth
Assistant Manager
Sunglass Hut At Macy's
10.2018 - 02.2020
- Monitored cash intake and deposit records, increasing accuracy and reducing discrepancies
- Helped with planning schedules and delegating assignments to meet coverage and service demands
- Offered hands-on assistance to customers, assessing needs and maintaining current knowledge of consumer preferences
- Completed regular inventory counts to verify stock levels, address discrepancies and forecast future needs
- Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service
- Developed loyal and highly satisfied customer base through proactive management of team customer service strategies
- Set and enforced policies focused on increasing team productivity and strengthening operational efficiency
- Monitored security and handled incidents calmly
- Assessed job applications and made hiring recommendations to bring in top candidates for key vacancies
- Verified inventory counts remained within monthly tolerance levels and compiled financial data in compliance with budget
- Mentored sales team in applying effective sales techniques and delivering top-notch customer service
- Established and optimized schedules to keep coverage and service in line with forecasted demands
- Conducted weekly staff meetings to motivate staff members, address concerns and questions, plan improvements, and evaluate progress toward goals
- Exceeded sales goals and accomplished business objectives by inspiring staff and promoting target products
- Increased sales revenues by promoting complementary products and educating customers about store promotions
- Reviewed sales and gross profit reports to determine options for increasing market growth
- Directed merchandising, promotion and brand loyalty efforts for business segment with greatest sales volume
- Strengthened merchandising and promotional strategies to drive customer engagement and boost sales
Education
Bachelor of Science - Business Administration And Management
Independence University
Salt Lake City, UT12.2024
High School Diploma -
Kendrick High School
Columbus, GA05.2009
Skills
- CRM Software
- Issue and Complaint Resolution
- Customer Account Management
- Data Entry and Maintenance
- Multitasking and Prioritization
- Document and Records Management
- Multi-Line Phone Systems
- Time Management
- Proficiency in Microsoft Office and G Suite
- Computer Proficiency
- Accounts Payable Software
- Month-end closings
- Data Management
- Bill Auditing
- Bank Reconciliation
- Payment Scheduling
- Payment tracking
- Bookkeeping
Timeline
Customer Service Representative
Anthem
09.2021 - Current
Business Office Associate
CarMax
07.2019 - 08.2021
Assistant Manager
Sunglass Hut At Macy's
10.2018 - 02.2020
High School Diploma -
Kendrick High School
Bachelor of Science - Business Administration And Management
Independence University