Ashley Perez
Dale
Summary
Dynamic customer service leader with a proven track record at Implant Concierge, enhancing team productivity and reducing turnover through effective coaching and mentorship. Skilled in problem-solving and CRM implementation, I foster collaboration and drive exceptional service quality, ensuring customer satisfaction and team success in fast-paced environments.
Overview
9
9
years of professional experience
Work History
Customer Service Supervisor
Implant Concierge
01.2018 - Current
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
- Coached employees through day-to-day work and complex problems.
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
- Enhanced team productivity through regular coaching, feedback, and performance evaluations.
- Reduced employee turnover by cultivating a supportive culture focused on professional growth opportunities and recognition of achievements.
- Collaborated with IT department to implement new CRM system, enhancing data management and customer interaction tracking.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
- Delegated tasks to administrative support staff to organize and improve office efficiency.
- Interceded between employees during arguments and diffused tense situations.
Customer Service Specialist
Implant Concierge
01.2018 - 01.2021
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
- Managed high call volume while maintaining a courteous and professional demeanor.
- Assisted new employees with training, sharing best practices for handling difficult situations and achieving positive outcomes.
- Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
- Established trust with clients through clear communication, patience, and understanding their unique challenges fully before offering solutions tailored to their needs.
- Actively participated in team meetings and professional development workshops, continuously seeking opportunities to enhance skills and provide exceptional customer service.
- Responded proactively and positively to rapid change.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Front Office Assistant
Portland Dental
01.2016 - 10.2017
- Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
- Maintained a professional and welcoming environment for clients, contributing to an overall positive experience.
- Responded to inquiries from callers seeking information.
- Directed phone inquiries, answered customer questions, and scheduled appointments.
Education
Certification - Dental Assisting
UT Health
San Antonio, TX10-2015
Skills
- Problem-solving
- Time management
- Customer service
- Multitasking and organization
- Team building and leadership
- Decision-making
- Training and mentoring
- Team development
- Positive and constructive feedback
- Work prioritization
- New hire training
- Handling escalations
- Delegating work
- Relationship building
- Call monitoring
- Customer relationship management (CRM)
- Employee scheduling
- Leading team meetings
- Goal setting
- Adaptability and flexibility
- Active listening
- Empathy and patience
- Phone and email etiquette
- Microsoft office
Accomplishments
- Supervised team of 10 staff members.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Documented and resolved issues within team which led to improved relationships.
Timeline
Customer Service Supervisor
Implant Concierge
01.2018 - Current
Customer Service Specialist
Implant Concierge
01.2018 - 01.2021
Front Office Assistant
Portland Dental
01.2016 - 10.2017
Certification - Dental Assisting
UT Health
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