Ashley Dotson
Lancaster,Ohio
Summary
Forward-thinking professional with proven history of leadership, planning and problem solving. Adept collaboration with professional to accomplish demanding objectives, motivate staff, and organize resources. Systematic understanding of maintaining coverage for all operational needs.
Overview
12
12
years of professional experience
Work History
Assistant Manager
Clarks Pump N Shop
Rio Grande, Ohio
01.2013 - 09.2024
- Provided customer service and assistance to customers in resolving issues and concerns.
- Assisted in the development of new processes to improve customer service efficiency.
- Trained and supervised customer service staff on policies, procedures, and best practices.
- Monitored customer feedback and implemented changes based on those insights.
- Maintained accurate records of customer interactions for future reference.
- Resolved escalated complaints from customers in a timely manner.
- Developed strategies to increase customer loyalty and retention rates.
- Analyzed customer data to identify trends and opportunities for improvement.
- Performed daily audits of customer accounts for accuracy and completeness.
- Generated monthly reports on key metrics such as average response time, resolution rate.
- Reviewed billing discrepancies with customers to resolve any payment issues.
- Conducted regular performance reviews with team members to ensure quality standards are met.
- Developed training materials for new employees related to customer service protocols.
- Ensured compliance with all applicable laws, regulations, and company policies.
- Managed day-to-day operations of the Customer Service department.
- Interfaced with vendors regarding product availability or delivery issues.
- Established relationships with key stakeholders within the organization.
- Identified areas where operational efficiencies could be improved upon.
- Participated in weekly meetings with senior management for status updates.
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Maintained knowledge of company products and services to promptly resolve complaints and concerns.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Assisted staff with resolving complex customer issues and implementing targeted solutions.
- Evaluated employee job performance and motivated staff to improve productivity.
Education
Some College (No Degree) - Emergency Medicine
Shawnee State University
Portsmouth, OHSome College (No Degree) - History And English
University of Rio Grande/Rio Grande Community College
Rio Grande, OHSkills
- Product and service knowledge
- full knowledge of microsoft office
- have the ability to use excel, spreadsheets, as well as powerpoint
- I have an extensive vocabulary
- extremely articulate
- can type more than 100 words a minute with minor errors
- I work well under pressure
- I have more than 10 years of managerial experience
- I learn and adapt quickly and am able to work unsupervised
References
References available upon request.
Timeline
Assistant Manager
Clarks Pump N Shop
01.2013 - 09.2024
Some College (No Degree) - Emergency Medicine
Shawnee State University
Some College (No Degree) - History And English
University of Rio Grande/Rio Grande Community College
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