Summary
Overview
Work History
Education
Skills
Timeline
Generic

Ashley Faulkner

Gary,United States

Summary

Dynamic Customer Service Representative with proven success at Liveops, excelling in conflict resolution and upselling. Adept at building rapport and ensuring customer satisfaction through active listening and effective follow-up. Skilled in Microsoft Office and call management, consistently enhancing customer experiences and contributing to team goals.

Overview

20
20
years of professional experience

Work History

Customer Service Representative

Liveops
Gary, IN
07.2023 - 04.2025
  • Developed positive relationships with customers through friendly interactions.
  • Conducted regular follow-up calls with customers after resolving their issues.
  • Provided exceptional customer service to ensure customer satisfaction.
  • Answered customer inquiries via phone, email, and chat.
  • Identified opportunities for upselling additional products or services based on customer needs.
  • Provided accurate information about products and services to customers.
  • Maintained detailed records of customer interactions, transactions and comments for future reference.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.

Customer Service Representative

Omni Interactions
Gary, Indiana
10.2024 - 01.2025
  • Developed positive relationships with customers through friendly interactions.
  • Conducted regular follow-up calls with customers after resolving their issues.
  • Provided exceptional customer service to ensure customer satisfaction.
  • Answered customer inquiries via phone, email, and chat.

Service Support

Concentrix
06.2022 - 01.2023
  • Provided customer service support when necessary to resolve issues quickly.
  • Assessed customer needs by providing excellent customer service support.
  • Provided customer service support for existing accounts.
  • Provided customer service support via phone, email, and online chat.
  • Provided customer service support to ensure a positive shopping experience.

Product Inspector

Crown Staffing Solutions
Joliet, IL
01.2021 - 11.2022
  • Participated in continuous improvement initiatives that aimed at improving overall product quality standards.
  • Evaluated new components, materials, and technologies for use in product inspections.
  • Conducted visual inspections on finished goods for conformance to established standards.
  • Reported any discrepancies or defects in products to supervisors.
  • Adhered strictly to industry safety protocols while carrying out product inspections.

Telemarketer

InfoCision
04.2022 - 05.2022
  • Contributed to the achievement of monthly sales goals by providing detailed data analysis.
  • Identified opportunities for upselling additional products or services based on customer needs.
  • Identified potential customers through cold calling and database research.
  • Attended training sessions on a regular basis to stay updated on changes in industry regulations.
  • Managed time effectively by scheduling daily call times based on peak hours or other factors.
  • Participated in weekly team meetings to discuss performance metrics and improvement ideas.

Telemarketer

Teleperformance
Gary, IN
01.2022 - 04.2022
  • Sold services to people over the phone
  • Contributed to the achievement of monthly sales goals by providing detailed data analysis.
  • Identified opportunities for upselling additional products or services based on customer needs.
  • Identified potential customers through cold calling and database research.
  • Attended training sessions on a regular basis to stay updated on changes in industry regulations.
  • Managed time effectively by scheduling daily call times based on peak hours or other factors.
  • Initiated outbound calls to prospective clients using scripts.
  • Followed up with existing customers regarding additional products or services that may be of interest.
  • Greeted customers in a friendly, professional manner on the phone.

Night Auditor

Hampton Inn and Hampton Inn & Suites
Munster, IN
09.2020 - 11.2020
  • Performed nightly audits of all cashiering staff by verifying accuracy of shift paperwork and balancing accounts.
  • Performed routine maintenance tasks around the lobby area such as cleaning up spills or debris after hours.
  • Compiled daily reports on hotel activity such as room occupancy, revenue totals, and other statistics.
  • Greeted arriving guests and checked them in to their rooms.
  • Reported any discrepancies immediately upon discovering them.
  • Received payments from customers via cash or credit cards.
  • Resolved customer issues quickly while maintaining a high level of professionalism.
  • Processed guest check-outs, including payment processing and providing receipts.
  • Prepared detailed audit reports at the end of each shift.

Picker

Amazon
Joliet, IL
05.2020 - 08.2020
  • Executed picking tasks according to order specifications while meeting daily productivity requirements.
  • Utilized RF scanners to scan products accurately and efficiently.
  • Worked efficiently to meet daily picking quotas.
  • Selected products and items from shelves and pallets for customer orders.
  • Adapted to various warehouse environments and product types.

Shift Supervisor

Luke Family of Brands
Hammond, IN
01.2020 - 05.2020
  • Monitored staff performance to ensure quality standards were met.
  • Assisted customers with product selection when needed.
  • Resolved conflicts between staff members in a timely manner.
  • Responded promptly to customer inquiries or complaints in a professional manner.
  • Communicated clearly with employees regarding job duties, expectations, and policies.
  • Assigned tasks to team members based on their strengths and skill sets.
  • Investigated accidents or incidents occurring during shift hours.
  • Trained new employees on company policies and procedures.
  • Served as a role model for other employees by demonstrating professional behavior at all times.
  • Conducted weekly inventory of supplies, equipment, and food items.
  • Performed cash handling duties such as counting money, balancing registers, and preparing bank deposits.
  • Maintained accurate records of daily transactions and deposits.
  • Ensured all safety and sanitation regulations were met throughout the shift.
  • Assisted upper management with daily operations to meet standards of service and quality.
  • Collaborated with team members to improve performance and implement training updates.

Cashier/Customer Service

Sears
Merrillville, IN
10.2019 - 11.2019
  • Conducted price checks for special orders or discounts as requested by customers.
  • Performed other duties as assigned by management.
  • Balanced daily transactions on a computerized point-of-sale system.
  • Issued receipts, refunds, credits or change due to customers.
  • Answered customer inquiries regarding store policies and procedures.
  • Operated cash register efficiently and accurately, processed payments by cash, check, credit card, gift card or automatic debit.
  • Greeted customers and answered any questions they had about the store's products and services.

Warehouse Associate

Amazon
Joliet, IL
05.2019 - 09.2019
  • Checked all outgoing shipments to ensure accuracy prior to dispatch.
  • Handled hazardous materials safely following prescribed regulations.
  • Collaborated with team members to complete tasks efficiently and accurately.
  • Assisted in loading finished goods onto delivery vehicles as required.
  • Operated a variety of material handling equipment including electric pallet jacks, hand-held scanners, shrink wrap machines and conveyor systems.
  • Labeled containers correctly for product identification purposes.
  • Picked and prepared numerous daily shipments in controlled atmosphere warehouse environment.

Package Handler

UPS
Hodgkins, IL
10.2018 - 02.2019
  • Maintained a clean work environment by removing debris from the loading dock area.
  • Loaded and unloaded packages from delivery vehicles with manual and powered equipment.
  • Assisted in loading delivery trucks with prepared packages.
  • Followed company policies and procedures for secure package handling.
  • Sorted packages to appropriate slide, line or belt for final distribution.

Sales Associate

Kohl's
Merrillville, IN
11.2012 - 01.2013
  • Greet customers and ascertain what each customer wants or needs.
  • Describe merchandise and explain use, operation, and care of merchandise to customers.
  • Recommend, select, and help locate or obtain merchandise based on customer needs and desires.
  • Answer questions regarding the store and its merchandise.
  • Maintain knowledge of current sales and promotions, policies regarding payment and exchanges, and security practices.
  • Exchange merchandise for customers and accept returns.
  • Open and close cash registers, performing tasks such as counting money, separating charge slips, coupons, and vouchers, balancing cash drawers, and making deposits.
  • Bag or package purchases and wrap gifts.

Telemarketer

Ameri call Group Inc
Hobart, IN
08.2011 - 12.2012
  • Contact businesses or private individuals by telephone in order to solicit sales for goods or services, or to request donations for charitable causes.
  • Explain products or services and prices, and answer questions from customers.
  • Obtain customer information such as name, address, and payment method, and enter orders into computers.
  • Adjust sales scripts to better target the needs and interests of specific individuals.
  • Telephone or write letters to respond to correspondence from customers or to follow up initial sales contacts.

Caregiver

House of Care
Gary, United States
06.2008 - 11.2011
  • Established good relationships with families through open communication about their child's progress.
  • Implemented positive discipline techniques when necessary while maintaining a respectful attitude towards students.
  • Developed age-appropriate curriculums to meet the individual needs of each child.
  • Monitored children's play activities to ensure safety.
  • Provided support during nap times by reading stories or performing other calming activities with the children.
  • Enforced all health and safety standards set forth by state regulations for daycare facilities.
  • Responded promptly to any parent inquiries or complaints about the care provided at the facility.
  • Engaged children in creative play activities such as art projects, music time, story time.
  • Ensured proper supervision of all activities including outdoor playtime.
  • Collaborated with other childcare staff members on planning events or special projects related to childcare services.
  • Communicated regularly with parents regarding their child's progress or concerns.
  • Encouraged positive behavior by providing praise and reinforcement of desired behaviors.
  • Organized and maintained a safe, clean, and developmentally appropriate environment for children.

Stylist Assistant

Tight Kutz
Gary, United States
05.2005 - 01.2008
  • .
  • Assessed inventory levels of salon retail products to maintain well-stocked stations.
  • Backed up reception desk by answering phones, scheduling appointments, and processing payments.
  • Shampooed, conditioned and rinsed clients' hair.
  • Fostered clean and sanitary work environment to protect customers and staff from infection

Education

High school or equivalent -

Lew Wallace Highschool
Gary, IN
05.2006

Some College (No Degree) - Business Administration and Management

University of Phoenix
Online

Skills

  • Customer service
  • Conflict resolution
  • Sales support
  • Customer relationship management
  • Data entry
  • Product knowledge
  • Follow-up calls
  • Time management
  • Active listening
  • Problem solving
  • Technical troubleshooting
  • Record keeping
  • Empathy and patience
  • Positive and professional
  • Adaptability and flexibility
  • Inbound and outbound calling
  • Critical thinking
  • Call center experience
  • Multitasking and organization
  • Verbal and written communication
  • Microsoft Excel
  • Microsoft outlook
  • Typing proficiency
  • Microsoft office expertise
  • Relationship building
  • Documentation
  • De-escalation techniques
  • Call management
  • Money handling
  • Task prioritization
  • Live chat support
  • Retail sales customer service
  • Payment processing
  • Order processing
  • Technical support
  • Hospitality and accommodation
  • Order fulfillment
  • Product and service solutions
  • Building rapport

Timeline

Customer Service Representative

Omni Interactions
10.2024 - 01.2025

Customer Service Representative

Liveops
07.2023 - 04.2025

Service Support

Concentrix
06.2022 - 01.2023

Telemarketer

InfoCision
04.2022 - 05.2022

Telemarketer

Teleperformance
01.2022 - 04.2022

Product Inspector

Crown Staffing Solutions
01.2021 - 11.2022

Night Auditor

Hampton Inn and Hampton Inn & Suites
09.2020 - 11.2020

Picker

Amazon
05.2020 - 08.2020

Shift Supervisor

Luke Family of Brands
01.2020 - 05.2020

Cashier/Customer Service

Sears
10.2019 - 11.2019

Warehouse Associate

Amazon
05.2019 - 09.2019

Package Handler

UPS
10.2018 - 02.2019

Sales Associate

Kohl's
11.2012 - 01.2013

Telemarketer

Ameri call Group Inc
08.2011 - 12.2012

Caregiver

House of Care
06.2008 - 11.2011

Stylist Assistant

Tight Kutz
05.2005 - 01.2008

High school or equivalent -

Lew Wallace Highschool

Some College (No Degree) - Business Administration and Management

University of Phoenix

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Ashley Faulkner