Ashley Ferguson
Spartanburg,SC
Summary
Operations and customer service professional supporting call handling, account resolution, compliance, and onboarding. Manages daily communications, negotiates payment arrangements, and maintains accurate records that support efficient team coordination and quality service.
Overview
10
10
years of professional experience
Work History
Call Center Representative
Above & Beyond Staffing
02.2024 - 09.2026
- Managed high-volume calls daily through call management system, delivering consistent service quality.
- Resolved customer concerns effectively, ensuring satisfaction and retention.
- Resolved routine concerns using company policies and service guidelines.
- Negotiated payment arrangements with customers and recorded agreed terms.
- Reviewed account histories to confirm balances, payment terms, and billing records.
- Escalated unresolved accounts according to collection procedures and compliance rules.
- Entered call notes into customer records and daily communication logs.
- Collaborated with team members in daily huddles to align on goals and enhance team communication. with team members to review common goals and objectives.
Operations Manager
ULTA Beauty Distribution Center
05.2022 - 11.2025
- Achieved ecom and retail goals through effective team building and engagement strategies.
- Led team of 33 diverse individuals, fostering collaboration and cohesion.
- Developed performance improvement plans for employees to enhance productivity.
- Processed payroll for employees to ensure timely payments., disciplinary actions and compliance are also a part of my daily tasks. Reported KPIs, employee performance, budget etc. in daily meetings with senior leadership.Manages and optimizes the flow of our goods to the store and our customers.
Operations/CSR
Ashley Homestore
11.2019 - 03.2022
- Executed compliance audits to meet regulations while supporting customer needs and assisting floor associates with deal closures. Managed staffing, inventory, and floor displays, fostering employee engagement and a culture of continuous learning.
- Achieved regional goals consistently, earning Gandolf Award recognition for store performance.
- Ensured store compliance through credit application audits and maintained analytical accuracy.
Recruiter
The Staffing Alliance
02.2017 - 09.2019
- Sourced candidates for staffing clients across temporary, contract, and direct-hire roles.
- Screened resumes and matched skills to open positions using applicant tracking systems.
- Scheduled interviews with candidates and hiring managers across multiple client accounts.
- Executed full recruitment cycle and onboarding process for warehouse staff, ensuring timely integration of new hires.
Education
BBA - Business Management
University of South Carolina
Columbia, SC01-2006
High School Diploma -
Spartanburg High School
Spartanburg01-2002
Skills
- Call management systems
- Customer service excellence
- Account resolution strategies
- Payment processing arrangements
- Call routing efficiency
- Customer records management
- Audit and regulatory compliance
- Onboarding procedures
- Team scheduling coordination
- Relationship management
- Relationship management
Personal Information
Title: Contact Center Operations Manager
Timeline
Call Center Representative
Above & Beyond Staffing
02.2024 - 09.2026
Operations Manager
ULTA Beauty Distribution Center
05.2022 - 11.2025
Operations/CSR
Ashley Homestore
11.2019 - 03.2022
Recruiter
The Staffing Alliance
02.2017 - 09.2019
BBA - Business Management
University of South Carolina
High School Diploma -
Spartanburg High School