Ashley Garcia
Lumen Technology
Caldwell,ID
19
years of professional experience
Through my years of experience, I have maintained accuracy and response quality as a online chat representative. As well as been given the tools to enhance overall customer experience. I am very Organized and detail-oriented. Daily operations would require me to maintain accurate logs of customer interactions and I would consistently surpassed interaction goals and monthly sales goals.
Work History
Click to Chat Rep
14 Years 9 Months- Improved customer satisfaction.
- Utilized advanced product knowledge in Communication products.
- Developed rapport with customers during chats.
- Identified recurring customer issues.
- Delivered feedback from daily chats to product teams.
- Utilized live chat for customer support.
- Regularly de-escalated tense customer interactions.
- Managed pre-sale inquiries.
- Consistently met daily interaction goals.
- Achieved customer satisfaction on post-interaction surveys.
- Upsold relevant communication products.
- Supported product launches.
- Resolved customer chat inquiries efficiently.
Front End Supervisor
2 Years 5 Months- Established clear daily and monthly expectations.
- Offered incentives.
- Drove front-end operational success.
- Devised an incentive program.
- Maintained cash accuracy.
- Maintained top-tier customer service levels.
- Conducted daily team meetings.
- Driven employee contest participation.
- Created shift schedules.
- Trained on loss prevention techniques.
- Boosted team morale.
- Conducted daily audits.
Education
Some college - Criminal Justice
Skills
Product knowledge retention
Problem-solving and critical thinking
Live chat support
Upselling techniques
Proficiency in Word and Excel
Mentoring and Team Development
Cross-functional team collaboration
Meeting or exceeding daily/weekly chat targets
Client Retention Strategies
Reducing escalation cases
Script writing for live chat
Time management
Timeline
Click to Chat Rep
Lumen Technology
11.2011 - CurrentRead More
Front End Supervisor
Sams Club
09.2007 - 02.2010Read More
College of Western Idaho
Some college from Criminal Justice
Read More