Ashley Garrison
Las Vegas,NV
Summary
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
12
12
years of professional experience
Work History
Manager - Training & Quality
Allpoints Foodservice Parts & Supplies
09.2015 - Current
- Conducted orientation sessions and organized on-the-job training for new hires.
- Communicated all learning and performance objectives, schedules, and training assessments to upper management.
- Trained new hires to perform cross-training exercises with experienced workers.
- Organized and edited training manuals, multimedia visual aids, and other educational materials.
- Collaborated with other departments to align training programs with organizational goals and objectives.
- Reviewed and edited all training materials for accuracy and company policy compliance.
Elite Customer Service & Retention Specialist
Eharmony.com
06.2011 - 08.2015
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Updated account information to maintain customer records.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Trained staff on operating procedures and company services.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
Education
No Degree - Sociology
University of California, Riverside
Skills
- Multimedia Development
- Confidential Records Management
- Instructor Management
- Daily Schedule Creation
- New Employee Training
- Special Assignments
- Workflow Process Improvement
- Exceptional Communicator
- Performance Metric
Accomplishments
- Trained more than 10 full time customer service representatives who remained gainfully employed for longer than 1 calendar year, and exceeded monthly & quarterly goals consistently.
- Successfully restructured the Call Review point system and implemented a QA Appeal process to address any scoring discrepancies and allow for coaching opportunities.
Timeline
Manager - Training & Quality
Allpoints Foodservice Parts & Supplies
09.2015 - Current
Elite Customer Service & Retention Specialist
Eharmony.com
06.2011 - 08.2015
No Degree - Sociology
University of California, Riverside
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