Ashley Gerald
Zephyrhills,FL
Summary
Reliable Customer Service Representative with extensive track record in demanding sales and account management environments. Strong presenter, communicator and problem solver working effectively and productively with diverse customers and individual needs.
Overview
14
14
years of professional experience
Work History
Customer Service Representative
Verizon Wireless
Tampa, FL
04.2018 - 10.2021
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Upheld quality control policies and procedures to increase customer satisfaction.
Store Manager
Dunkin' Brands
Bradenton, FL
06.2007 - 03.2018
- Directed or coordinated financial or budget activities to fund operations and maximize investments.
- Mitigated business risks by working closely with staff members and assessing performance.
- Reviewed financial statements and sales or activity reports to measure productivity or goal achievement.
- Implemented successful business strategies to increase revenue and target new markets.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Delegated work to staff, setting priorities and goals.
- Showcased and built visually appealing displays and signs to encourage customers to buy specific products.
- Exceeded team goals and resolved issues by sharing and implementing customer service initiatives.
Education
GED -
Tranquility Bay
St. Elizabeth Jamaica08-2007
Skills
- Complaint resolution
- Account updating
- Paperwork Processing
- Appointment Scheduling
- Consultative Sales
- Information Security
- Service Upselling
- Building rapport
- Project management abilities
- Team Development
- Customer consulting
- Customer Relationship Management (CRM)
- Technical Support
- Executive management support
- Document Control
- Adaptive team player
Timeline
Customer Service Representative
Verizon Wireless
04.2018 - 10.2021
Store Manager
Dunkin' Brands
06.2007 - 03.2018
GED -
Tranquility Bay