Summary
Overview
Work History
Education
Skills
Timeline
Generic

Ashley Gerald

Zephyrhills

Summary

Dynamic Customer Service Escalation Specialist at Verizon Wireless, recognized for exceptional problem-solving and de-escalation techniques. Achieved top performance by enhancing customer retention through empathetic listening and effective resolution strategies. Proven ability to analyze trends and foster teamwork, driving success in high-pressure environments while maintaining reliability and professionalism.

Professional prepared for challenging roles with focus on resolving escalations and enhancing customer satisfaction. Proven ability to handle high-pressure situations and deliver impactful solutions. Excellent teamwork and adaptability, consistently contributing to team goals and adapting to changing environments. Recognized for strong communication and problem-solving skills.

Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.

Overview

15
15
years of professional experience

Work History

Customer Service Escalation Specialist

Verizon Wireless
04.2018 - 04.2022
  • Managed high-pressure situations professionally, remaining calm and focused while resolving customer complaints.
  • Recognized as a top performer within the team, consistently meeting or exceeding key performance indicators related to escalation case handling.
  • Contributed valuable insights during weekly team meetings about emerging trends or challenges faced during escalations.
  • Provided personalized assistance for high-value clients, ensuring their needs were met and fostering long-term relationships.
  • Improved customer retention rates by skillfully diffusing difficult situations through empathetic listening and effective problem-solving techniques.

District Manager in Training

Dunkin' Donuts Franchising
05.2007 - 03.2018
  • Managed multiple store locations simultaneously, ensuring consistent execution of company policies and procedures across all sites.
  • Maintained a keen focus on safety and compliance, ensuring all stores adhered to relevant regulations and maintained a secure environment for both employees and customers.
  • Increased district sales by implementing innovative marketing strategies and training programs for store managers.
  • Cultivated a high-performance team culture through regular performance reviews, constructive feedback sessions, and recognition programs that rewarded top achievers.
  • Analyzed sales trends to identify growth opportunities, implementing targeted action plans to capitalize on market potential.
  • Provided ongoing coaching and mentorship to store managers, cultivating a culture of excellence in operations management and customer service.
  • Used company reports to analyze sales, gross profit and inventory activities.
  • Assisted with onboarding of new employees by providing training and development resources.
  • Handled day-to-day customer or client questions via telephone or email.
  • Acted with integrity, honesty, and knowledge to promote culture of company.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.
  • Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.

Education

GED -

Department of Education
Tampa, FL
09-2007

Skills

  • Call center experience
  • De-escalation techniques
  • Email etiquette
  • Hardware troubleshooting
  • Sales support
  • User training
  • Escalation management
  • Teamwork and collaboration
  • Time management
  • Problem-solving skills
  • Calm and professional under pressure
  • Reliability

Timeline

Customer Service Escalation Specialist

Verizon Wireless
04.2018 - 04.2022

District Manager in Training

Dunkin' Donuts Franchising
05.2007 - 03.2018

GED -

Department of Education

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