Ashley Goins
Fort Worth,TX
Summary
Proven track record in enhancing customer satisfaction and streamlining service operations at Amazon. Excelled in conflict mediation and consultative sales, significantly improving client relations and operational efficiency. Skilled in leveraging technical support and key stakeholder relationship building to exceed performance goals. Demonstrates a commitment to excellence and a results-driven approach, ensuring superior service delivery and customer experience.
Overview
7
7
years of professional experience
Work History
Customer Service Representative
Amazon
Fort Worth, TX
08.2015 - 03.2022
- Responded to customer requests for products, services, and company information.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Processed customer service orders promptly to increase customer satisfaction.
- Tracked customer service cases and updated service software with customer information.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Investigated and resolved accounting, service and delivery concerns.
- Trained staff on operating procedures and company services.
- Investigated and resolved customer inquiries and complaints quickly.
- Sought ways to improve processes and services provided.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
- Educated customers about billing, payment processing and support policies and procedures.
- Met customer call guidelines for service levels, handle time and productivity.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Education
Diploma -
Wossman High School
Monroe, LASkills
- Scheduling
- Account updating
- Consultative Sales
- Data Entry
- Appointment Scheduling
- Complaint resolution
- Call Management
- Report Generation
- Information Security
- Product Knowledge
- Paperwork Processing
- Data Collection
- Recordkeeping strengths
- Project management abilities
- Store maintenance
- Customer RMA management
- Retail store support
- Promotional support
- Sales expertise
- Escalation management
- Key holder experience
- Computer Proficiency
- Documentation
- Technical Support
- Service Upselling
- Conflict Mediation
- Reading Comprehension
- Process Optimization
- Key stakeholder relationship building
Timeline
Customer Service Representative
Amazon
08.2015 - 03.2022
Diploma -
Wossman High School