ASHLEY GOODE
Bessemer City,NC
Summary
Customer Service Representative with over 18 years experience, bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty and trust.
Overview
10
10
years of professional experience
Work History
Customer Service Specialist
Sitel
07.2021 - Current
- Crossed trained in 5 departments; service, early lifetime service, applications, dispatch and authorizations.
- Answered constant flow of customer calls from homeowners, service providers, realtors, with minimal wait times.
- Developed customer service improvement initiatives to decrease customer wait times, this was something my supervisor asked me to do to help other agents lower call times and also improve quality.
- Assisted my direct supervisor in training two service classes, one early lifetime service class and two application classes.
- Responded to customer requests for products, services, and company information.
- Handled customer inquiries and suggestions courteously and professionally.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Provided primary customer support to internal and external customers.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Updated account information to maintain customer records.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Took payment information and other pertinent information such as addresses and phone numbers to place orders.
Unemployed
Due To Covid
03.2020 - 07.2021
- I actively looked for work during this time
Assistant Manager
Sally's Beauty Supply
02.2019 - 03.2021
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Mentored team members to enhance professional development and accountability in workplace.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Monitored security to protect employees, customers and property.
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
Master Stylist
Broad St Barbershop
08.2013 - 02.2019
- Styled hair according to customer preferences.
- Educated clients about products and self-maintenance for healthy hair based on needs and preferences.
- Devised marketing and sales strategies to maximize business success.
- Grew profits by $[Amount] in [Year] through effective management of operations, team performance and customer relations strategies.
- Resolved guest complaints about service or style.
- Demonstrated knowledge of latest industry trends, tools and techniques to meet diverse customer preferences.
- Counted and documented opening and closing cash amounts daily.
- Completed safety training and certifications to minimize risk of infection or injury to customers.
- Consistently received positive performance reviews from guests.
- Consulted with clients to assess personal style preferences and unique needs.
Education
Cosmetology Art And Science - Cosmetology
Lacy Cosmetology School
Goose Creek, SC04.2012
Certificate of Continuing Education - The Essentials of Managing The Front Desk
Rockhurst University Continuing Education Center
Gastonia, NC04.2007
Paralegal Certificate Course - Paralegal
Isothermal Community College
Spindale, NC07.2005
Skills
- Customer Service and Assistance
- Data Evaluation
- Call Volume and Quality Metrics
- Senior Leadership Support
- Good Communication Skills
- High-Volume Call Environments
- Creative Solutions
- Microsoft Office
- Problem Resolution
- Team-Building Exercises
- Issue and Complaint Resolution
- Cash Counting
Timeline
Customer Service Specialist
Sitel
07.2021 - Current
Unemployed
Due To Covid
03.2020 - 07.2021
Assistant Manager
Sally's Beauty Supply
02.2019 - 03.2021
Master Stylist
Broad St Barbershop
08.2013 - 02.2019
Cosmetology Art And Science - Cosmetology
Lacy Cosmetology School
Certificate of Continuing Education - The Essentials of Managing The Front Desk
Rockhurst University Continuing Education Center
Paralegal Certificate Course - Paralegal
Isothermal Community College