Ashley Goodrich
Nashville
Summary
Resolution-minded Customer Service Professional with over 17 years of experience assisting customers. Diligent professional poised to drive positive interactions and satisfaction. Experienced with handling customer inquiries and resolving issues promptly. Utilizes effective communication and problem-solving techniques to enhance customer experiences. Track record of maintaining positive client relationships and ensuring consistent service quality. Skilled in conflict resolution and maintaining high service standards.
Overview
12
12
years of professional experience
Work History
Senior Customer Service Associate
Wayfair
10.2021 - Current
- Promoted a culture of continuous improvement within the team by regularly soliciting feedback from colleagues on best practices for enhancing performance.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Escalated issues to proper supervisors when standard processes were not effective.
- Greeted customers and listened closely to problems described to determine solutions.
- Increased customer retention through active listening, empathy, and tailored assistance for individual needs.
- Enhanced customer satisfaction by efficiently resolving service issues and providing timely solutions.
- Reduced call wait times by optimizing workflows and resource allocation within the customer service department.
- Proactively addressed customer concerns in order to prevent escalations and complaints.
- Tailored communication style according to diverse customer demographics and preferences while maintaining an empathetic tone.
Multimedia Agent
Journeys Call Center
12.2018 - Current
- Informed customers of policies and procedures.
- Advised customers about new products and assisted customers in determining best product for needs.
- Documented customer information in Salesforce.
- Fielded customer service chats and emails from customers throughout country.
- Work to resolve issues with orders for customers in the quickest possible way
- De-escalated and resolved customer complaints with punctual, polite and professional service.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Collaborated with team members to develop best practices for consistent customer service delivery.
Store Manager
Thorntons LLC
08.2012 - 12.2018
- Engaged and interacted with customers to create positive shopping experiences and drive revenue growth.
- Set, enforced and optimized internal policies to maintain efficiency and responsiveness to demands.
- Created work schedules according to sales volume and number of employees.
- Rotated merchandise and displays to feature new products and promotions.
- Oversaw receiving and display of incoming products, meeting planned promotions and seasonal rotation for sales events.
- Rotated stock to achieve optimum appeal and minimize shrinkage.
- Responded to customer concerns with friendly and knowledgeable service and remedied issues promptly and effectively.
- Upheld and communicated store programs and standards to employees for optimal quality, freshness, safety and cleanliness.
- Protected store from loss or theft by setting and enforcing clear security policies.
- Managed inventory control, cash control and changing of shift procedures
- Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
- Managed inventory control, cash control, and store opening and closing procedures.
Education
High School Diploma -
East Literature Magnet School
Nashville, TN05.2005
Skills
- Customer relations
- Troubleshooting
- Active listening
- Multitasking Abilities
- Order management
- Issue research
- Call center experience
- De-escalation techniques
Timeline
Senior Customer Service Associate
Wayfair
10.2021 - Current
Multimedia Agent
Journeys Call Center
12.2018 - Current
Store Manager
Thorntons LLC
08.2012 - 12.2018
High School Diploma -
East Literature Magnet School