ASHLEY HARDY
Sterling Heights,MI
Summary
A dedicated Customer Service professional with over ten years of experience providing excellent service in various industries .Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Equipped with knowledge of service delivery and proven multitasking abilities. Skilled in handling complex customer inquiries/escalations, providing product recommendations, and building strong customer relationships. Committed to maintaining professional relationships to increase profitability and drive business results. Proficient in Microsoft Office and working toward a bachelor's degree in business management.
Overview
9
9
years of professional experience
Work History
Customer Service Representative
Comerica
12.2022 - 10.2023
- Provide prompt and quality service to customers, handling inquiries, and assisting with online banking credentials
- Update account details and assist with debit card issues
- Identify customer needs and make product referrals
- Collect and analyze customer data to improve service quality.
- Managed over 60 customer accounts daily
- Increased team productivity by 25%
Customer Interaction Specialist (Hybrid/Remote)
Porsche Cars North America
10.2021 - 12.2022
- Answer inbound calls and provide technical support, warranty information, and financial services to customers and dealers
- Assist customers with scheduling Roadside Assistance, repair service, and New Vehicle stock location
- Accurately documented customer accounts
- Handle inquiries through email, phone, and live chat
- Provide new hires with shadowing to help assimilate with calls during 'Nesting' periods.
- Managed over 50 calls daily
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered customer telephone calls promptly to avoid on-hold wait times.
Customer Service Specialist II (Remote)
PLPC
01.2021 - 11.2021
- Interacted with customers and insurance agents to request or provide insurance documents, and proof of insurance, and collect payment information
- Provided customers with product and service information
- Educated customers on Homeowner Insurance policy coverage and residential zoning information
- Handle questions and complaints in compliance with state regulations where applicable
- Processed payments, insurance documents, and claims
- Identified and resolved high-priority issues.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Leading Specialist with 98% customer satisfaction rate
Customer Service Representative (Remote)
Qualfon
07.2020 - 01.2021
- Answered inbound phone calls regarding DTE Energy customer accounts
- Maintained composure in escalated situations
- Process payments, update billing information, and set up payment arrangements for service
- Schedule service calls for outages, repairs, and down wires
- Handle high volume queue meeting call quotas
- Built customer relationships and upsold services
- Handled sensitive personal identity information closely following company guidelines
- Exceeded quarterly sales goals by 36%
- Responded to customer requests for products, services, and company information.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
Member Services Representative III (Hybrid/Remote)
Concentrix
07.2019 - 06.2020
- Answered calls for OnStar and provided navigation routes, roadside assistance, and technical support
- Sold services and packages to members
- Handled emergencies and transferred calls to appropriate departments
- Cross-sold OnStar services to members with new and used vehicle purchases
- Provide 'Floor Support' to management to oversee schedule adherence to ensure call queue remains properly governed and scheduled Lunches/Breaks are taken at allotted time periods
- Provide live coaching to agents on and off calls
- Guide and nurture agents during/after training with weekly team meetings.
- Increased team productivity by 40%
- Managed over 200 calls daily during peak seasons
- Handled customer escalations with confidence, using complex problem solving to provide effective resolution
City Letter Carrier
USPS
03.2016 - 01.2019
- Cased, sorted, and delivered parcels and mail.
- Interacted with customers while servicing community needs.
- Assisted with shipping and receiving.
- Handled undeliverable mail in accordance with established procedures.
- Delivers mail along prescribed routes, on foot or by vehicle, adhering to regular schedule, picking up additional mail from relay boxes.
- Increased product recommendations by 10% for designated route.
- Engaged customers with pleasant demeanor and offered to help with mail-related issues.
- Used portable devices to maintain system records by scanning items delivered to homes and businesses.
- Worked closely with other employees in mail office and handled various administrative tasks.
- Picked up and delivered mail on time each day, taking into consideration weather and road conditions.
- Maintained accurate records of attempted and missed deliveries as required by post office.
- Obtains signatures for package deliveries as proof of delivery to avoid discrepancies.
- Followed Postal Service policies and procedures to maintain integrity of mail and protect customer information.
- Inspected truck equipment and supplies and reported problems and safety hazards to supervisors following each shift.
- Communicated customer complaints, requests, and feedback to company management for swift resolution.
- Loaded and secured items in trucks to avoid damage to parcels during delivery.
Assistant Manager
Lord & Taylor
10.2014 - 03.2016
- Trained new hires and handled scheduling.
- Promoted to Sales Lead within 3 months and Assistant Manager within 5 months.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
- Mentored team members to enhance professional development and accountability in workplace
- Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service
- Helped with planning schedules and delegating assignments to meet coverage and service demands
Education
Bachelor of Arts in Business Management -
Macomb Community College
Warren, MI01.2026
Skills
- Workforce and Schedule Adherence
- Escalation/Conflict management and resolution
- Social media marketing and public speaking
- Cold calling and sales techniques
- Training and Coaching
- Appointment Scheduling
- Paperwork and Payment Processing
- Data Entry
- Account Updating and Management
Timeline
Customer Service Representative
Comerica
12.2022 - 10.2023
Customer Interaction Specialist (Hybrid/Remote)
Porsche Cars North America
10.2021 - 12.2022
Customer Service Specialist II (Remote)
PLPC
01.2021 - 11.2021
Customer Service Representative (Remote)
Qualfon
07.2020 - 01.2021
Member Services Representative III (Hybrid/Remote)
Concentrix
07.2019 - 06.2020
City Letter Carrier
USPS
03.2016 - 01.2019
Assistant Manager
Lord & Taylor
10.2014 - 03.2016
Bachelor of Arts in Business Management -
Macomb Community College
Similar Profiles
Kendra EscobarKendra Escobar
Executive Assistant at ComericaExecutive Assistant at Comerica
Dylan KasinDylan Kasin
Call Center Agent at ComericaCall Center Agent at Comerica
Syria CarterSyria Carter
Banking Center Support Help Desk Agent at ComericaBanking Center Support Help Desk Agent at Comerica