Ashley Harkins
Yukon
Overview
6
6
years of professional experience
Work History
Corporate Merchandiser
Mathis Home- Corporate
10.2023 - Current
- Monitor stock and consider appropriate markdowns, price changes, inventory clear outs etc
- Enter new product information into data system
- Assist with any problems associated with merchandise in conjunction to customer service
- Answer sales questions about products, prices and product availability
- Perform periodic inventory counts
- Collaborate with factory reps, suppliers and distributors.
Parts Coordinator
Mathis Home
03.2021 - 10.2023
- Established relationships with 50 different vendors and their factory representatives to brainstorm solutions for delayed part orders and all other issues associated with parts/ warranty claims.
- Traveled to Tulsa OK from OKC to conduct training as our only part coordinator with a greater understanding for the different vendor ordering portals.
- Regularly analyzed on-site & in-home repair technician reports that determined what was needed from vendors to resolve warranty concerns, (for both stock inventory and customer merchandise).
- Managed an inventory of over 400 part orders while keeping status current and up to date.
Customer Service Assistant Manager
Mathis Home
08.2019 - 03.2021
- Worked to resolve negative customer review complaints (from social media and BBB).
- Addressed customer financial accounting disputes.
- Administered a brief department meeting each morning to go over daily goals and areas for improvement (TAKE 10).
- Prepared paperwork for Human Resources (i.e sick day forms, vacation forms, absent forms, reprimand forms)
- Conducted interviews and assisted GM with hiring decisions
- Managed up to 11 people at a time per day.
- Addressed and followed through customer service escalations that tiered passed supervisors.
- Scheduled and coordinated in-home technician appointments with customers.
Customer Service Tier II Supervisor
Mathis Home
11.2018 - 08.2019
- Performed opening and closing duties (i.e voicemails, oversee all emails are handled and responded to, completed daily tasks and ensured expectations were met each day).
- Strategized prompt and effective ways to resolve unique customer related issues.
- Administered audits on phone calls between customers and our service providers each day (X5 per day) to provide areas of improvement.
- Approved compensation amounts permitted on giftcards which were provided to frustrated customers and authorized approval in circumstances where merchandise was being returned/exchanged outside of normal return policy.
Customer Service Representative Tier I
Mathis Home
01.2018 - 11.2018
- Maintained positive, friendly and professional attitude toward customers at all times (including in escalated circumstances) both in-person, on the phone and over email (and instant chat at times).
- Assisted between 25 and 40 face-to-face customers per day with warranty repairs, delivery issues, return drop-offs and all other customer service related issues while simultaneously jumping into call queue to maintain our wait time goal (not allowing phone calls to wait in queue more than 10 seconds).
- Retained an average inventory of 50+ service orders that kept each customer updated on repair statuses, part ETA and backorder status.
Skills
- Excellent verbal & written communication skills
- Problem solving/critical thinking
- Microsoft Word & Excel proficiency
- Publisher proficiency
- Customer Service
- Personable
- Detail-oriented
- Creative & resourceful
- Empathetic
Timeline
Corporate Merchandiser
Mathis Home- Corporate
10.2023 - Current
Parts Coordinator
Mathis Home
03.2021 - 10.2023
Customer Service Assistant Manager
Mathis Home
08.2019 - 03.2021
Customer Service Tier II Supervisor
Mathis Home
11.2018 - 08.2019
Customer Service Representative Tier I
Mathis Home
01.2018 - 11.2018