Ashley C Hawley
Bethel,NC
Summary
I'm a highly motivated and results driven professional, demonstrating solid interpersonal, communication, and problem-solving skills. Adept at providing exemplary customer service, mentoring other employees and able to multi-task a variety of responsibilities and challenges. Energetic, goal oriented, and composed during emergencies and unexpected situations. Active volunteer in my community and a quick learner while following procedures precisely. I am seeking a remote position that will utilize my skills, and areas of expertise in the administrative, human resources and/or customer service fields.
Overview
8
8
years of professional experience
Work History
Family Enrollment Counselor
Pearson Education
Dover, DE
10.2023 - Current
- Guide families through the enrollment process
- Take inbound calls and made outbound calls and logged notes based on company policy
- Provide customer support by helping clients complete and upload documents needed to enroll
- Nurture relationships with customers, coworkers and other business professionals
- Interact with customers to educate them on company policies and services
- Conduct one-on-one meetings with applicants to discuss admission requirements and procedures.
- Use of Microsoft Teams, Salesforce, One Note, Microsoft Outlook, Excel, Word, and PowerPoint on a daily basis
- Develop and maintain training materials, including job aids, handouts, and presentations.
- Assist in developing training plans for new hires and existing employees.
- Identify areas for improvement within existing training programs and provided recommendations for change.
- Manage multiple projects simultaneously while adhering to tight deadlines.
- Document detailed reports of all escalations and resolutions.
- Implement solutions to improve customer service experience.
- Effectively handle communication plans between clients and internal teams during escalation situations.
Family Enrollment Counselor
Spectraforce Technologies Inc.
Raleigh, NC
06.2023 - 10.2023
- Guided families through the enrollment process
- Took inbound calls, made outbound calls and logged notes based on company policy
- Provided customer support by helping clients complete and upload documents needed to enroll students
- Nurtured relationships with customers, coworkers and other business professionals
- Interacted with customers to educate them on company policies and services
- Attended professional development seminars related to best practices in higher education admissions.
- Conducted one-on-one meetings with applicants to discuss admission requirements and procedures.
- Used Microsoft Teams, Salesforce, One Note, Microsoft Outlook, Excel, Word, and PowerPoint on a daily basis
Admin
Joe Pecheles Automotive
Greenville, NC
03.2023 - 07.2023
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Developed strong customer relationships to encourage repeat business.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Implemented organizational performance initiatives, clearly communicating standards and requirements.
Remote Customer Service Representative
TelePro Temps
Chicago, IL
11.2020 - 11.2021
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Made outbound calls to obtain account information.
- Explained benefits, features and recommendations to maximize client retention.
- Set up and activated customer accounts.
- Documented customer correspondence in the system to track requests, problems and solutions.
- Organized and prioritized tasks and activities and worked within strict timeframes and deadlines.
- Completed data entry tasks within specified timeframes.
Remote Customer Service Rep
Intoxalock
Urbandale, IA
10.2019 - 10.2020
- Provided excellent service and attention to customers while handling 70+ calls daily and exceeding company call metric standards
- Properly notated call logs quickly and thoroughly from each interaction while assisting customers with account inquiries, billing/payment extensions and scheduling services
- Utilized Zoom chat/video to effectively communicate with supervisors and fellow employees
- Unique ability to be seen as a friend of the customer to help build rapport, listen to customer needs, clarify company information/policies and manage conversational flow
- Completed outbound calling to company service providers to verify details of services needed and pricing
- Rare ability to assist escalated clients and diffuse unexpected client situations quickly and efficiently
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Fielded customer complaints and queries, fast-tracking for problem resolution.
Remote Administrator
The Inspection House
Plano, TX
11.2017 - 10.2019
- Coordinated inspections with realtors and buyers during the home buying process
- Scheduled and dispatched inspectors
- Managed inspector and admin work schedules
- Input warranty information for each inspection completed
- Established relationships with realtors and followed up with satisfaction survey calls that were reported/documented for the Owner/CEO
- Trained and coached new employees to improve their performance and productivity levels
- Inputted information from customer calls and onsite service visits into the company's system using Horizon and RingCentral software programs
- Information verification and research analysis completed prior to each inspection
- Communicated effectively with multiple county officials to coordinate septic inspections and search/receive records, plans and designs
- Successfully led a team of 12-18 inspectors planning, executing, and completing 14-30 inspections daily
- Reviewed, edited and provided comments on the adequacy of reports and took necessary steps to correct deficiencies
- Set priorities and met deadlines
- Initiated and generated new ideas to increase productivity and decrease room for error
Education
Associate of Arts in Criminology - Criminology/Business Management
Pitt Community College
Winterville, NC, United States01-2019
High School Diploma - HS Diploma
North Pitt High School
Bethel, NC, United States2006
Skills
- Data Entry/Accuracy/Evaluation
- Administrative Support
- Information Verification
- Team Collaboration
- Relationship Building (Client/Vendor)
- Record/File Maintenance and Security
- Project Management
- Data Analysis Reports
- Product Expertise/Ordering
- Solution-Oriented
- Conflict Mediation
- HIPAA Compliance
- Effective Communication
- Time Management Skills
- Training and Development
- Customer Satisfaction
References
References available upon request
Timeline
Family Enrollment Counselor
Pearson Education
10.2023 - Current
Family Enrollment Counselor
Spectraforce Technologies Inc.
06.2023 - 10.2023
Admin
Joe Pecheles Automotive
03.2023 - 07.2023
Remote Customer Service Representative
TelePro Temps
11.2020 - 11.2021
Remote Customer Service Rep
Intoxalock
10.2019 - 10.2020
Remote Administrator
The Inspection House
11.2017 - 10.2019
Associate of Arts in Criminology - Criminology/Business Management
Pitt Community College
High School Diploma - HS Diploma
North Pitt High School