Summary
Overview
Work History
Education
Skills
Volunteer work
Additional Information
Timeline
Generic

Ashley Heinkel

Murrieta,CA

Summary

Organized & dependable supervisor with a proven track record of maintaining efficient office operations.

Expertise in scheduling and coordinating consultations, managing leads, as well as market reports.

Proficient use of BuilderTrend software.

Overview

3
3
years of professional experience

Work History

Call Center Operations Supervisor

Easy Kitchen & Bath
06.2021 - Current
  • Collected and analyzed call center statistics, sales rates, costs, and customer service metrics.
  • Analyzed customer feedback to identify improvement opportunities and develop action plans.
  • Implemented innovative service strategies to improve customer experience and engagement.
  • Evaluated data to identify trends and determine customer service needs.
  • Maintained up-to-date knowledge of products and services offered to customers.
  • Provided leadership, guidance and direction to sales team members, offering assistance with any need at any time.
  • Coordinated with other departments to provide smooth execution of sales initiatives.
  • Developed and implemented strategies to increase sales and improve customer service.
  • Monitored daily sales performance and provided feedback to each team member.
  • Provided real-time coaching, guidance and feedback to customer service agents to achieve development goals.
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
  • Kept accurate records to document customer service actions and discussions.
  • Addressed potential cancellations and offered catered solutions to retain customers.

PRO Desk Specialist

Floor & Decor
11.2020 - 06.2021
  • Set up promotional displays and equipment for special events and activities.
  • Answered questions about store policies and addressed customer concerns.
  • Offered each customer top-notch, personal service to boost sales and customer satisfaction.
  • Provided accurate information about promotions, customer programs, and products, helping drive high customer retention.
  • Organized store merchandise racks and displays to promote and maintain visually appealing environments.
  • Worked closely with shift manager to solve problems and handle customer concerns.
  • Helped customers complete purchases, locate items, and join reward programs.
  • Balanced and organized cash register by handling cash, counting change, and storing coupons.
  • Monitored sales floor and merchandise displays for presentable condition, taking corrective action such as restocking or reorganizing products.
  • Used POS system to process sales, returns, online orders, and gift card activations.
  • Developed professional relationships with customers to increase loyalty, retention and rapport.
  • Listened to customer needs and desires to identify and recommend optimal products.
  • Used in-store system to locate inventory and place special orders for customers.

Education

High School Diploma -

Paloma Valley High School
Menifee, CA
05.2008

Skills

  • Transfer Processes
  • Efficient Service
  • Performance Tracking and Evaluations
  • Customer Feedback
  • Customer Service Management
  • Report Preparation
  • Electronic Invoicing
  • Administration and Reporting
  • Data Analysis
  • Supervisory Abilities
  • Constructive Feedback
  • Scheduling and Coordinating
  • Assignment Delegation
  • Lead Follow-Up
  • Team Coaching
  • Write Reports
  • Call Center Software
  • Market Opportunities
  • Operational Efficiency
  • Call Center Strategy

Volunteer work

During my time as a stay-at-home mom from 2017 to late 2020, I enjoyed volunteering at my local church. I have helped with childcare and assisting in the preschool classroom. I have also served on the hospitality team for the moms' group that meets monthly at our church. 

Additional Information

I am currently seeking a fulfilling full time career that will allow me to further cultivate my existing skills. I would like to be a part of a company that offers the opportunity for personal growth and development.

Timeline

Call Center Operations Supervisor

Easy Kitchen & Bath
06.2021 - Current

PRO Desk Specialist

Floor & Decor
11.2020 - 06.2021

High School Diploma -

Paloma Valley High School

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Ashley Heinkel