Ashley Hickman
Floresville
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
10
10
years of professional experience
Work History
HVAC Dispatcher
Dilmak Services
01.2022 - Current
- Directed dispatching, routing, and tracking of fleet.
- Consistently met performance metrics for call handling, contributing to the overall success of the department.
- Promoted teamwork among colleagues by proactively assisting others when needed and collaborating with fellow dispatchers to maintain a seamless workflow.
- Managed conflict resolutions with customers, drivers and other personnel to encourage professional relationships and promote respect.
- Provided exceptional customer service to callers, remaining empathetic and patient during emergencies.
- Demonstrated adaptability in evolving situations by adjusting strategies in real-time as new information became available.
- Managed high-stress situations calmly and effectively, ensuring timely assistance to those in need.
- Processed invoices and payments for dispatched orders to provide proof of transaction.
- Facilitated communications between customers and field personnel to answer questions or resolve concerns.
- Coordinated schedules for optimal coverage of daily workload and adjusted quickly to changing demands.
- Utilized dispatch software to manage customer accounts, enter customer orders, invoicing and receipts.
- Maintained high levels of confidentiality and discretion with sensitive information.
Customer Service Representative
OKIN
09.2021 - 01.2022
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Keeping validation of each individual customer accounts and having them confirm personal information for clarification reasons
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Following up with customers to insure their needs were met
- Coaching via teams to assure quality of the team
- Knowledging to stay calm and relate to the situation when customer is getting upset or angry,Always want to put the customers first and providing them with excellent service for company goals
- Connecting to the customer,discovering the needs and resolving any issues to my best understanding
- Manages third parties for verizon that manages large government accounts-paid close attention to detail and confidentiality was a must-secured work space-had to keep phones in locker, no pens ,no paper was allowed
Private Nanny
Private Nanny
02.2019 - 09.2021
- Organized and cleaned home after activities by picking up toys and straightening up play room.
- Built positive and nurturing environments to support child social and emotional growth.
- Played games, worked on puzzles and read books to young children.
- Prepared healthy, age-appropriate snacks and meals.
- Prepared tasty, healthy meals for children to encourage good eating habits.
- Involved children in caring for household pets and chores.
- Facilitated relationships with children and parents by developing caring and structured home environments.
- Taught children everyday skills and language.
- Led indoor and outdoor activities to entertain and occupy children.
Listing Associate
Goodwill Industry
10.2017 - 02.2019
- Managed customer relations and customer service through daily communication and interaction.
- Increased customer satisfaction significantly within department.
- Maximized productivity by keeping detailed records of daily progress and identifying and rectifying areas for improvement.
- Collected, arranged and input information into database system.
- Gathered, organized and input information into digital database.
- Maximized customer interactions by promptly identifying needs and wants.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Maintained energy and enthusiasm in fast-paced environment.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Took pictures and made listings of items
Route Driver/Dispatcher
Goodwill Industry
05.2015 - 10.2017
- Directed dispatching, routing and tracking of fleet vehicles.
- Processed orders, ran bulk pick sheets, processed and printed invoices and created daily shipping logs.
- Maintained updated and detailed records of calls in physical and electronic database.
- Closely monitored dispatch board to triage and prioritize daily calls.
- Directed investigations to verify and resolve customer or shipper complaints.
- Implemented schedule and policy changes and collaborated with management to formulate new policies, procedures and goals.
- Followed detailed directions from management to complete daily paperwork and computer data entry.
- Increased customer service success rates by quickly resolving issues.
- Advised regarding delays and special circumstances.
- Completed daily logs for management review.
- Produced accurate documentation and organized resources to smoothly execute changes.
Education
Certificate - BLS
Texas School of Phlebotomy
China Grove Texas08.2021
High School Diploma -
East Central High School
San Antonio, TX05.2012
Skills
- Equipment Location Identification
- Problem Assessment
- Team Work Scheduling
- Route Planning and Adjustment
- Work Order Preparations
- Dispatch Recordkeeping
- Client Interaction
- Calendar and Scheduling Software
- Customer Service
- Multitasking and Prioritization
- Activity Station Maintenance
- Planning and Leading Activities
- Strong Work Ethic and Dependable
- Strategy Development
- Client Relations
- Problem Solving
- Understanding Customer Needs
- Building Customer Trust and Loyalty
- Data Entry and Maintenance
- Customer Account Management
- Time Management
- Database Management
- Call Volume and Quality Metrics
- Administrative and Office Support
- Team-Oriented and Cooperative
- Proactive Self-Starter
- Customer Data Confidentiality
- Issue and Complaint Resolution
- Strong Analytical and Problem Solving Skills
- Excellent Attention to Detail
- Multi-Line Phone Systems
- Inbound and Outbound Calling
Timeline
HVAC Dispatcher
Dilmak Services
01.2022 - Current
Customer Service Representative
OKIN
09.2021 - 01.2022
Private Nanny
Private Nanny
02.2019 - 09.2021
Listing Associate
Goodwill Industry
10.2017 - 02.2019
Route Driver/Dispatcher
Goodwill Industry
05.2015 - 10.2017
Certificate - BLS
Texas School of Phlebotomy
High School Diploma -
East Central High School