Ashley Holt
Charlotte,NC
Summary
Hardworking individual with 10+ years of customer service experience, and 8+ years management experience. Proficient in achieving a wide range of job duties, staying on schedule, and handling heavy workloads. Take initiative and ownership of all task to complete work according to the job guidelines.
Overview
12
12
years of professional experience
Work History
Customer Care Lead
Shutterfly - Call Center WFH
10.2018 - 11.2023
- Handled huddle meetings with team before the start of the day
- Handled day to day task for employees
- Handled 911 coaching for agents
- Assisted with escalated calls from customers, on average about 30 calls per day.
- Provided extra support for agents in need of extra knowledge or accommodation.
- Enhanced customer satisfaction by addressing and resolving inquiries, concerns, and complaints in a timely manner.
- Mentored new hires, fostering a supportive team environment that encouraged personal growth and professional development.
- Promoted a positive work culture by recognizing outstanding team member performance on a regular basis.
- Managed escalated customer issues with diplomacy, ensuring satisfactory resolutions for both parties involved.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Assistant Manager
Harris Teeter
02.2016 - 12.2018
- Assistant manager of the deli department
- I was responsible for maintaining management duties when department manager was off
- Including ordering trucks, inventory, putting up trucks, managing staff, helping customers.
- Developed strong working relationships with staff, fostering a positive work environment.
- Streamlined store operations for increased efficiency, implementing new processes and procedures.
- Managed inventory levels to minimize stockouts while reducing overhead costs.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Scheduled staff shifts to ensure proper coverage during peak shopping hours without exceeding labor budgets.
Prep/Supervisor
Moe's Southwest Grill
09.2014 - 01.2017
- Managed daily scheduling of prep tasks, ensuring efficient allocation of resources and timely completion of all assignments.
- Provided ongoing training for team members on new techniques, tools, and best practices, enhancing overall skill levels within the department.
- Assisted with catering events as needed, demonstrating adaptability during high-pressure situations while maintaining quality standards.
- Conducted regular performance evaluations for team members, recognizing strengths and identifying areas for growth and improvement.
- Assisted with hiring decisions by participating in interviews and providing input on potential new hires'' skills and experience levels.
- Trained and supervised new staff to enhance customer service skills and comply with food safety standards.
Manager
Cookout
12.2011 - 07.2016
- Increased team productivity by implementing streamlined processes and effective communication strategies.
- Managed inventory levels for optimal cost control and minimized waste by regularly reviewing stock and making appropriate adjustments.
- Trained new employees on company policies, procedures, and food preparation techniques to ensure consistent product quality.
- Resolved customer complaints promptly and professionally, resulting in increased loyalty and repeat business.
- Conducted employee performance evaluations, providing constructive feedback to encourage professional growth and development.
- Ensured compliance with all health department regulations, maintaining high standards of sanitation throughout the establishment.
- Scheduled staff shifts efficiently while balancing labor costs against anticipated business demands.
Education
High School Diploma -
Olympic High School
Charlotte, NC07.2012
Skills
- Multitasking
- Escalation Handling
- Call Center Experience
- Team Leadership
- Live Chat Support
- Computer Proficiency
- Call Center Operations
- Staff Education and Training
- De-Escalation Techniques
- Customer Service
- Inbound Phone Calls
- Cash Handling
Management Skills
Passionate
Timeline
Customer Care Lead
Shutterfly - Call Center WFH
10.2018 - 11.2023
Assistant Manager
Harris Teeter
02.2016 - 12.2018
Prep/Supervisor
Moe's Southwest Grill
09.2014 - 01.2017
Manager
Cookout
12.2011 - 07.2016
High School Diploma -
Olympic High School