Ashley Hopoi
West Jordan,UT
Summary
Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
7
7
years of professional experience
Work History
Customer Service Representative
Delta Air Lines, Inc
Salt Lake City, UT
01.2023 - Current
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Developed strong relationships with customers by providing personalized assistance and support.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Used approved scripts to de-escalate angry customers during telephone interactions.
- Supported sales team members to drive growth and development.
- Collected deposits or payments and arranged for billing.
- Strengthened customer retention by offering discount options.
Customer Service Representative
Swire Coca-Cola
Draper, UT
07.2017 - 06.2018
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Developed strong relationships with customers by providing personalized assistance and support.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- 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.
- Answered inbound calls, chats and emails to facilitate customer service.
- Developed strong customer relationships to encourage repeat business.
- Supported sales team members to drive growth and development.
- Updated databases with new and modified customer data.
Education
Certificate - Medical Assistant
Northwest Trade School
Long Beach04-2019
David Starr Jordan Senior High School
Long Beach06-2014
Skills
- Data Collection
- Call Management
- Account updating
- Inbound and Outbound Calling
- Complaint resolution
- Appointment Scheduling
- Scheduling
- Problem-solving abilities
- Coordination
- Account Management
- Staff Training
- Spreadsheets
- Microsoft PowerPoint
- Project management abilities
Timeline
Customer Service Representative
Delta Air Lines, Inc
01.2023 - Current
Customer Service Representative
Swire Coca-Cola
07.2017 - 06.2018
Certificate - Medical Assistant
Northwest Trade School
David Starr Jordan Senior High School