Ashley Horne
Chapel Hill,NC
Summary
A Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills .The desire to display the ability to be an asset to this company by being a Hardworking employee with customer service, multitasking and time management abilities. Devoted to giving every customer a positive and memorable experience.
Overview
6
6
years of professional experience
Work History
Customer Experience Coordinator
CarMax
05.2023 - Current
- Helped customers understand return policies and processed items.
- Handled all escalated complaints and implemented timely, knowledgeable and effective solutions balancing customer and business needs.
- Looked up orders, provided estimated arrival details and assisted with delivery logistics.
- Cooperated closely with other departments to support achievement of customer experience outcomes.
- Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
- Collaborated with internal team members to resolve customer concerns and deliver enhanced customer experiences.
- Addressed customer inquiries, concerns, and complaints by providing solutions and alternatives and followed up to confirm resolution.
- Responded to high volume of incoming up to 50 calls utilizing listening and communication skills to identify customer problems, needs, and opportunities.
- Maintained key performance indicators and acceptable performance levels to support assigned customer base.
Chart Retrieval Specialist
CIOX HEALTH, Health Information Managment
01.2023 - 05.2023
- Updated records with new information.
- Maintained accuracy of records by verifying accuracy of data in records.
- Followed confidentially regulations to maintain privacy.
- Assisted with typing, data entry, and answering incoming calls as required.
- Coordinated with various departments to support cross-functional needs.
- Followed established policies and procedures to maintain compliance with regulations.
- Generated reports from database systems to track records.
- Followed security protocols to protect sensitive and proprietary information.
- Followed up with staff and customers by phone and email regarding missing or needed information and compiled retrieved information into files.
- Created reports, correspondence and spreadsheets with Microsoft Office programs.
Receptionist/Junior Hairdresser
Triniti Salon
01.2021 - 02.2023
- Scheduled customer appointments and rearranged individual time slots to meet demand.
- Educated customers on products to maximize benefits.
- Processed payments, entering sales in register for prompt customer service.
- Stayed updated on current hair trends and techniques to make customers look fashionable and increase satisfaction.
- Resolved guest complaints about service or style.
- Trimmed, cut, and shaped hair and hairpieces based on customer preference.
- Recorded notes for future reference about customer preferences and services delivered.
- Completed safety training and certifications to minimize risk of infection or injury to customers.
- Built strong and lasting rapport with clients through consistent delivery of requested services and exceptional results.
- Developed loyal following of clients by providing high-quality services.
- Maintained regular client list and successfully handled walk-in customers.
- Used social media platforms to promote salon and services.
- Educated clients about products and self-maintenance for healthy hair based on needs and preferences.
- Increased revenue through effective customer service and inventory management.
Server/Bartender
Stoney River Steakhouse And Grill
09.2019 - 08.2020
- Served food and beverages promptly with focused attention to customer needs.
- Worked with POS system to place orders, manage bills, and handle complimentary items.
- Cultivated warm relationships with regular customers.
- Maintained clean and organized dining areas to uphold restaurant hygiene standards.
- Resolved customer complaints promptly and professionally to maintain positive reputation.
- Utilized communication practices with kitchen staff to deliver customer meals in timely manner.
- Upsold high-profit items such as appetizers and mixed drinks to enhance sales numbers.
- Learned and followed local alcohol laws to keep restaurant compliant with regulations while serving spirits.
- Displayed enthusiasm and promoted excellent service to customers, successfully increasing referrals, and walk-in business.
- Carried out complete opening, closing and shift change duties to keep restaurant working efficiently and teams ready to meet customer needs.
Bartender/Shift Manager
Cheddars Stratch Kitchen
02.2018 - 09.2019
- Performed opening and closing duties, printing sales reports, setting up for incoming shift, preparing cash drawers, and taking inventory.
- Supervised and trained staff on preparing and delivering drinks, handling food, and money and setting up bar at beginning of shift and breaking down at end of shift to facilitate operations.
- Oversaw and monitored cash drawers and reconciled drawers against cash register reports at close of business.
- Handled simultaneous customer, team, and business needs while avoiding unnecessary delays or errors.
- Managed bar inventory, restocked supplies and placed orders for spirits, beer, wines, and mixers.
- Maintained secure cash drawers, promptly resolving discrepancies in daily totals.
- Followed alcohol awareness procedures for preventing excessive guest intoxication.
- Trained new bartenders on drink preparation, product promotion, garnish preparation, and sanitation protocol.
- Adhered to state laws regarding alcoholic beverage services and customer regulations.
- Maintained relationships with restaurant vendors to facilitate effective inventory management and implement cost controls.
- Obtained cash bank and stocked service bar to prepare for operation.
Customer Service Representative
Randstad
05.2018 - 07.2019
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Updated account information to maintain customer records.
- Provided primary customer support to internal and external customers.
- Met customer call guidelines for service levels, handle time and productivity.
- Educated customers about billing, payment processing and support policies and procedures.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Lead Front Desk Coordinator
Van Davis Aveda Salon
12.2017 - 11.2018
- Answered customer telephone calls promptly and appropriately handled needs.
- Maintained clean and organized front desk areas to uphold polished company image.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Used internal software to process reservations, check-ins and check-outs.
- Scheduled, coordinated and confirmed appointments and meetings.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
- Completed data entry and filing to keep records updated for easy retrieval.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Maintained files and records by implementing effective filing systems that boosted efficiency and organization.
Education
Some College (No Degree) - Kinesiology
Winston-Salem State University
Winston-salem, NCNo Degree - Cosmetology Education
Aveda Institute Chapel Hill
Chapel Hill, NC10.2022
Skills
- Effective Working Relationships
- Project Scopes
- Store Opening
- Compliance Requirements
- Customer Data Confidentiality
- Conflict Management
- Data Communications
- Escalated Call Handling
- Protocol Management
- Office Support
- Record Inventory Maintenance
- Active Listening
- Problem-Solving
- Teamwork and Collaboration
Timeline
Customer Experience Coordinator
CarMax
05.2023 - Current
Chart Retrieval Specialist
CIOX HEALTH, Health Information Managment
01.2023 - 05.2023
Receptionist/Junior Hairdresser
Triniti Salon
01.2021 - 02.2023
Server/Bartender
Stoney River Steakhouse And Grill
09.2019 - 08.2020
Customer Service Representative
Randstad
05.2018 - 07.2019
Bartender/Shift Manager
Cheddars Stratch Kitchen
02.2018 - 09.2019
Lead Front Desk Coordinator
Van Davis Aveda Salon
12.2017 - 11.2018
Some College (No Degree) - Kinesiology
Winston-Salem State University
No Degree - Cosmetology Education
Aveda Institute Chapel Hill