Ashley Jackson
Summary
- Enthusiastic professional successful at developing training plans and supplementary materials. Works under strict deadlines and makes independent judgments about effectiveness of training.
- Data-driven leader with hardworking approach and clear focus on strengthening companies from inside out.
- Dedicated administrative professional well-versed in communication and team building.
- Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
- Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
9
9
years of professional experience
Work History
Trainer
Results-CX
09.2021 - Current
- Conducted needs assessments to identify gaps in performance and develop targeted learning solutions.
- Worked with vendors to customize courseware to accommodate business needs.
- Monitored and reported trainee progress, introducing new learning tools to address individual needs.
- Collaborated with subject matter experts to create accurate and up-to-date content for training sessions.
- Streamlined processes for creating, updating, and distributing training materials, resulting in significant time savings for staff members involved in these tasks.
- Promoted a culture of continuous learning within the organization by advocating for ongoing professional development opportunities.
- Mentored new hires, resulting in stronger staff development and increased productivity.
Customer Service Representative
Results-CX
09.2019 - 09.2021
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained up-to-date knowledge of product and service changes.
- Met customer call guidelines for service levels, handle time and productivity.
- Promoted a positive work environment through active participation in team meetings and contributing ideas for organizational success.
- Trained new personnel regarding company operations, policies and services.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Escalations Supervisor
Agero
07.2018 - 09.2019
- Resolved customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
- Introduced proactive measures for identifying potential escalations before they occurred, allowing for early intervention and resolution when possible.
- Maintained open lines of communication with customers throughout the escalation process, ensuring their needs were addressed with care and transparency.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
Roadside Assistance Dispatcher
Agero
03.2017 - 07.2018
- Communicated with customers to provide delivery updates and resolution.
- Scheduled deliveries and pickups according to customer needs.
- Supported team members during periods of high call volume or challenging scenarios, fostering a collaborative work environment.
- Utilized GPS technology to accurately locate stranded motorists, expediting the assistance process.
- Managed high call volume while maintaining a professional demeanor, resulting in positive feedback from both clients and colleagues.
Sales Associate
ADT Security
04.2015 - 03.2017
- Managed conflict resolution with dissatisfied customers professionally, resulting in improved customer retention rates.
- Developed new client relationships by actively engaging with potential customers and highlighting the benefits of our product offerings.
- Built customer loyalty and retention by delivering excellent shopping experiences.
- Developed strong rapport with customers and created positive impression of business.
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
- Answered customer questions about products and services, helped locate merchandise, and promoted key items.
- Educated clients on current promotional offerings and products using persuasive selling tactics.
Education
High School Diploma -
Sebring High School
Sebring, FL06.2013
Skills
- Classroom oversight
- Lesson Planning
- Decision-Making
- Critical Thinking
- Subject matter expertise
- Coaching and Development
- In-Depth Research
- Group and individual instruction
- Documentation and Recordkeeping
- Creative Problem-Solving
Timeline
Trainer
Results-CX
09.2021 - Current
Customer Service Representative
Results-CX
09.2019 - 09.2021
Escalations Supervisor
Agero
07.2018 - 09.2019
Roadside Assistance Dispatcher
Agero
03.2017 - 07.2018
Sales Associate
ADT Security
04.2015 - 03.2017
High School Diploma -
Sebring High School