ASHLEY JANKA
Smithfield,NC
Summary
Adept at workflow management and leadership, I significantly enhanced team efficiency and customer satisfaction at AKC Reunite. My background includes mastering call center operations, mentoring staff, and excelling in fast-paced environments. With proven adaptability and problem-solving skills, I consistently meet and exceed performance goals.
Overview
16
16
years of professional experience
Work History
Supervisor
AKC Reunite
Raleigh, NC
11.2017 - 03.2024
- Directed and supervised team of 25 employees in daily operations.
- Created and continuously updated training materials for new employees in the organization.
- Trained new employees on company policies, job duties, and performance expectations.
- Processed payroll for over 25 employees bi-weekly, ensuring the accuracy of pay and deductions.
- Responded to customer questions regarding products, prices and availability.
- Resolved customer complaints in a timely manner while ensuring customer satisfaction.
- Mentored, coached, evaluated, and assisted with terminations, as necessary.
- Monitored employee attendance, addressing any punctuality or absenteeism issues.
- Monitored operations and reviewed records and metrics to understand company performance.
Customer Service & Service Supervisor
Total Outsourced Systems, Inc.
Raleigh, NC
06.2014 - 11.2017
- Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment
- Resolved customer complaints or answered customers' questions.
- Monitored operations and reviewed records and metrics to understand company performance.
- Trained staff on operating procedures and company services.
- Processed payroll for over 20 employees bi-weekly, ensuring the accuracy of pay and deductions.
- Effective liaison between customers and internal departments.
Crew Member
Bojangles
Zebulon, NC
08.2013 - 06.2014
- Provided excellent customer service to maintain a positive atmosphere for guests.
- Performed cashier duties such as taking orders, collecting payments and providing change.
- Restocked kitchen supplies including food products and utensils.
- Cleaned restaurant area by sweeping floors, wiping tables and emptying trash receptacles.
- Processed takeout orders quickly to ensure timely delivery of meals.
Customer Service Representative
Centralized Showing Service
Raleigh, NC
04.2013 - 06.2013
- Assisted realtors with scheduling appointments to view houses and properties
- Answered customer inquiries and provided accurate information regarding the service
- Complete outbound calls to home owners or leasing agents to ensure approval for viewing appointments
- Updated system with order specifics and customer details, preferences, and billing information.
Customer Service Representative
Xerox
Raleigh, NC
10.2012 - 01.2013
- Answered members' questions and provided accurate information regarding products and services.
- De-escalated customer concerns, maintaining calm, friendly demeanor.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
Commercial Driver
AutoZone
Raleigh, NC
10.2011 - 09.2012
- Locate and pull parts from orders received within the warehouse
- Deliver parts to local mechanic shops in a timely manner.
- Verify parts are delivered to correct location and collect signatures
Barista/Cashier
Target
Raleigh, NC
11.2007 - 08.2011
- Greeted customers and took orders for coffee drinks, food items, and other beverages.
- Operated cash registers to process customer payments.
- Maintained a clean work environment by wiping down counters, washing dishes, and cleaning floors.
- Trained new baristas on company policies and procedures regarding food handling safety standards.
Education
High School Diploma -
Cary High School
Cary, NC01.2006
Skills
- Effective workflow management
- Skilled in call center operations
- Fast learner
- Training and mentoring
- Reliability
- Experience in leadership
- Multitasking
- Problem-solving abilities
- Adaptability
Timeline
Supervisor
AKC Reunite
11.2017 - 03.2024
Customer Service & Service Supervisor
Total Outsourced Systems, Inc.
06.2014 - 11.2017
Crew Member
Bojangles
08.2013 - 06.2014
Customer Service Representative
Centralized Showing Service
04.2013 - 06.2013
Customer Service Representative
Xerox
10.2012 - 01.2013
Commercial Driver
AutoZone
10.2011 - 09.2012
Barista/Cashier
Target
11.2007 - 08.2011
High School Diploma -
Cary High School
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