Ashley Johnson
Wilkes Barre,PA
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty. Knowledgeable and dedicated customer service professional. 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. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
8
8
years of professional experience
Work History
Email and Chat Executive
Accolade
11.2019 - Current
- Utilized active listening skills to identify customer needs and provide appropriate solutions.
- Participated in team meetings, contributing valuable insights on improving overall customer experiences and internal processes.
- Enhanced customer satisfaction by efficiently addressing and resolving email inquiries.
- Proactively identified potential problems or escalations from customer interactions, collaborating with supervisors to find quick resolutions.
- Managed high volume of emails daily, ensuring timely responses and resolution of issues.
- Utilized CRM software proficiently to maintain organized records of all interactions with clients.
Account Manager
Quench
02.2016 - 11.2019
- Increased client satisfaction by building strong relationships and addressing their needs promptly.
- Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
- Addressed problems with accounting, billing, and service delivery to maintain and enhance client satisfaction.
- Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
- Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
- Evaluated client needs and developed tailored solutions to increase positive customer ratings.
Education
Associate of Applied Science -
Montgomery County Community College
01.2012
High School Diploma -
Grand Army Republic High School
01.2010
Skills
- Excellent Communication and Interpersonal Skills
- Proficient in CRM Systems and Customer Service Software
- Team Leadership and Collaboration
- Time Management and Multitasking
- Adaptability and Flexibility
- Patience and Tolerance
- Email Etiquette
- Upselling strategies
Timeline
Email and Chat Executive
Accolade
11.2019 - Current
Account Manager
Quench
02.2016 - 11.2019
Associate of Applied Science -
Montgomery County Community College
High School Diploma -
Grand Army Republic High School