Ashley Kendall
Cedar Hill,Texas
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
17
17
years of professional experience
Work History
Member Support Specialist
WW International
11.2021 - Current
- Provide support to members for purpose of installing, troubleshooting and assisting in use of our app and website
- Document each interaction categorically in customer relationship management system
- Collaborate with team members to resolve issues impacting members experiences
- Answer incoming calls
- Perform outbound calls when necessary
- Escalate calls to appropriate departments for further assistance.
- Developed strong relationships with members through empathetic communication and effective problem-solving skills.
- Proactively identified potential issues affecting members and escalated them to appropriate departments for swift resolution.
- Increased first-call resolution rates by utilizing comprehensive knowledge of company policies and procedures.
- Leveraged knowledge of products and services when assisting customers with inquiries, contributing to increased upsell opportunities.
- Maintained and managed customer files and databases.
Manufacturer Service Representative (promoted)
Inmar Pharmaceutical Services
10.2013 - 09.2018
- Create Return authorization labels for manufacturers to return their product
- Maintained a Quality Control level of 90% and above
- Data Entry (20-30 return authorization labels per hour, maintaining a goal of 180 or more in daily production.
- Consistently met deadlines by prioritizing tasks effectively and efficiently managing resources.
Recall Customer Service Representative
Inmar Pharmaceutical Services
06.2011 - 10.2013
- Handled Inbound and outbound calls
- Met daily goals and deadlines with little to no supervision
- Able to type around 50 wpm and input data at a high rate of speed
- Maintained a Quality Control level of 90% and above
- Excellent research skills with focus on problem solving and gathering information.
Office Assistant
Texas Woman's University Dept. of Housing
08.2007 - 05.2011
- Responsible for Inbound/outbound Calls
- Kept records of contracts while maintaining confidentiality
- Liaison between students and housing department
- Clerical duties including filing, typing, updating information and customer service.
- Maintained confidentiality in handling sensitive information while performing administrative tasks.
- Enhanced office efficiency by managing schedules, organizing files, and maintaining a clean workspace.
- Facilitated smooth operations by efficiently handling incoming mail, phone calls, and visitor inquiries.
Education
Master of Science - Organizational Development
Abilene Christian University
Abilene, TX06.2021
Bachelor of Science - Sociology
Texas Woman's University
Denton, TX05.2009
Associate of Science - Pre-Nursing
Southwestern Christian College
Terrell, TX12.2005
Skills
- Complaint Handling
- Call center experience
- Policy understanding
- Issue Resolution
- Dispute Resolution
- Client Education
- Account Management
- Service Recommendations
- Database Management
- Teamwork and Collaboration
- Time Management
- Attention to Detail
- Multitasking
- Computer Skills
- Fast Typing Speed
- Accuracy and Attention to Detail
Timeline
Member Support Specialist
WW International
11.2021 - Current
Manufacturer Service Representative (promoted)
Inmar Pharmaceutical Services
10.2013 - 09.2018
Recall Customer Service Representative
Inmar Pharmaceutical Services
06.2011 - 10.2013
Office Assistant
Texas Woman's University Dept. of Housing
08.2007 - 05.2011
Master of Science - Organizational Development
Abilene Christian University
Bachelor of Science - Sociology
Texas Woman's University
Associate of Science - Pre-Nursing
Southwestern Christian College
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