Ashley Kendrick
Cudahy,WI
Summary
Results-oriented candidate known for outstanding communication, customer service and conflict resolution abilities. Focused individual brings diverse management skills and extensive background in wide range of call center functions. Grasps and articulates sensitive and complex situations with diplomacy and ease. Hardworking Customer Service Representative Supervisor maintains and enhances customer service by delivering systems and procedures and supervising staff. Communicative and responsible team leader builds productive and positive relationships with employees and customers to improve retention and loyalty. Consistently promotes company values and culture through all interactions.
Overview
11
11
years of professional experience
Work History
CSR Lead
MVP Advanced Animal Hospital
2019.11 - Current
- Built positive rapport and relationships for high levels of customer satisfaction.
- Resolved escalated customer service inquiries and complaints to maintain satisfaction.
- Coached and mentored service representatives to deliver polite, professional customer interactions.
- Supervised large teams with guidance, support and direction for high-quality customer care.
- Monitored customer service calls to verify representatives' adherence to service standards and best practices.
- Onboarded and trained customer representatives to meet performance and service goals.
- Evaluated staff performance and provided feedback to improve customer service delivery.
- Developed customer service initiatives to improve performance and uplift satisfaction scores.
- Responded proactively and positively to rapid change.
- Promptly responded to inquiries and requests from prospective customers.
- Trained new personnel regarding company operations, policies and services.
Crew Member
MOD Pizza
2019.06 - 2020.02
- Worked front counter, drive-thru and other areas.
- Worked well with teammates and accepted coaching from management team.
- Took orders, prepared meals, and collected payments.
- Collaborated with team members to complete orders.
- Provided excellent customer service by greeting customers and meeting quality expectations.
- Kept food preparation area, equipment, and utensils clean and sanitary.
- Operated cash register to ring up final bill and process various forms of payment.
- Stocked shelves to organize aisles in assigned department.
- Kept kitchen, counter and dining areas cleaned and sanitized.
Manager
McDonald's
2016.01 - 2018.06
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
Front End Supervisor
Piggly Wiggly Supermarket
2012.09 - 2016.02
- Responded to customer concerns with friendly and knowledgeable service and remedied issues promptly and effectively.
- Monitored cash drawers in 5 checkout stations to verify adequate cash supply.
- Trained team members in successful strategies to meet operational and sales targets.
- Walked through department multiple times each shift to evaluate and correct issues such as cleaning and stock replenishment needs.
- Effectively allocated tasks during high-traffic times to keep operations running smoothly and employees focused.
- Kept close eye on department employees and customers to assess theft risks and maintain loss prevention goals.
- Trained newly hired sales team in upselling techniques.
- Examined incoming inventory, merchandised shelves and prevented shrinkage.
- Evaluated data on stock levels, customer sales and other factors, assessed trends and reported on findings to help senior management make effective operational decisions.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Coached employees and trained on methods for handling various aspects of sales, complicated issues, and difficult customers.
Education
High School Diploma -
South Milwaukee High School
South Milwaukee, WI06.2015
Skills
- Data Collection
- Report Generation
- Complaint Resolution
- Information Security
- Call Management
- Data Entry
- Appointment Scheduling
- Paperwork Processing
- Account Updating
- Scheduling
- Research
- Customer Relationship Management (CRM)
- Microsoft Office Suite
- Staff Training
- Money Handling Abilities
- Service Upselling
- Product Education
- Technical Support
- Sales Expertise
Timeline
CSR Lead
MVP Advanced Animal Hospital
2019.11 - Current
Crew Member
MOD Pizza
2019.06 - 2020.02
Manager
McDonald's
2016.01 - 2018.06
Front End Supervisor
Piggly Wiggly Supermarket
2012.09 - 2016.02
High School Diploma -
South Milwaukee High School
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