Summary
Overview
Work History
Education
Skills
Timeline
Generic

Ashley Kilby

Cincinnati

Summary

I am looking for a company that I can flourish in, that is challenging and has growth opportunities, as well as a good work life balance.

Overview

8
8
years of professional experience

Work History

Customer Service Advocate

Community Choice Financial (Checksmart)
11.2022 - Current
  • Enhanced customer satisfaction by promptly addressing and resolving inquiries and issues.
  • Streamlined communication channels for improved efficiency in handling customer concerns.
  • Implemented new strategies to reduce average call handling time while maintaining high-quality service.
  • Maintained a positive work environment, fostering team collaboration and continuous improvement.
  • Developed comprehensive knowledge of company products and services to provide accurate information to customers.
  • check cashing and verification
  • ensured accuracy of sensitive information
  • handled applications, billing, and payments
  • safe and drawer accuracy with cash handling


Shift Lead Manager

Five Guys Burgers And Fries
05.2021 - 11.2022
  • Improved team productivity by implementing efficient scheduling and task delegation.
  • Enhanced employee satisfaction through regular performance feedback and recognition initiatives.
  • Streamlined operational processes for increased efficiency and reduced waste.
  • Developed staff training programs to improve skillsets and overall team performance.
  • Contributed to a positive workplace culture by fostering open communication and collaboration among team members.
  • Ensured consistent delivery of high-quality customer service by setting clear expectations and providing regular coaching.

Customer Service Leader

Furniture Fair
05.2016 - 08.2019
  • Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
  • Streamlined call center operations for increased efficiency through effective team leadership and training initiatives.
  • Increased customer retention with personalized service, building long-term relationships based on trust and loyalty.
  • Implemented new processes to improve response times, resulting in higher rates of resolved customer inquiries.
  • Effectively managed a high-volume workload, consistently meeting or exceeding performance targets while maintaining quality standards.
  • Promoted a positive work environment that encouraged open communication between team members, leading to higher levels of employee engagement.
  • Managed escalated customer concerns with professionalism, empathy, and tactful negotiation skills that resulted in satisfactory resolutions for all parties involved.
  • Reduced average handle time by implementing more efficient problem-solving techniques without compromising service quality.
  • Resolved customer service issues using company processes and policies and provided updates to customers.
  • Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
  • Stepped up to assist customer service manager with complaints and issues during times of department short staffing.
  • Responded to customer calls and emails to answer questions about products and services.
  • Took cash and credit card payments via phone, in person, and through email.
  • Checked status of orders and back-ordered products to coordinate efficient shipments.
  • Escalated issues to proper supervisors when standard processes were not effective.
  • Resolved product or service problems by clarifying customer's complaint, determining cause of problem and selecting best solution to solve problem.
  • Answered product and service questions, suggesting other offerings to attract potential customers.

Education

High School Diploma -

William Henry Harrison High School
Harrison, OH
06.2009

State Tested Nursing Aide - Health Technology

Diamond Oaks Career Development Center
Cincinnati, OH
06.2009

Skills

  • Account Management
  • Provider Enrollment
  • Order Fulfillment
  • Data Entry
  • Credit and Debt Card Processing
  • Call Center Customer Service
  • Microsoft Word
  • Microsoft Excel
  • Report Preparation
  • Quality Control
  • Credit Card Payment Processing
  • Active Listening
  • Customer Relations
  • Document Control
  • Multi-Line Phone Talent
  • Inbound and Outbound Calling
  • Staff Training
  • Customer Relationship Management
  • POS Systems Expertise
  • Critical Thinking
  • Conflict Mediation
  • Service Standard Compliance
  • Customer Service
  • Money Handling Abilities
  • Problem-Solving Ability
  • Product Organization
  • Office Equipment Proficiency
  • Customer Account Management

Timeline

Customer Service Advocate

Community Choice Financial (Checksmart)
11.2022 - Current

Shift Lead Manager

Five Guys Burgers And Fries
05.2021 - 11.2022

Customer Service Leader

Furniture Fair
05.2016 - 08.2019

High School Diploma -

William Henry Harrison High School

State Tested Nursing Aide - Health Technology

Diamond Oaks Career Development Center

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Ashley Kilby