Ashley Knight
Whitestown,IN
Summary
Adept at fostering customer loyalty and enhancing satisfaction, I leveraged my critical thinking and active listening skills at Walmart to mentor a team towards reducing complaints by over 30%. My background in data entry and conflict resolution underpins a proven track record of resolving complex customer issues, driving repeat business and team excellence.
Overview
13
13
years of professional experience
Work History
Experienced Customer Service Rep
Lowe’s
05.2022 - 12.2024
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Improved resolution time with effective problem-solving for customer complaints.
- Coordinated with logistics department to expedite shipping for urgent customer orders.
- Developed feedback system for customers to share their service experience, leading to actionable improvements.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Customized support strategies for high-priority clients to ensure their specific needs were met.
Customer Service Rep
Teleperformance
01.2019 - 05.2022
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Developed feedback system for customers to share their service experience, leading to actionable improvements.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
- Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Participated in training programs to enhance product knowledge and customer service skills.
- Fostered positive customer service culture within team which led to higher customer satisfaction rates.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Customized support strategies for high-priority clients to ensure their specific needs were met.
- Improved resolution time with effective problem-solving for customer complaints.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Boosted team morale by consistently recognizing colleagues' contributions and achievements.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
- Updated company's FAQ section to include answers to common customer questions, reducing inquiry volume.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered prompt service to prioritize customer needs.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Maintained up-to-date knowledge of product and service changes.
- Met customer call guidelines for service levels, handle time and productivity.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Sought ways to improve processes and services provided.
- Trained new personnel regarding company operations, policies and services.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Promptly responded to inquiries and requests from prospective customers.
- Responded proactively and positively to rapid change.
- Educated customers about billing, payment processing and support policies and procedures.
- Identified and resolved discrepancies and errors in customer accounts.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
- Created and maintained detailed database to develop promotional sales.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Cross-trained and backed up other customer service managers.
- Implemented and developed customer service training processes.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
- Increased efficiency and team productivity by promoting operational best practices.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Trained staff on operating procedures and company services.
- Cross-trained and provided backup support for organizational leadership.
- Investigated and resolved accounting, service and delivery concerns.
- Managed timely and effective replacement of damaged or missing products.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
Customer Service Manager
Walmart
04.2012 - 06.2019
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
Education
Ben Davis University
Indianapolis, INSkills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Problem resolution
- Call center experience
- Relationship building
- Computer proficiency
- Conflict resolution
- Complaint handling
- Microsoft Excel
- Complaint resolution
- Payment processing
- Professional telephone demeanor
- Follow-up skills
- Scheduling
- Product knowledge
- Appointment scheduling
- Order processing
- Documentation
- Team development
- De-escalation techniques
- Technical support
- Customer education
- Product sales
- Product and service solutions
- Coordination
- Account updating
- Research
- Reading comprehension
- Spreadsheets
- Retail store support
Timeline
Experienced Customer Service Rep
Lowe’s
05.2022 - 12.2024
Customer Service Rep
Teleperformance
01.2019 - 05.2022
Customer Service Manager
Walmart
04.2012 - 06.2019
Ben Davis University