Dedicated and results-oriented professional with 10+ years of experience in Customer Service & Call center sales. Proven track record of increasing sales revenue, and leading successful marketing campaigns. Adept at customer relationship management, with a strong ability to drive process improvements, solve complex problems, and lead cross-functional teams. Known for strong leadership in fast-paced environments, exceptional attention to detail, and consistently meeting & exceeding targets. Possesses excellent communication, time management, and adaptability skills; and a commitment to delivering exceptional customer experiences, and driving innovation. Looking to bring my expertise and passion to a dynamic team or organization, where I can contribute to delivering impactful solutions, and making a positive difference. Authorized to work in the US for any employer
Hi, I’m
Ashley Lawson
Content Creator
Charlotte,NC
Summary
Overview
13
years of professional experience
4
years of post-secondary education
Work History
Globus family of brandsCharlotte, NC
Group Travel Specialist
04.2024 - 08.2024
Job overview
- Engage with clients to understand their group travel needs and preferences, providing expert advice on travel options and itineraries
- Develop customized travel itineraries for groups, including transportation, accommodations, activities, and dining based on client specifications
- Collaborate with hotels, airlines, and local vendors to secure reservations and negotiate contracts for group travel services
- Manage and process group travel bookings, ensuring accuracy and adherence to clients' requirements and company policies
- Provide ongoing support to clients before, during, and after their trip, addressing any issues or changes that arise
- Prepare and distribute travel documentation, including itineraries, tickets, and confirmations, to clients and group leaders
- Monitor and manage travel budgets for group trips, ensuring cost-effective solutions and adherence to financial guidelines
- Promote group travel packages and services to potential clients, utilizing various marketing strategies and materials
- Handle any travel-related issues or conflicts promptly and professionally, ensuring a smooth and enjoyable experience for the group
- Maintain accurate records of group travel arrangements and generate reports on booking trends, client feedback, and performance metrics.
Globus family of brandsCharlotte, NC
Reservation Sales and Service Representative
10.2023 - 04.2024
Job overview
- Servicing existing Agent accounts, from initial contact to travel, and product up-sells
- Handling about 35 service calls/day, and e-mails using GVI’s customer service and sales protocols
- Maintaining customer satisfaction by ensuring customers receive accurate, timely, and quality information about the products, and resolving customer concerns
- Full account management of Make-A-Wish bookings including special needs requests and specific accounting processes
- Responsible for working Siebel calendar of activities required for every Direct booking including:
- Traveler Communications
- Final Booking Review and Payment
- Confirm Docs sent and Welcome Home communication
- Handling of other account management services:
- Work Process Messages
- Schedule Change notifications
- Third Party Authorizations
- Follow up International Ticket Numbers passport information, Visa status, TSA
- Mis-matched Invoices (accommodations)
- Hotel changes and Itinerary Changes
- Any special Notification i.e
- Disability accommodations, Special Needs, etc
- Seat Assignments (Sabre)
- Cultivating andmaintainingon-going relationships with customers and influencing product loyalty
Eliassen Group, Credit KarmaCharlotte, NC
Member Success Specialist
08.2022 - 10.2023
Job overview
- Responsible for intake, review, and disposition of potentially suspicious transactions and disputes
- Proficiently utilize technology including transaction processing systems, risk management platforms, and case management applications
- Conduct investigative research and resolve problems, escalating when necessary
- Ensure compliance with procedures, policies, and deadlines, demonstrating strong attention to detail
- Collaborate effectively in a team-oriented environment, promoting meaningful relationships with colleagues and clients
- Assist members with their Credit Karma money accounts and needs
- Assist with members disputes and marketing promotions
- Correspondence via email to address any concerns and/or resolutions for members concerning their accounts
- Create resolutions in a fast-paced and ambiguous environment
- Work across a wide range of time zones and multi-task rapidly via Email, Slack, etc
- Develop a strong knowledge and understanding of Credit Karma verticals, services and products to provide consistently excellent support to our members
- Take ownership of case and perform root cause analysis
Robinson and HenryDenver, CO
Call Center Specialist
09.2021 - 08.2022
Job overview
- Provide excellent customer service
- Greet customers
- Set customers up with a consultation with an attorney
- Answer customers' questions, and provide information on procedures or policies
- Answer telephone to screen, or forward calls, providing information, taking messages, or scheduling appointments.
ConvergysCharlotte, NC
OnStar Advisor
03.2016 - 09.2021
Job overview
- Answer customers' questions, and provide information on procedures or policies
- Answer telephone to screen, or forward calls, providing information, taking messages
- Describe merchandise and explain use, operation to customers
- Answer telephone to screen, or forward calls, providing information, taking messages, or scheduling appointments
- Recommend, select, merchandise based on customer needs and desire.
Spectrum Business
Retention Specialist
09.2024 - Current
Job overview
- Handled escalated customer complaints professionally, de-escalating situations while finding mutually beneficial resolutions.
- Enhanced customer satisfaction levels with proactive communication and timely resolution of issues.
- Negotiated contract renewals, securing continued business partnerships with satisfied clients.
- Built constructive customer relationships to improve loyalty and recommendations.
- Developed strong relationships with key accounts, ensuring ongoing satisfaction and long-term commitment.
- Boosted revenue through upselling and cross-selling opportunities during customer interactions.
- Gathered feedback from departing customers to identify areas for improvement in products or services offered.
- Utilized advanced skills in solving problems and making accurate decisions to implement strategies that brought about immediate results.
- Delivered exceptional service standards, resolving issues promptly and maintaining open lines of communication with clients.
IntouchCXDenver, CO
Trip Experience Representative
06.2015 - 03.2016
Job overview
- Followed all company policies and procedures to deliver quality work.
- Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
- Provide excellent customer service
- Inform customers about ways to save on their trips
- Provided coupons for being great customers/or for a bad experience
- Mediation between a Host and a Guest
- Maintain clean and orderly desk areas
- Issue itineraries, receipts, refunds, or credits, or due to the circumstance of the situation
(misclassification, uncleanliness, pests, bed bugs) - Answer customers' questions, and provide information on procedures or policies.
- Answer telephone to screen, or forward calls, providing information, taking messages, or scheduling
appointments. - Describe merchandise and explain use, operation to customers.
- Recommend, select, and help locate or obtain merchandise based on customer needs and desires.
- Help new users to the site navigate it
- Help relocated Guests in case their Host left them stranded or the listing wasn't up to par
RadioshackDenver, CO
Sales Associate
12.2011 - 06.2015
Job overview
- Provide excellent customer service
- Greet customers
- Inform customers about current sales events
- Unpack and place stock as it comes into the store
- Maintain clean and orderly checkout areas and complete other general cleaning duties, such as emptying trash cans and cleaning windows
- Receive payment by cash, check, credit cards, vouchers, or automatic debits
- Issue receipts, refunds, credits, or change due to customers
- Establish or identify prices of goods, services, and tabulate bills using calculators, cash registers, or optical price scanners
- Change in-store and window displays, and looks to enhance stores appearance
- Answer customers' questions, and provide information on procedures or policies
- Answer telephone to screen, or forward calls, providing information, taking messages, or scheduling appointments
- Describe merchandise and explain use, operation to customers
- Recommend, select, and help locate or obtain merchandise based on customer needs and desires.
Education
Colorado Media SchoolLakewood
Technical from Television And Radio Broadcasting
01.2018 - 09.2018
University Overview
Creekside High SchoolIrvine, CA
High School Diploma
09.2005 - 06.2009
University Overview
Skills
- Microsoft (10 years)
- Phones (Less than 1 year)
- Money Handling (5 years)
- Customer Service (5 years)
- Retail Sales (5 years)
- Patrol (Less than 1 year)
- Billing
- Cash Handling
- Microsoft Word
- Microsoft Office
- Outlook
- Marketing
- Adobe Premiere
- Content Creation
- Computer Literacy
- Warehouse experience
- English
- Video Editing
- Adobe Photoshop
- Sales
- Customer service
- Certifications and Licenses
- Driver's License
- November 2022 to July 2030
- Assessments
- Sales skills — Proficient
- August 2020
- Influencing and negotiating with customers
- Full results: Proficient
- Customer service — Proficient
- Identifying and resolving common customer issues
- Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued
- Development in any professional field
- Additional Information
- Skills
- Adobe Premier
- Adobe Audition
- Microsoft PowerPoint
- Childcare skills
- Well-developed research and analytical abilities
- Proficiency in using various software packages including Microsoft Office applications
- Competent clerical skills and strong attention to detail
- Excellent problem-solving skills with minimal guidance
- Strong computer navigation skills
- Highly analytical and self-managing individual
- Adaptable team player with the ability to thrive in a deadline-sensitive environment
- Committed to promoting collaboration and meaningful relationships in the workplace
- Credit Card Payments
- Air Travel Coordination
- Reservation Management
- Hotel Reservations
- Hotel Accommodations
Work Preference
Work Type
Full TimeLocation Preference
RemoteOn-SiteImportant To Me
Career advancementWork-life balanceCompany CultureWork from home optionHealthcare benefits401k matchCertification
- Radio and Television Broadcasting, Colorado Media School, 2018 September
Timeline
Retention Specialist
Spectrum Business
09.2024 - Current
Group Travel Specialist
Globus family of brands
04.2024 - 08.2024
Reservation Sales and Service Representative
Globus family of brands
10.2023 - 04.2024
Member Success Specialist
Eliassen Group, Credit Karma
08.2022 - 10.2023
Call Center Specialist
Robinson and Henry
09.2021 - 08.2022
Colorado Media School
Technical from Television And Radio Broadcasting
01.2018 - 09.2018
OnStar Advisor
Convergys
03.2016 - 09.2021
Trip Experience Representative
IntouchCX
06.2015 - 03.2016
Sales Associate
Radioshack
12.2011 - 06.2015
Creekside High School
High School Diploma
09.2005 - 06.2009