Ashley Litzinger
East Liverpool,OH
Summary
Dynamic Customer Service Representative with a proven track record at Capital Management Solutions, excelling in problem-solving and customer relations. Known for fostering high customer satisfaction through effective communication and active listening. Adept at managing customer accounts and utilizing CRM software to enhance service delivery and resolve complex issues efficiently.
Overview
13
13
years of professional experience
Work History
Customer Service Representative/ Team Lead/trainer
Capital Management Solutions
New York, NY
01.2025 - Current
- Assisted clients with inquiries and resolved issues efficiently.
- Collaborated with team members to enhance customer service processes.
- Managed customer accounts and maintained accurate records.
- Responded to customer feedback to improve service delivery.
- Utilized CRM software to track interactions and follow up appropriately.
- Developed solutions for complex customer concerns through active listening.
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Collected deposits or payments and arranged for billing.
- Trained new team members on company policies and customer service protocols.
- Developed training materials for ongoing staff development in customer engagement strategies.
- 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.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Conducted training sessions for new hires, ensuring consistent level of service across team.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Maintained up-to-date knowledge of product and service changes.
- Met customer call guidelines for service levels, handle time and productivity.
Customer Service Representative
Willis Towers Watson
Pittsburgh, PA
08.2022 - 12.2024
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered inbound calls, chats and emails to facilitate customer service.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Consulted with customers to resolve service and billing issues.
- Set up and activated customer accounts.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Used proven techniques to de-escalate angry customers during telephone interactions.
- Made outbound calls to obtain account information.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
Client Service Representative
ServiceLink
Pittsburgh, PA
03.2021 - 05.2022
- Built sustainable client relationships built on trust by applying excellent communication and interpersonal skills.
- Documented customer correspondence in CRM to track requests, problems and solutions.
- Delivered high level of service to clients to both maintain and extend relationships for future business opportunities.
- Greeted customers pleasantly and scheduled appointments for service.
- Supported clients by handling service requests, answering questions and acting as consistent resource.
- Delivered high level of service and support to clients by ensuring that issues were responded to promptly.
- Added new client data to system and made changes to old information to keep everything up-to-date.
- Responded within established timeframes to address customer concerns and inquiries by phone or email.
- Reported complex client issues, questions and needs to management.
- Attended educational trainings and workshops for professional growth.
- Managed client complaints with high level of professionalism and competence.
- Attended to daily client service requests and provided support.
- Answered client questions within 24-hour period to maximize customer satisfaction.
- Observed company regulations regarding information security to preserve integrity of client data.
Security Personnel
Andy Frain
Clinton, PA
10.2014 - 05.2015
- Investigated alarms and disturbances to maintain safety.
- Monitored premises and recorded all activity in daily officer report for submission to Head of Security at close of shift.
- Warned persons of rule infractions or violations and evicted violators from premises.
- Operated and maintained x-ray and metal detection devices at building checkpoints.
- Searched individuals and baggage for devices, weapons and other prohibited items.
- Documented all security-related situations and submitted in-depth reports to Head of Security.
- Verified integrity and accuracy of photo ID's, tickets and passports prior to authorizing passage.
- Monitored and authorized entrance and departure of employees, visitors and other persons.
Sales Associate/Jewelry Sales Associate
Kohls Department Store
Monaca, PA
10.2013 - 04.2014
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Arranged new merchandise with signage and appealing displays to encourage customer sales and move overstock items.
- Answered incoming telephone calls to provide information about products, services, store hours, policies and promotions.
- Sold various products by explaining unique features and educating customers on proper application.
- Helped average of thirty customers per day by responding to inquiries and locating products.
- Assisted customers by finding needed Clothing or Jewelry items and checking inventory for items at other locations.
- Met with customers to offer assistance with selecting merchandise, finding accessories and completing purchases.
Education
No Degree - Medical Records Technician
IMBC
Online05-2026
High School Diploma -
South Side High School
Hookstown, PA05-2013
Skills
- Adaptable nature
- Activity-based learning
- Confidence building
- Problem-solving skills
- Student motivation
- Organizational skills
- Flexible working hours
- Customer support
- Customer relations
- Inbound and Outbound Calling
- Call Center Operations
- Credit Card Payment Processing
- Customer Service
- Data Entry
- Customer Account Management
Timeline
Customer Service Representative/ Team Lead/trainer
Capital Management Solutions
01.2025 - Current
Customer Service Representative
Willis Towers Watson
08.2022 - 12.2024
Client Service Representative
ServiceLink
03.2021 - 05.2022
Security Personnel
Andy Frain
10.2014 - 05.2015
Sales Associate/Jewelry Sales Associate
Kohls Department Store
10.2013 - 04.2014
No Degree - Medical Records Technician
IMBC
High School Diploma -
South Side High School