Ashley Maasch
Summary
Focused on maximizing productivity and increasing customer base. Believes exceptional customer service is essential to success. Effective at managing and leading teams, managing operations, and promoting merchandise to increase profits. Personable, committed to respecting and appreciating all employees and clients. Driven to apply a strong work ethic and motivational skills to achieve goals, as well as employee and customer satisfaction.
Overview
18
18
years of professional experience
Work History
Customer Service Representative, Team Lead
Dunckel Veterinary Hospital
Davison, MI
02.2017 - Current
- Managed front desk operations to ensure efficient check-in, check-out, and appointment scheduling between multiple veterinarians.
- Maintained electronic health record systems, increased accuracy of medical records by diligently updating patient and client information.
- Managed multi-line phone system with 8 lines.
- Maintained emails, voicemails, text system, faxes, medication requests, checking on patients, filling medications, and deposits.
- Improved client retention by providing exceptional customer service to pet owners in person and over the phone.
- Facilitated smooth daily operations by answering incoming calls, directing inquiries, and taking messages for veterinarians as needed.
- Provided compassionate support during difficult situations such as end of life decisions or emergency visits, establishing trust with clients.
- Maintained waiting areas and exam rooms.
- Performed various administrative tasks including filing, copying, and faxing documents.
- Promoted clinic services and products through knowledgeable recommendations to pet owners based on their specific needs.
- Managed escalated customer issues, ensuring swift resolution and maintaining positive relationships with clients.
- Implemented company polices and procedures for professional, cohesive customer care.
- Assisted in interviews and hiring recommendations, trained new staff members on reception procedures and software systems, contributing to overall team success.
- Led customer service team to enhance client satisfaction and retention.
- Improved overall call center performance with effective coaching and feedback to team members.
- Contributed to positive work environment through excellent teamwork and collaboration with staff members.
Receptionist
Koprowski Veterinary Clinic
Lapeer, Michigan
10.2017 - 02.2017
- Answered and managed incoming and outgoing calls with clients, vendors, and the public, while recording accurate messages.
- Corresponded with clients and other clinics through telephone, email, and postal mail.
- Scheduled annual checkup appointments, consultations, and surgery visits for various animals, including mostly canine and feline.
- Located, checked in, and pulled medical records for appointments.
- Greeted clients pleasantly with a warm smile when arriving.
- Weighed animals when checking in and recorded information in files.
- Escorted clients and patients to examination rooms.
- Input data from pet records and office visits into the computer system.
- Maintained and cleaned the reception area, the waiting room, and examination rooms so that common areas were clean at all times.
Associate - Assistant Manager - Store Manager
MC Sports
Lapeer, Michigan
08.2012 - 05.2017
- Answered questions regarding the store and its merchandise.
- Prepared schedules.
- Maintained records related to sales.
- Prepared sales slips and sales contracts.
- Stocked shelves and supplies and organized displays.
- Organized racks and shelves to maintain the visual appeal of the store.
- Developed positive customer relationships through friendly greetings and excellent service.
- Recognized and rewarded outstanding work performance to cultivate a positive and collaborative customer service culture.
- Shared best practices for sales and customer service with other team members to help improve the store’s efficiency.
- Resolved all customer complaints in a professional manner while prioritizing customer satisfaction.
- Determined customer needs by asking relevant questions and listening actively to the responses.
- Cultivated a customer-focused shopping environment by greeting and responding to all customers in a friendly manner.
- Created visual marketing and styled window displays.
- Established strong vendor relationships to maintain and support the business.
- Interviewed job candidates and made staffing decisions.
- Conducted audits and assisted in inventories.
- Managed staff of 20 sales associates, 4 managers.
- Maintained close relationships with other stores and corporate.
- Assigned employees to specific duties to best meet the needs of the store.
- Increased profits through effective sales training and troubleshooting profit loss areas.
- Generated repeat business through exceptional customer service.
Crew Member
Wendys
Lapeer, Michigan
04.2012 - 10.2012
- Prepped items for later use to save staff time during busy hours.
- Immediately informed supervisors when supplies were low or if equipment was not functioning properly.
- Prepared quality products while maintaining proper food safety practices, portion control and presentation within service goal times.
- Followed food safety procedures according to company policies and health and sanitation regulations.
- Prepared a variety of foods according to customers' orders or supervisors' instructions, following approved procedures.
- Verified that prepared food met all standards for quality and quantity.
- Assembled food orders while maintaining appropriate portion control.
- Prepared all food orders within a 2-3 minute time frame.
- Built loyal clientele through friendly interactions and consistent appreciation.
- Maintained high standards of customer service during high-volume, fast-paced operations.
Kitchen Staff
Michigan Christian Youth Camp
Attica, Michigan
04.2008 - 08.2008
- Cleaned and organized eating, service, and kitchen areas
- Kept dining room and kitchen area clean by performing cleaning and laundry duties
- Stocked, organized, and cleaned kitchens and cooking utensils
- Communicated with other kitchen team members to ensure food was prepared on time and correctly
- Maintained kitchen work areas, equipment, and utensils in clean and orderly condition
- Scraped and stacked dirty dishes, and carried dishes and other tableware to kitchens for cleaning
- Prepared food items consistently and in compliance with recipes, portioning, cooking and waste control guidelines.
- Helped with preparation, set-up, and service for catering events
- Washed dishes, glassware, flatware, pots, and/or pans using dishwashers or by hand
- Maintained adequate supplies of items such as clean linens, silverware, glassware, dishes, and trays
Education
Criminal Justice, Sociology, Substance Abuse, Women Gender Studies
University of Michigan - Flint
Flint, MichiganHigh School Diploma - undefined
Lapeer East High School
Lapeer, Michigan2011
Skills
- Excellent customer service skills
- POS systems
- Customer relations
- Merchandising
- Bank deposit procedures
- Goal-oriented
- Detail-oriented
- Staff training and development
- Opening and closing procedures
- Customer-oriented
- Cash register operations
- Able to persuade others effectively
- Problem-solving skills
- Leadership abilities
- Adaptability
- Conflict resolution
- Planning
- Organizing
- Coordinating
- Microsoft Office
- Scheduling
Timeline
Receptionist
Koprowski Veterinary Clinic
10.2017 - 02.2017
Customer Service Representative, Team Lead
Dunckel Veterinary Hospital
02.2017 - Current
Associate - Assistant Manager - Store Manager
MC Sports
08.2012 - 05.2017
Crew Member
Wendys
04.2012 - 10.2012
Kitchen Staff
Michigan Christian Youth Camp
04.2008 - 08.2008
High School Diploma - undefined
Lapeer East High School
Criminal Justice, Sociology, Substance Abuse, Women Gender Studies
University of Michigan - Flint