Ashley Mace
Spokane Valley,WA
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty. Knowledgeable and dedicated customer service professional with extensive experience in medical insurance and customer service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level training specialist position. Ready to help them achieve goals.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
16
16
years of professional experience
Work History
Customer Service Representative
Premera Blue Cross Of Washington
03.2022 - Current
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Provided primary customer support to internal and external customers.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded proactively and positively to rapid change.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
General Manager of Food Service
Burger King
06.2013 - 07.2017
- Trained and supervised new staff to enhance customer service skills and comply with food safety standards.
- Prepared weekly schedules and assigned tasks to staff to maintain organized shift and smooth operations.
- Controlled labor hours and inventory costs through hands-on management and proactive changes.
- Addressed and resolved customer service issues to establish trust and increase satisfaction.
- Oversaw balancing of cash registers, reconciled transactions, and deposited establishment's earnings to bank.
- Tracked food production levels, meal counts, and supply costs.
- Set and enforced performance and service standards to keep consistent, high-quality environment devoted to customer satisfaction.
- Oversaw training of more than 30 team members.
- Developed and implemented customer service standards and best practices to enforce compliance and meet criteria requirements.
- Managed staff schedules and maintained adequate coverage for all shifts.
- Motivated staff to perform at peak efficiency and quality.
- Handled escalated customer concerns with speed and knowledgeable support to achieve optimal satisfaction and maintain long-term loyalty.
- Kept facility compliant with health codes, sanitation requirements and license regulations, alleviating potentially heavy fines.
- Trained staff on proper cooking procedures as well as safety regulations and productivity strategies.
- Maintained kitchen cleanliness and sanitation through correct procedures and scheduled cleaning of surfaces and equipment.
- Reduced health risks and safety hazards by preparing beverage products consistently while creating cleaning schedules, restocking items and sanitizing equipment to adhere to health department standards.
- Inspected equipment and machinery for proper working condition and directed staff to clean and repair as needed.
- Maintained compliance with company policies and procedures for food safety, sanitation, and quality.
- Reviewed and approved employee schedules and timesheets.
Team Lead
KFC
09.2007 - 03.2013
- Trained new team members by relaying information on company procedures and safety requirements.
- Coached team members in techniques necessary to complete job tasks.
- Worked different stations to provide optimal coverage and meet production goals.
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
- Adjusted equipment to meet different productivity levels.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Built strong relationships with customers through positive attitude and attentive response.
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Promoted high standerds through personal example to help each member understand expected behavious and standards.
- Mentored and guided employees to foster proper completion of assigned duties.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Held weekly team meetings to inform team members on company news and updates.
- Monitored time and attendance, enforcing compliance with company procedures relating to absenteeism.
Education
GED -
SPOKANE VALLEY HIGH SCHOOL
Spokane, WA06.2010
Skills
- Customer Relations
- Stocking and Replenishing
- Sales Expertise
- Order Fulfillment
- Senior Leadership Support
- Microsoft Word
- Microsoft PowerPoint
- Active Listening
- Report Creation
- Staff Training
- Microsoft Excel
- Team Development
- Google Docs
- Microsoft Windows
- Microsoft Internet Explorer
- Customer Service
- Typing Proficiency
- Adobe Systems Adobe Flash
- Microsoft Outlook
- Document Control
- Microsoft SharePoint
- Technical Support
- Livechat Messaging
- Research
- Monitoring
- Speaking
- Documentation
Timeline
Customer Service Representative
Premera Blue Cross Of Washington
03.2022 - Current
General Manager of Food Service
Burger King
06.2013 - 07.2017
Team Lead
KFC
09.2007 - 03.2013
GED -
SPOKANE VALLEY HIGH SCHOOL