Ashley Marion
Summary
Strong individual contributor 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. Customer-focused professional with successful 23+ year career in the telecommunications sector. Dynamic individual successful applying customer service and analytical skills in busy business environments.
Overview
30
30
years of professional experience
1
1
Certification
Work History
Communications - Senior Manager
Verizon
09.2022 - Current
- Achieved operational excellence by streamlining processes and implementing best practices through an established ideation process.
- Implemented innovative solutions to overcome challenges, leading to enhanced productivity levels.
- Collaborated closely with peers from other departments to drive organizational success jointly as one cohesive unit.
- Demonstrated exceptional adaptability in navigating complex situations or rapidly changing environments with ease.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention using communication tools.
Notary Public
State Of South Carolina
10.2015 - Current
- Maintained up-to-date knowledge of state laws and regulations, ensuring full compliance during every transaction.
- Conducted thorough reviews of each document presented, reducing errors and increasing client confidence in the process.
- Educated clients on the importance of proper identification verification to ensure the validity of each transaction.
- Provided exceptional customer service by addressing questions or concerns promptly and professionally.
Retail Management/Operations/Call Center Roles
Verizon
09.2000 - 09.2022
- Improved customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Enhanced team productivity by implementing streamlined call center procedures and best practices.
- Managed high call volume with exceptional professionalism, ensuring proper escalation when necessary.
- Provided comprehensive administrative support to the call center team, enabling seamless operations.
- Collaborated with other departments to ensure consistent quality service across all channels.
- Reduced average call handling time by effectively utilizing resources and developing solutions for common customer issues.
- Trained new staff members in company policies and call center procedures, fostering a knowledgeable and capable workforce.
- Increased first-call resolution rates by providing thorough troubleshooting guidance and empowering agents to find solutions independently.
- Boosted agent morale through recognition programs, cultivating a positive work environment that encouraged collaboration and camaraderie.
- Streamlined scheduling processes to maximize staffing efficiency while maintaining optimal coverage during peak hours.
- Evaluated employee performance through ongoing assessments, identifying strengths and opportunities for growth within the team.
- Optimized call routing strategies to minimize wait times while maintaining service quality standards for customers.
- Proactively identified trends in customer concerns or complaints, working closely with management to implement process improvements as needed.
- Participated in cross-functional initiatives aimed at improving overall company performance, contributing valuable insights from the call center perspective.
- Maintained open lines of communication with both agents and management, fostering an environment conducive to professional growth and development.
- Monitored system performance and responded to alerts.
- Assisted IT staff on troubleshooting issues and closing calls.
- Supported project planning team to promptly address hardware and software problems and network emergencies.
- Resolved issues and escalated problems with knowledgeable support and quality service.
- Diagnosed and resolved hardware and software issues.
Distribution Clerk
United States Postal Service
02.1999 - 09.2000
- Processed incoming shipments promptly, ensuring accurate distribution and timely availability of mail articles to carriers and customers.
- Prepared boxes, pallets and crates for outgoing shipments.
- Prioritized and rearranged tasks to meet changing demands.
- Sorted and placed mail into mailboxes and post office boxes with high levels of accuracy.
Bookkeeper/Data Entry Coordinator
Perry & Leppert CPA PA
06.1994 - 01.1999
- Improved financial accuracy by reconciling accounts and identifying discrepancies in financial records.
- Prepared monthly bank reconciliations to ensure accurate representation of company''s financial position.
- Supported year-end closing procedures by preparing adjusting journal entries as needed.
- Provided support during audits by supplying requested documentation promptly and accurately.
- Tracked expenses and income for businesses while organizing and maintaining bank statements for checking accounts.
- Identified accounting errors when cross-referencing documents and database information.
- Completed tax forms in compliance with legal regulations.
- Reduced errors in financial reporting by conducting thorough reviews and ensuring accurate data entry.
Education
Associate of Science - Business Management
Piedmont Technical College
Greenwood, SC2024
Bachelor of Science - Call Center Operations And Management
Bellevue University
Bellevue, NE2015
No Degree - Office Specialist/Office Support
Seminole State College of Florida
Sanford, FL2007
Associate of Science - Criminal Justice
Sussex County Community College
Newton, NJ1998
High School Diploma -
Kittatinny Regional High School
Newton, NJ1994
Skills
- Budget Oversight
- Market Analysis
- Partnership Development
- Data Analytics
- Talent Development
- Strategic Planning
- Resource Allocation
- Organizational Improvement
- Budget Administration
- Cross-Functional Communication
- Documentation and Reporting
- Troubleshooting and Problem Resolution
- Cross-Functional Collaboration
- Operations Planning
- Performance Management
- Corporate Communications
- Sales Strategy
- Budgeting and Forecasting
- Team Leadership
- Process Improvement
- Data Analysis and Reporting
- Financial Analysis
- Change Management
- Stakeholder Engagement
- Organizational Development
- Conflict Resolution
- Project Management
- Operations Management
- Training and Development
- Cross-functional Team Coordination
- Budget Management
- Business Administration
- Emergency Response
- Customer Service
- Employee Development
- Schedule Management
- Negotiation and Conflict Resolution
- Schedule Oversight
- Employee Coaching and Mentoring
- Performance Evaluations
- MS Office
- Administration and Reporting
- Performance Reviewing
- Managing Operations and Efficiency
- Hiring and Training
- Performance Tracking and Evaluation
- Professional and Courteous
- Interpersonal Relations
- Shift Scheduling
- Preventive Maintenance
- Onboarding and Orientation
- Technical Proficiency
- Idea Development and Brainstorming
- Computer Skills
- Teamwork and Collaboration
- Scheduling and Coordinating
- Task Delegation
- Work Planning and Prioritization
- Problem Resolution
- Staff Development
Certification
LSS Greenbelt - Verizon - 2020
A+ Certification - CompTIA - 2012
Timeline
Communications - Senior Manager
Verizon
09.2022 - Current
Notary Public
State Of South Carolina
10.2015 - Current
Retail Management/Operations/Call Center Roles
Verizon
09.2000 - 09.2022
Distribution Clerk
United States Postal Service
02.1999 - 09.2000
Bookkeeper/Data Entry Coordinator
Perry & Leppert CPA PA
06.1994 - 01.1999
Associate of Science - Business Management
Piedmont Technical College
Bachelor of Science - Call Center Operations And Management
Bellevue University
No Degree - Office Specialist/Office Support
Seminole State College of Florida
Associate of Science - Criminal Justice
Sussex County Community College
High School Diploma -
Kittatinny Regional High School