Ashley Mason
Chester,VA
Summary
Dynamic Customer Service Manager with a proven track record at Food Lion, enhancing service efficiency and customer satisfaction. Skilled in training and mentoring teams, I implemented process improvements that boosted performance metrics. Adept in Microsoft Excel, I fostered a collaborative environment, resolving escalations and driving high retention rates.
Overview
16
16
years of professional experience
Work History
Customer Service Manager
Food Lion
06.2024 - Current
- Developed customer support strategies to enhance service efficiency and satisfaction levels.
- Trained associates on conflict resolution techniques to improve customer interactions.
- Implemented process improvements that streamlined customer service workflows.
- Monitored performance metrics to identify trends and enhance team effectiveness.
- Collaborated with cross-department teams to resolve complex customer issues.
Personal Banker
C&F Bank
08.2018 - 06.2024
- Assisted customers with financial product inquiries to identify suitable banking solutions.
- Facilitated loan application processing and ensured accuracy of documentation.
- Guided clients through account opening procedures, enhancing customer experience.
- Developed cross-selling strategies to promote additional banking services effectively.
- Conducted regular compliance checks to align with financial regulations and guidelines.
Customer Service Manager
Food Lion
05.2010 - 08.2018
- Conducted regular feedback sessions with customers to gather insights for service enhancement.
- Led team meetings to discuss performance goals and service expectations.
- Created training materials for onboarding new customer service representatives.
- Resolved service escalations promptly, ensuring high customer retention rates.
- Fostered a culture of teamwork by promoting open communication among staff.
Education
High School Diploma -
Godwin High School
Skills
- Customer service
- Problem-solving
- Microsoft outlook, word, and Excel
- Customer focused
- Training and mentoring
- Excellent time management skills
- Decision-making
- Adherence to high customer service standards
Timeline
Customer Service Manager
Food Lion
06.2024 - Current
Personal Banker
C&F Bank
08.2018 - 06.2024
Customer Service Manager
Food Lion
05.2010 - 08.2018
High School Diploma -
Godwin High School