Ashley Matheny
South Williamson,KY
Summary
Customer Service Representative with 5+ years of experience in customer support and onboarding for high-volume contact centers and SaaS-adjacent service environments. Proficient in omnichannel support across phone, chat, and tickets, troubleshooting account and technical issues, and managing high-volume cases. Experienced with Salesforce and Zendesk. Managed 50+ customer interactions daily, resolved escalations with a 95% success rate, and processed orders and refunds with 100% accuracy.
Overview
4
4
years of professional experience
Work History
Onboarding Specialist
Beyond Finance LLC
Houston, TX
06.2025 - 12.2025
- Led new-client onboarding calls to activate accounts, explain program features, and set expectations for next steps.
- Troubleshot account and technical issues using company CRM; researched and resolved or escalated complex cases.
- Conducted timely follow-ups to ensure client issues were fully resolved and enrolled members progressed through the program.
- Maintained up-to-date product knowledge and contributed feedback to streamline onboarding workflows.
- Recognized for delivering consistently high-quality customer service.
- Managed over 25 client calls a per day.
CUSTOMER SUCCESS AGENT
OMNI INTERACTIONS LLC
Dallas, TX
01.2025 - 10.2025
- Managed 50+ customer interactions daily in a high-volume contact center across phone and chat channels, maintaining throughput and service quality.
- Resolved escalations with a 95% success rate, contributing to higher customer retention and improved CSAT scores.
- Processed orders and refunds with 100% accuracy, eliminating processing errors and charge back risk.
- Leveraged Salesforce and Zendesk to track cases, reduce resolution time, and ensure clear hand-offs; handled Zendesk tickets and provided chat support to peers.
- Conducted welcome calls and proactive follow-ups to drive timely enrollment and issue closure.
- Maintained deep product knowledge and navigated multiple platforms to resolve complex customer issues efficiently.
Customer Support Team Lead
Shyftoff Corp
Tampa, FL
09.2023 - 01.2025
- Provided real-time support on team channels and handled escalation calls during nesting training.
- Trained new agents on systems and procedures, coaching them to find resolutions and meet performance standards.
- Submitted technical support tickets and partnered with supervisors to conduct coaching sessions focused on metrics, attendance, and CSAT.
- Continued to handle agent-level calls, delivering high-quality customer service for Williams-Sonoma Concepts products.
- Managed over 50 customer calls per day.
HR Assistant II
Amazon Services LLC
Seattle, WA
09.2022 - 09.2023
- Took calls related to benefits and time off.
- Transferred calls to DLS or Specialty when needed.
- Placed case notes on cases that are open.
- Opened tickets or call back requests on behalf of the employee.
- Assisting employees via chat
- Utilizing Salesforce for cases, calls, and chats
Team Lead
Inktel Contact Center Solutions
Miami, FL
07.2021 - 02.2022
- Led new-client onboarding calls to activate accounts, explain program features, and set expectations for next steps.
- Troubleshot account and technical issues using company CRM; researched and resolved or escalated complex cases.
- Conducted timely follow-ups to ensure client issues were fully resolved and enrolled members progressed through the program.
- Maintained up-to-date product knowledge and contributed feedback to streamline onboarding workflows.
- Recognized for delivering consistently high-quality customer service.
- Managed over 25 client calls a per day.
Education
Bachelor of Science - Criminal Justice
Eastern Kentucky University
Richmond12-2023
High School Diploma -
Penn Foster High School
Scranton, PA09-2019
Skills
- CRM Platforms
- Omnichannel support (phone, chat, email)
- MS Office Suite
- Typing speed: 45 wpm
- Critical Thinking skills
- Active Listening
- Strong Organizational skills
- Ability to multi-task
- Communication
- Problem-Solving
- Critical Thinking Skills
Timeline
Onboarding Specialist
Beyond Finance LLC
06.2025 - 12.2025
CUSTOMER SUCCESS AGENT
OMNI INTERACTIONS LLC
01.2025 - 10.2025
Customer Support Team Lead
Shyftoff Corp
09.2023 - 01.2025
HR Assistant II
Amazon Services LLC
09.2022 - 09.2023
Team Lead
Inktel Contact Center Solutions
07.2021 - 02.2022
Bachelor of Science - Criminal Justice
Eastern Kentucky University
High School Diploma -
Penn Foster High School