Ashley McCray
Laveen,AZ
Summary
Reliable Customer Service Representative with extensive track record in demanding sales and account management environments. Strong presenter, communicator and problem solver working effectively and productively with diverse customers and individual needs.
Overview
6
6
years of professional experience
Work History
Customer Relations Representative
American Airlines
Tempe, AZ
01.2022 - Current
- Answered customer inquiries via telephone, email and social media platforms.
- Resolved customer complaints through attentive listening and creative problem-solving techniques.
- Maintained high satisfaction rating with customers by providing exceptional service and support.
- Answered inbound calls, chats and emails to facilitate customer service.
- Upheld quality control policies and procedures to increase customer satisfaction.
Sales Advisor
H&M Clothing Store
Tempe, AZ
10.2021 - 06.2022
- Provided customers with information on products and services available.
- Identified customer needs and tailored solutions accordingly.
- Resolved customer complaints in a timely manner.
- Used active listening and relationship-building skills to assess customer needs, build rapport and connect with viable solutions.
Head Customer Service Representative
Ross Dress for Less
Phoenix, AZ
01.2020 - 09.2021
- Held monthly meetings with associates to provide constructive feedback on performance.
- Answered customers' questions and addressed complaints in-person or by phone to immediately rectify issues.
- Handled escalated queries and complaints from customers and staff, sharing positive outcomes as training tools.
- Trained new employees on company customer service policies and service level standards.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Managed customer conflicts and challenging situations by staying calm and accessing internal knowledgebases to develop strategic solutions.
- Handled cash and credit card payments and returned receipts, change and payment cards to customers.
- Educated customers about products, pricing and policies to address and resolve issues.
Customer Service Representative
Best Buy
Phoenix, AZ
09.2019 - 01.2020
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Educated customers on special pricing opportunities and company offerings.
- Assisted customers in making payments on accounts and setting up payment plans.
- Delivered service and support to each customer, paving way for future business opportunities.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Confirmed delivery of orders and troubleshot missed delivery dates, shortages and overages.
- Assessed customer needs and upsold products and services to maximize sales.
Cashier
Portillos
Tempe, AZ
06.2018 - 10.2019
- Operated cash register, collected payments and provided accurate change.
- Wiped down counters and conveyor belt to remove debris and maintain cleanliness.
- Helped customers find specific products, answered questions and offered product advice.
- Trained new team members in cash register operation, stock procedures and customer service.
- Learned roles of other departments to provide coverage and keep store operational.
Education
Some College (No Degree) - Business Management
Maricopa Community Colleges - Phoenix College
Phoenix, AZGeneral Studies
Mountain Pointe High School
Phoenix, AZ05.2019
Skills
- Understanding Customer Needs
- Calm and Professional Under Pressure
- Efficient and Detail-Oriented
- Responding to Difficult Customers
- Building Customer Trust and Loyalty
- Multitasking and Prioritization
- Issue and Complaint Resolution
- Verbal and Written Communication
- Order and Refund Processing
- Creative Problem Solving
- De-escalation Techniques
- Excellent Attention to Detail
References
- Keleace Abrams-Nash
480-547-3754
Coworker from Best Buy
- Jasmin Riggins
602-575-9967
Coworker from American Airlines
- Jessica Van Ballegooie
602-540-4874
Coworker from American Airlines
Timeline
Customer Relations Representative
American Airlines
01.2022 - Current
Sales Advisor
H&M Clothing Store
10.2021 - 06.2022
Head Customer Service Representative
Ross Dress for Less
01.2020 - 09.2021
Customer Service Representative
Best Buy
09.2019 - 01.2020
Cashier
Portillos
06.2018 - 10.2019
Some College (No Degree) - Business Management
Maricopa Community Colleges - Phoenix College
General Studies
Mountain Pointe High School