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Ashley McCune
Cheyenne,WY
Work Preference
Summary
Leveraging 20 years in customer service, including specialized management and escalation experience. Spearheaded a groundbreaking pilot program, resulting in exceptional customer retention rates, while adeptly handling complex inquiries and ensuring prompt resolutions.
Overview
1
1
Certification
20
20
years of professional experience
Work History
Customer Service Representative
Everise
Remote
03.2023 - 07.2026
- Handled incoming customer inquiries.
- Guided customers through system navigation, ensuring accurate information entry for efficient service.
- Helping customers with questions about their taxes.
- Helping customers understand what the errors or notices the customer is getting from the IRS.
- Helping the customer to get in touch with the right departments( tax pro or IRS).
- Managed customer complaints and escalated issues to ensure prompt resolution.
- Provided support for customer security issues.
- Enrolling customer into Experian accounts that were purchased from different companies.
- Assisted customers in obtaining credit scores and copies of credit reports from TransUnion, Experian, and Equifax.
- Help callers start the dispute process and to dispute wrong information off of there credit report.
- Verify customer identity.
- The duties that I did in this role are: helping customer log in and working through the errors that come. (IT support)
- Including walking customer on clearing cache and cookies.
- Working multiple systems at the same time and with two monitors.
- Some of the systems that I would use are: salesforce, workday, wim$, co-browsing, krisp, and max.
- Five9Workday, Verint, Avaya, and OKTA/ACE.
Customer Service
STARTEK- Bridgestone/Firestone
home
02.2023 - 12.2023
- Handled escalated customer issues to ensure satisfactory resolutions.
- I managed inbound and outbound calls.
- I would set appointments, cancel, and rebook.
- Provided information on store offerings to enhance customer understanding.
- I would give out price quotes and help with orders.
- Go over information with the customer about the warranties.
- Giving the customer update on their vehicle and orders/parts.
- Facilitated customer savings by offering relevant discount options.
- Helping customer find tires.
- I would work with the 4 brands and have to brand every call with the different company name at the beginning and end of each call.
- Talking with the store managers and trying to make deals on behalf of the customer.
- Facilitated communication by sending company-wide emails.
- Using Zendesk to look up files and information.
Customer Service Representative/ Escalation specialist
Continuum Global Solutions- Verizon wireless
Rochester, USA
05.2022 - 01.2023
- Received escalated customer cases and resolved issues with thorough support and guidance.
- Sought support approval for customer credits.
- Issued billing adjustments to retain long-term customers.
- Billing: I would go over the payment options, move bill dates, set pay later, going over the billing and past bills.
- I would set up promotions/discounts.
- I would put in promotions tickets for when the promotions was a promotions was not added at purchase, or the customer was told the would get a promotion and they did qualify.
- Handled inbound calls and initiated outbound calls.
- Engaged in chat for unresolved customer inquiries.
- Documented customer concerns through escalation tickets.
- I would also do IT/Troubleshooting.
- Sent customers step-by-step instructions via email or text, including pictures and videos, to resolve technical issues.
- I would also remote into the device and walk the customer through the steps.
- I would help customers with international calling.
- Sending out text messages and or emails.
- I would also send customer links to make payments.
- Facilitated weekly meetings using Teams platform.
Education
General - Diploma
Laramie County Community College
Cheyenne, WY06-2006
Skills
- Remote access software
- Project management
- Microsoft Excel
- Financial literacy
- Zendesk
- Interpersonal skills
- Microsoft Word
- Product demos
- Events management
- Account management
- Citrix
- Remote work experience
- Organizational skills
- Process improvement
- Client interaction
- Sales
- Operational support
- Technology adaptation
- Phone communication
- Help desk
- Software troubleshooting
- VPN
- Analysis skills
- Inside sales
- Management
- Budgeting
- Network connectivity
- Internet connectivity
- Negotiation
- Typing
- Call center
- Digital marketing
- English
- Pricing
- Telemarketing
- Data analysis skills
- Time management
- Customer service
- Smartsheet
- Relationship management
- CRM expertise
- Windows Operating systems
- Microsoft Outlook
- Help desk support
- Microsoft Windows Server
- WAN
- Databases
- HIPAA
- Load balancing
- Data management
- Sales leadership
- Computer skills
- Hotel experience
- Supervising experience
- Marketing
- Hospitality
- Network support
- Guest services
- Computer networking
- Leadership
- Written communication
- Technical troubleshooting
- Conflict resolution
- Escalation management
- Billing administration
- Zendesk utilization
- IT support
- Salesforce expertise
- System navigation
- Communication strategies
- Process optimization
- Team collaboration
- Analytical thinking
- Training development
- Filing
- Team development
- Conflict resolution strategies
- Service upselling
- Data entry
- Professional demeanor
- Decision-making
- Conflict mediation
- Training aptitude
- Adaptive team player
- Logistics coordination
- Email management
- Problem resolution
- Sales closure
- Merchandise upselling
- Order fulfillment
- Order management
- Documentation
- High-energy attitude
- Computer proficiency
- Customer education
- Punctuality
- Access management
- Money handling
- Follow-up skills
- Calm demeanor
- Support case resolution
- Verbal and written communication
- 10-key
- Hospitality and accommodation
- Spreadsheets
- Service standard compliance
- Complaint resolution
- Professional telephone demeanor
- Paperwork processing
- Opening and closing accounts
- Product and service solutions
- Product knowledge
- Report preparation
- Sales expertise
- Strategic sales
- Brand representation
- Multi-line phone talent
- Creative problem solving
- Call center operations
- Clerical support
- Prioritization
- Typing proficiency
- Schedule mastery
- Dispute resolution
Certification
- Food Handler Certification, 02/01/26
- Driver's License, 02/01/26
Awards
High Save Rate, 03/01/20, Working through COVID-19 and finding new ways to keep customers. Having the highest save rate during COVID-19.
Willing To Relocate
Cheyenne, WY
Personal Information
Authorized To Work: US for any employer
Timeline
Customer Service Representative
Everise
03.2023 - 07.2026
Customer Service
STARTEK- Bridgestone/Firestone
02.2023 - 12.2023
Customer Service Representative/ Escalation specialist
Continuum Global Solutions- Verizon wireless
05.2022 - 01.2023
General - Diploma
Laramie County Community College