Ashley Mercer
Corona,CA
Summary
Results-driven and detail-oriented customer service professional skilled in building rapport, resolving issues, and adeptness in CRM systems. Excellent communicator with a passion for delivering exceptional experiences. Proven track record in high-volume environments, adept at multitasking and problem-solving. Committed to providing the highest level of customer support while continuously seeking opportunities for personal and professional growth.
Overview
17
17
years of professional experience
Work History
Account Specialist
Lifetouch, Shutterfly
Ontario, California
10.2024 - Current
- Work with your schools, the photography leaders and your sales partner to coordinate the scheduling of picture days and allocate resources appropriately.
- Organize information by maintaining databases, calendars and filing systems
- Manage Account Touch Points using Salesforce and other internal tools, including phone and email interactions.
- Effectively communicate with your partners regarding completion of jobs.
- Collaborated closely with team members to ensure a streamlined customer service process, effectively resolving complex issues while maintaining a high standard of service.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Customer Service Representative
Bowlero Corp
Remote, CA
04.2024 - 10.2024
- Communicate with online booking customers and potential customers via email and phone
- Help customers navigate our websites and book events online.
- Provides exemplary service and product solutions to our customers through up-selling package add-ons and upgrades.
- Collaborated with clients to identify their goals and expectations from the event.
Member Support Specialist
Weight Watchers
Remote
08.2023 - 04.2024
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Determine member eligibility and process insurance authorizations for clinical membership.
- Provides product and services information as well as assisting with billing inquiries, product sales, website and app technical assistance, and membership retention.
- Ultilized CRM software proficiently to manage customer interactions, update information and coordinate orders and schedules, ensuring accuracy and date handling.
- Update member information in multiple member databases depending on member needs, while adhering to HIPAA regulations.
- Maintain agent satisfaction by issue resolution, high quality assurance scores, data accuracy & service speed.
Office Support Specialist
LifeTouch Shutterfly Inc
02.2020 - 09.2020
- Collaborated with cross-functional teams, serving as a valuable resource and contributing to problem-solving efforts
- Utilizes multiple systems to research, troubleshoot and provide issue resolution.
- Effectively use Salesforce and other internal tools to accurate log interactions and solve issues.
- Collaborated closely with team members to ensure a streamlined customer service process, effectively resolving complex issues while maintaining a high standard of service.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Sales and Customer Service Representative
Massage Envy
02.2016 - 09.2019
- Managed correspondence and reservations via phone, chat and email, recording guest information and special request
- Consistently met sales goals resulting in 15% increase in revenue
- Researched and resolved contract discrepancies, proactively identifying potential problems and implementing effective solutions
- Became an expert in company's skincare offerings, staying updated on the latest products and services
- Answered constant flow of customer calls with minimal wait times.
Retail Store Manager
Frederick’s of Hollywood
04.2008 - 02.2015
- Increased loyalty program sign-ups by 6% by engaging with every customer, remembering them from a past visit, asking about their interests, and providing help to meet their needs
- Resolved customer issues for a 97% satisfactions rate
- Provided training, incentives, mentoring, and feedback to associates to meet or exceed sales goals
- Screened candidates, performed interviews, and hired and trained 15+ new associates
- Processed Return Merchandise Authorization as required, ensuring seamless returns and customer satisfaction
- Assisted customers with inquiries related to product features, troubleshooting, and account management.
Education
Licensed Esthetician
Salon Success Academy
Corona, CAAA - Business
Norco College
Norco, CASkills
- De-escalation & Negotiation
- Chat and Phone Support
- Adaptability and Initiative
- Effective Listening Skills
- Client Onboarding
- Multi-line phone proficiency
- Internet Research
- Case Management
- Growth Mindset
- Excellent Analytical and Decision Making Skills
- Sales and Product Knowledge
- Hiring and Recruiting
- Scheduling
- Payment Processing
- HIPAA Regulations
- Social Media Skills
- Zendesk and Salesforce
Timeline
Account Specialist
Lifetouch, Shutterfly
10.2024 - Current
Customer Service Representative
Bowlero Corp
04.2024 - 10.2024
Member Support Specialist
Weight Watchers
08.2023 - 04.2024
Office Support Specialist
LifeTouch Shutterfly Inc
02.2020 - 09.2020
Sales and Customer Service Representative
Massage Envy
02.2016 - 09.2019
Retail Store Manager
Frederick’s of Hollywood
04.2008 - 02.2015
Licensed Esthetician
Salon Success Academy
AA - Business
Norco College