Ashley Molina
Stafford,TX
Summary
Proven track record in enhancing customer support and data management, notably with Fort Bend County Social Services. Excelled in complaint resolution and technical troubleshooting, boosting service standards through effective communication and operational initiatives. Skilled in documentation, achieving accuracy and efficiency in high-pressure environments.
Collaborative leader partners with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
5
5
years of professional experience
Work History
Call Center Representative
Montana One Call
05.2023 - 11.2024
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Educated customers about billing, payment processing and support policies and procedures.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Data Entry Clerk
Fort Bend County Social Services
07.2020 - 03.2022
- Completed data entry tasks with accuracy and efficiency.
- Organized, sorted, and checked input data against original documents.
- Maintained files, records, and chronologies of entry activities.
- Used computer software to store and retrieve data.
- Managed and organized documents for data entry tasks.
- Entered data into various computer systems accurately using Microsoft Office Suite.
Customer Service Representative
Luminess Air
09.2019 - 04.2020
- Responded to customer requests for products, services, and company information.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Promptly responded to inquiries and requests from prospective customers.
- Created and maintained detailed database to develop promotional sales.
Education
High School Diploma -
North Star Academy
Houston, TX05-2008
Skills
- Complaint resolution
- Call logging
- Documentation and reporting
- Technical troubleshooting
- Verbal and written communication
- 32 WPM
Timeline
Call Center Representative
Montana One Call
05.2023 - 11.2024
Data Entry Clerk
Fort Bend County Social Services
07.2020 - 03.2022
Customer Service Representative
Luminess Air
09.2019 - 04.2020
High School Diploma -
North Star Academy