Hi, I’m
Ashley Molock
Taylor,TX
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
14
years of professional experience
Work History
Molock Services LLC
Customer Success Manager
09.2018 - Current
Job overview
- Managed escalated customer issues promptly, ensuring timely resolutions and maintaining positive relationships.
- Manage 25-50 commercial customer accounts generating over 500K each month.
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Analyzed sales trends to identify opportunities for upselling or cross-selling products, increasing revenue without sacrificing customer satisfaction.
- Scheduled and attended meetings with clients and prospective clients as requested.
Telapprise
Customer Success and Telecom Support Administrator & Project Manager
11.2016 - 06.2018
Job overview
- Telecom service quoting
- Telecom contract requests and processing
- Telecom solution research and development
- Telecom Order Processing (Moves, Adds, Changes and Disconnects) and Management
- Mobility Ordering
- Project Management, Pre-&-Post-Sales Support.
HotSchedules
Customer Success Manager
01.2016 - 09.2016
Job overview
- Managed portfolio of restaurant and hospitality customers to ensure their success and adoption with SaaS products while expanding revenue through contract renewals by 40%.
- Attain/exceed monthly contract renewal targets with a portfolio of assigned local market 1-5 location customers.
- Conduct onboarding and regular business reviews and customer touches to develop strong relationships with key customers to help drive adoption and match customer needs to create upsell opportunities
- Perform territory planning each quarter to ensure renewal and retention goals are met.
- Execute save plans for customers at risk of cancellation
- Manage all aspects of customer success experience via hands-on work within products, and CRM systems such as NetSuite and Salesforce.com
- Provide product information, usage tips and other helpful information to customers.
- Work closely with sales and implementation to transition customers into your portfolio; work with customers on adoption strategies during first six months.
Responsive Education Solutions
Lead Science Teacher
08.2013 - 10.2015
Job overview
- Responsible for instructional and program management for all students assigned, including but not limited to, classroom instruction, after-school and Saturday tutorials.
- Administer and monitor Diagnostic Tests to determine student's performance level.
- Instruct and motivate students in all course study.
- Assign lessons and correct homework in timely manner.
- Administer tests to evaluate student's progress, records result, and issue reports to inform parents of progress.
- Maintained discipline in classroom.
- Maintained classroom that is conducive to learning, safe, attractive and stimulating
- Accomplishments: 90% STAAR testing score for 9th and 10th grade students
- Graduated 5 students early from high school.
Main Street Hub
Retention Specialist/Account Manager
01.2013 - 06.2013
Job overview
- Played a critical role in maintaining successful merchant relationships 1400+ small and medium business, driving incremental revenue for the company
- Reached out directly to merchants to resolve issues with performance and satisfaction
- Reduce client attrition and reintroducing past clients to Main Street Hubs evolving SAAS products and services
- Proactively manages client account health and gaining customer insight to inform improvements across products, services and processes.
Audio Electronics
Customer Success Manager
05.2012 - 01.2013
Job overview
- Managed portfolio of 250+ customer accounts
- Built positive relationships with audiometric manufacturers and grew account base within territory
- Managed audiometer rentals and inventory
- Placed new equipment orders for audiometers
- Responded to inbound inquiries to supplies via website and researched Purchased orders
- Scheduled technicians within the Texas region to repair website inventory and drop shipped equipment to client within North America.
Time Warner Cable
Retention/Account Manager
09.2010 - 05.2012
Job overview
- Attended inbound, disconnected calls immediately and proficiently.
- Managed 75-100 incoming calls daily.
- Introduced the products and services for existing customers.
- Responded to all queries regarding billing disputes.
- Executed orders for new service, reschedules and saved accounts.
- Monitored and reported the results of retention efforts.
- 85% save rate of retention customers.
Education
Huston-Tillotson UniversityAustin, TX
Bachelors of Arts in Kinesiology
12.2009
Skills
- Customer Account Management
- Customer Relationship Building
- Customer Retention
- Client Relations
- Proficient in CRM,Salesforce, SAP, Slack
- Teamwork and Collaboration
- Negotiation and Conflict Resolution
- Technical Proficiency
- Time Management
- Attention to Detail
- Scheduling and Coordinating
Timeline
Customer Success Manager
Molock Services LLC
09.2018 - Current
Customer Success and Telecom Support Administrator & Project Manager
Telapprise
11.2016 - 06.2018
Customer Success Manager
HotSchedules
01.2016 - 09.2016
Lead Science Teacher
Responsive Education Solutions
08.2013 - 10.2015
Retention Specialist/Account Manager
Main Street Hub
01.2013 - 06.2013
Customer Success Manager
Audio Electronics
05.2012 - 01.2013
Retention/Account Manager
Time Warner Cable
09.2010 - 05.2012
Huston-Tillotson University
Bachelors of Arts in Kinesiology