Ashley Moore
Lynchburg,VA
Summary
Skilled Agent experienced in identifying the needs of the client and working to find a solution promptly and professionally. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
11
11
years of professional experience
Work History
TSA TCC AGENT
KECH INC
11.2023 - Current
- Resolved caller issues quickly and thoroughly.
- Handled and promptly resolved customer complaints to maintain professional relationships.
- Informed clients of policies and procedures.
- Maintained accurate records of client communications, transactions, policies, and other relevant documentation for seamless operations within the agency.
- Obtained client information by answering telephone calls.
- De-escalated and resolved customer complaints with punctual, polite and professional service.
- Delivered exceptional customer service by proactively addressing concerns and fostering a positive experience throughout all interactions.
- Setting up Assistance for travelers
- Resolving Travelers concerns
- Resolving Travelers complaints and providing solutions
- Resolving Travelers hardships and assisting those who have disabilities and or other medical conditions
- Exhibiting leadership qualities within my role as a Stretch Lead
- Assisting fellow Team members in resolving difficulties that are encountered during their shift
- Providing guidance to fellow team members and extensive coaching during Quality Assurance sessions.
- Providing improvement guidelines to assists Team Members on improving their quality score on a weekly basis.
- Resolving difficulties regarding passenger's experience(s) and handling escalated calls.
- Handling an array of service requests such as issues with Expedited screening, recovering lost or misplaced information, and offering assistance to passengers who face difficulties at airports national wide.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Demonstrated strong organizational and time management skills while managing multiple duties.
- Excellent communication skills, both verbal and written.
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Effective and strong multitasking capabilities
- Spearheaded team training initiatives, equipping agents with essential skills to excel in their roles.
- Boosted team productivity by implementing collaborative communication platform.
- Assisted clients in navigating the claims process, ensuring timely resolution of issues and optimal outcomes.
Call Center Customer Service Advisor
OUTLOOK AMUSEMENTS Inc.
09.2014 - Current
- Assisting Customers with advice regarding the betterment of their livelihood
- Finding New clients
- Making client Assessments
- Answering client inquiries and Maintaining Client Accounts
- Assisting Repeat Callers with personalized Inquiries
- Answering over 50+ calls a day
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Head Hostess
Buca Di Beppo
01.2014 - 10.2014
- Trained and mentored new staff members to ensure consistent service quality and adherence to restaurant policies.
- Established a welcoming atmosphere by greeting guests promptly and professionally upon arrival.
- Streamlined the seating process for increased efficiency and reduced wait times for guests.
- Coordinated large parties and events, ensuring seamless service from arrival through departure.
- Took reservations by phone and walk-in, keeping scheduling demands, and kitchen output in time to avoid overbooking.
- Documented reservations, alerted servers, and managers of large groups and prepared seating.
- Handled guest complaints with tact and diplomacy, working to find satisfactory resolutions promptly.
- Developed strong relationships with returning guests, encouraging loyalty and driving repeat business.
- Took reservations and to-go orders by phone, answered customer questions, and informed of accurate wait times.
- Oversaw the dining room layout and table settings, ensuring compliance with restaurant standards and aesthetics.
- Maintained a clean, organized hostess stand, contributing to an inviting ambiance throughout the restaurant.
- Provided support to servers during busy periods by assisting with drink orders or clearing tables as needed.
- Resolved guest and employee complaints to maintain complete customer satisfaction and workforce effectiveness.
- Contributed to a positive workplace culture by maintaining a professional demeanor and fostering open communication among team members.
- Enhanced customer satisfaction by efficiently managing reservations and accommodating special requests.
- Governed dining area with natural leadership talents and organizational strategies focused on balancing guest and business needs.
- Took information about guests' party size, led to seating and offered menus.
- Trained new hostesses on customer service best practices and restaurant policies to maintain high standards of service.
- Answered customer questions about hours, seating, and menu information.
- Supported servers, food runners, and bussers with keeping dining area ready for every guest.
- Organized, and cleaned establishment's front lobby during shifts to maintain welcoming appearance.
- Completed daily side work and opening and closing duties without fail.
- Provided patrons with estimated waiting times during peak service hours.
- Backed up servers by checking on tables and retrieving items for guests.
Front End Sales Associate
Dollar General
08.2013 - 12.2013
- Processed transactions quickly and accurately, ensuring a seamless checkout experience for customers.
- Assisted in inventory management and restocking, ensuring products were readily available for purchase.
- Consistently met or exceeded individual sales targets set by store management on a regular basis.
- Ensured accurate price labeling for merchandise items while managing shelf stocking duties as needed.
- Maintained a clean and inviting store environment, promoting a positive shopping experience for all customers.
- Supported visual merchandising efforts by creating attractive displays that showcased products effectively.
- Built relationships with customers to encourage repeat business.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Answered customer questions about sizing, accessories, and merchandise care.
- Rotated stock and restocked shelves to maintain product availability and store appearance.
- Engaged with customers to build rapport and loyalty.
- Engaged in friendly conversation with customer to better uncover individual needs.
- Stocked merchandise, clearly labeling items, and arranging according to size or color.
- Managed efficient cash register operations.
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
- Used in-store system to locate inventory and place special orders for customers.
Education
High School Diploma -
Zupanic Virtual Academy
Rialto, CA04.2009
Skills
- Problem-solving skills
- Positive Attitude
- Customer service and care
- Problem-Solving
- Goal-oriented mindset
- Clear Communication
- Customer Complaint Resolution
- Documenting information
- Customer needs determination
- Ensuring customer satisfaction
- Service support
- Critical Thinking
- Information documentation
- Recordkeeping proficiency
- Internet savvy
Expertise
- Windows XP - Windows 11 Home Edition
- Graphic Design
- Time Management
- Microsoft Suite
Timeline
TSA TCC AGENT
KECH INC
11.2023 - Current
Call Center Customer Service Advisor
OUTLOOK AMUSEMENTS Inc.
09.2014 - Current
Head Hostess
Buca Di Beppo
01.2014 - 10.2014
Front End Sales Associate
Dollar General
08.2013 - 12.2013
High School Diploma -
Zupanic Virtual Academy
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