Ashley Munns
North Lauderdale,FL
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, ad providing customized solutions to build loyalty.
Overview
22
22
years of professional experience
Work History
Digital Sales Specialist
Macys Call Center
06.2024 - Current
- Developed sales leads and uncovered new business opportunities through prospecting and cold calling.
- Increased sales average through prospecting for new business at networking events and cold calling.
- Maximized ROI of advertising campaigns through continual analysis of performance, response-rates and results.
- Developed and maintained courteous and effective working relationships.
- Excellent communication skills, both verbal and written.
- Cultivated interpersonal skills by building positive relationships with others.
- Skilled at working independently and collaboratively in a team environment.
Customer Care Representative
American Express
10.2022 - 05.2024
- Provide exceptional customer service by responding to inquiries, resolving issues, and offering tailored solutions to enhance client satisfaction and loyalty with American Express products and services
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Assisted call-in customers with questions and orders.
- Navigated multiple computer systems and applications to find information.
- Maintained up-to-date knowledge of product and service changes.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Investigated and resolved accounting, service and delivery concerns.
- Delivered prompt service to prioritize customer needs.
- Responded proactively and positively to rapid change.
- Created and maintained detailed database to develop promotional sales.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Identified and resolved discrepancies and errors in customer accounts.
- Investigated and resolved customer inquiries and complaints quickly.
- Increased efficiency and team productivity by promoting operational best practices.
Clinical Operations Health Specialist II
MDLive, Inc.
01.2014 - 01.2018
- Managed key operational aspects of clinical services, ensuring adherence to health regulations and standards
- Provided specialized health support and services, contributing to the delivery of patient-centric care
- Communicated with patients to understand health needs and challenges.
- Educated clients and families about rights and responsibilities.
Customer Service Rep
Alorica
01.2014 - 12.2014
- Managed customer inquiries and resolved issues efficiently to ensure satisfaction
- Maintained high service standards, contributing to a positive and supportive customer experience
Customer Service Rep
Global Response
01.2013 - 12.2013
- Addressed and efficiently resolved customer inquiries, ensuring satisfaction and maintaining company reputation for service excellence
- Implemented problem-solving strategies to address and rectify diverse customer issues, contributing to the enhancement of customer experience
Customer Service Rep Inbound Sales
Teleperformance
01.2011 - 12.2013
- Addressed incoming customer inquiries, ensuring high-quality service while effectively identifying client needs to offer relevant products and services
- Facilitated sales transactions with attention to detail and adherence to company protocols, contributing to the achievement of team sales goals
- Responded to customer requests for products, services, and company information.
- Promptly responded to inquiries and requests from prospective customers.
- Managed timely and effective replacement of damaged or missing products.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Responded proactively and positively to rapid change.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Delivered prompt service to prioritize customer needs.
Sales Agent
Tcc Media
01.2011 - 12.2011
- Cultivated strong customer relationships, resulting in increased client satisfaction and repeat business
- Implemented effective sales strategies to meet and exceed personal sales targets
- Explained features and advantages of [Type] products or services to promote sales.
- Informed customers of promotions to increase sales productivity and volume.
- Negotiated prices, terms of sales and service agreements.
- Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
- Set and achieved company defined sales goals.
- Attended monthly sales meetings and quarterly sales trainings.
- Contributed to team objectives in fast-paced environment.
Retail Sales Associate
Burlington Coat Factory
01.2007 - 12.2009
- Supported daily store management, ensuring efficient operational workflows and customer satisfaction
- Contributed to team oversight, fostering a collaborative environment for staff and clientele
- Greeted customers and helped with product questions, selections, and purchases.
- Answered questions about store policies and addressed customer concerns.
- Used in-store system to locate inventory and place special orders for customers.
- Greeted customers and provided outstanding customer service.
- Helped customers complete purchases, locate items, and join reward programs.
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
- Provided exceptional services and pleasant shopping experiences to retail customers.
- Worked to meet or exceed special targets for credit card applications, special donations and specific product promotions.
- Engaged in friendly conversation with customer to better uncover individual needs.
- Built customer loyalty and retention by delivering excellent shopping experiences.
- Maintained up-to-date knowledge of store sales, payment policies and security standards.
- Monitored customers for signs of security concerns and escalated issues to management.
Assistant Store Manager
Dots LLC
01.2003 - 12.2005
- Provided customer assistance, ensuring satisfaction and streamlining the sales process
- Facilitated product selection by offering knowledgeable recommendations based on customer needs
- Processed payments for credit and debit cards and returned proper change for cash transactions.
- Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
- Verified inventory counts remained within monthly tolerance levels and compiled financial data in compliance with budget.
- Maintained positive customer relationships by responding quickly to customer service inquiries.
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
- Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
- Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
- Rotated merchandise and displays to feature new products and promotions.
- Reconciled daily sales transactions to balance and log day-to-day revenue.
- Walked through store areas to identify and proactively resolve issues negatively impacting operations.
- Created and maintained safe and secure work environments for employees.
- Interacted well with customers to build connections and nurture relationships.
- Supervised creation of exciting merchandise displays to catch attention of store customers.
- Reported issues to higher management with great detail.
- Trained and guided team members to maintain high productivity and performance metrics.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Implemented business strategies, increasing revenue, and effectively targeting new markets.
Education
High School Diploma -
Plantation High School
Plantation, FL06-2003
Skills
- Windows Software Proficiency
- Fast and Accurate Typing
- Automated Systems
- Client Engagement Strategies
- Clear Oral Communication Skills
- Written Communication
- Customer Issue Resolution
- Team Coordination
- Proven Sales Skills
- Customer Support Expertise
- Proficient in Listening
- Proven Patience Skills
- Effective Time Management
- Proficient Computer Skills
- Efficient Problem Resolution
- Strong Interpersonal Communication
- Compassionate Communication
- Thorough Product Familiarity
- Data Entry Proficiency
- Resolution Facilitation
- Custom order management
- Email correspondence
- Billing coordination
- Call logging
- Cultural awareness
- Task prioritization
- Call handling
- Customer service
- Decision-making
- Relationship building
- Data entry
- Quality assurance
- Call center experience
- Phone etiquette
- Multitasking and organization
- First call resolution
- Inbound customer service
- Payment processing
- Product education
- Brand representation
Timeline
Digital Sales Specialist
Macys Call Center
06.2024 - Current
Customer Care Representative
American Express
10.2022 - 05.2024
Clinical Operations Health Specialist II
MDLive, Inc.
01.2014 - 01.2018
Customer Service Rep
Alorica
01.2014 - 12.2014
Customer Service Rep
Global Response
01.2013 - 12.2013
Customer Service Rep Inbound Sales
Teleperformance
01.2011 - 12.2013
Sales Agent
Tcc Media
01.2011 - 12.2011
Retail Sales Associate
Burlington Coat Factory
01.2007 - 12.2009
Assistant Store Manager
Dots LLC
01.2003 - 12.2005
High School Diploma -
Plantation High School
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