Ashley Nicholson

• Completed over 100 quality scorecards each month for Customer Service Agents to identify potential compliance risks and internal process deficiencies, and provided coaching feedback to support continuous improvement.
• Performed an average of five client audits per month to assess account health and provide recommendations for identified improvements.
• Led quality assurance initiatives to enhance product reliability and customer satisfaction.
• Implemented process improvements that reduced defects and streamlined workflow efficiency.
• Developed comprehensive training programs for QA teams to ensure adherence to standards.
• Conducted regular audits and assessments to maintain compliance with industry regulations.
• Mentored junior QA staff, fostering a culture of continuous improvement and accountability.
• Collaborated with cross-functional teams to integrate quality metrics into project planning.
• Analyzed data trends to identify areas for enhancement in testing methodologies.
• Conducted root-cause analysis to identify areas for improvement within the production process.
• Implemented continuous improvement initiatives that resulted in enhanced efficiency of QA operations.
• Served as subject matter expert during internal audits, demonstrating adherence to regulatory norms throughout all stages of production life cycle.
• Experienced in processing supply orders for drug testing and providing support in escalated situations related to ordering activities.

• Developed personalized communication plans to enhance customer engagement and loyalty.
• Adhered to appropriate legal scripting when required.
• Contributed to company growth by upselling additional products and services during support interactions.
• Provided exceptional support for new customers, ensuring seamless onboarding experiences.
• Led initiatives to enhance the overall customer experience, reducing churn rates significantly.
• Enhanced customer satisfaction by addressing and resolving complex issues promptly.
• Managed approximately 30-40 incoming calls per day from customers.

• Providing technical and billing assistance for the AT&T Entertainment group previously known as Directv.
• Processing payments, payment arrangements, upselling channels and packages.
• Finding solutions for technical issues and dispatching technicians, when necessary.
• Resolved customer inquiries using CRM systems to enhance satisfaction and retention.
• Trained new team members on company policies and effective customer interaction techniques.
• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
• Responded to customer requests for products, services, and company information.
• Averaged 40-45 incoming calls to assist customer with technical concerns.
• Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
• Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
• Assisted customers in navigating company website and placing online orders, improving overall user experience.

• Handled an average of 40-45 incoming client calls daily, with additional follow-up on escalated cases to ensure appropriate resolution.
• Departments included Customer Service and Retention.
• Assisting incoming calls for AT&T Mobility customers. Including payments, processing orders, and assisting with general questions regarding phone, data, messaging use.
• Promoted to handle special accounts for the WAVE survey group and placed outbound calls to verify all issues had been resolved with the previous representative.
• Specialized in retaining customers in high stress situations while maintaining a positive and upbeat attitude.
• Involved in the “nesting” program for new agents in both Customer Service & Retention. Trained new agents on how to handle difficult customer situations and supported them with questions during nesting.
• Supported management and took escalated calls when needed. Provided floor support on a regular basis.
• Managed service requests efficiently, ensuring timely resolutions within established guidelines.
• Analyzed customer feedback to identify trends and improve service delivery processes.
• Developed strong product knowledge to provide informed recommendations based on individual customer needs.
• Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
• Educated customers about billing, payment processing and support policies and procedures.
• Responded proactively and positively to rapid change.

Top 10% of graduating class.