Ashley O'Dell
Vincennes,IN
Summary
Accomplished Customer Service Manager with a proven track record at SparkLight, enhancing customer satisfaction and loyalty through expert problem-solving and exceptional team leadership. Skilled in Microsoft Office and adept at fostering customer-focused environments, significantly reducing complaints by fostering proactive solutions. Specializes in training and mentoring, leveraging outstanding communication skills to exceed performance targets. 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. Personable professional with exemplary customer service skills. Knowledgeable in tackling issues and concerns with poise.
Overview
13
13
years of professional experience
Work History
Customer Service Manager
SparkLight
04.2022 - 06.2024
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Managed an team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Regularly traveled to Taylorville, IL to visit my offices, meet with my team members, and handle community events within our communities.
Lead Customer Service Representative
SparkLight
05.2017 - 04.2022
- Managed a team of customer service representatives, consistently achieving performance targets and goals.
- Enhanced customer satisfaction by efficiently resolving complex issues and providing timely solutions.
- Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
- Engaged clients in person and over phone to answer questions and address complaints.
Customer Service Representative
SparkLight
05.2011 - 05.2017
- 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.
Education
High School Diploma -
Vincennes University
Vincennes, IN05.2004
Some College (No Degree) - Nursing
Vincennes University
Vincennes, INSkills
- Customer Service
- Problem-Solving
- Microsoft Outlook, Word, and Excel
- Customer-focused
- Customer Relations
- Time Management
- Training and mentoring
- Decision-Making
- Adherence to high customer service standards
- Complaint resolution
- Team Building and Leadership
- Exceptional telephone etiquette
Timeline
Customer Service Manager
SparkLight
04.2022 - 06.2024
Lead Customer Service Representative
SparkLight
05.2017 - 04.2022
Customer Service Representative
SparkLight
05.2011 - 05.2017
High School Diploma -
Vincennes University
Some College (No Degree) - Nursing
Vincennes University