Ashley Phillips
Fort Worth,TX
Summary
Dynamic professional with a proven track record in customer service and technical support, including a notable tenure at Vivid Seats. Excelled in resolving high-value customer issues and enhancing the customer experience. Skilled in Microsoft Office and troubleshooting, blending technical acumen with exceptional interpersonal skills.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Concierge Associate
Vivid Seats
04.2022 - 03.2024
- Promoted from Sales Agent
- Handle customers who spend 50k+
- Assist customer with purchasing event tickets
- Negotiate prices with customers
- Investigate instances in which customer experience has been affected, determine where fault lies, and resolve issues fairly and constructively
- Handle day-to-day interactions with sellers beyond the scope of traditional customer service responsibilities
- Navigate order queue and determine what requires attention to provide real-time assistance
Product Associate
Thomson Reuters OneSource
10.2017 - 03.2022
- Provide support to customers via phone, email and/or chat leveraging internal resources in a timely manner
- Work on cases/tickets according to established departmental practices
- Document all interactions following standard operating procedures
- Collaborate with other support teams involving integration between ONESOURCE products
- Improve the quality of the customer experience on a daily basis
- Escalate calls to supervisor when necessary and appropriate
- Assist other Support teams based on need and availability
Technical Support Representative
Teleperformance
09.2015 - 10.2017
- Provide front line, first level, technical assistance for consumers
- Supporting Client specific high speed internet services delivering an exceptional customer experience
- Resolve technical problems, within a fast paced, customer facing environment
- Troubleshooting and issue resolution assistance with Client service and/or devices specific issues including internet connectivity and performance troubleshooting
- Supporting customer needs related to Client specific high speed internet services and or devices including troubleshooting, triage, and additional required resolution techniques
- Deliver in scope support for internet service and connectivity related issues pertaining to operating system, PC, and browser configuration
Education
B.A. - Business Administration
Northwestern State University of Louisiana
Natchitoches, LA05.2017
High School Diploma - General
Franklin Parish High School
Winnsboro, LA12.2013
Skills
- Excel
- Microsoft Office
- Sales
- Customer Service
- Troubleshooting
- Technical Support
- IOS
- Mac OS
Certification
Driver's License
Timeline
Concierge Associate
Vivid Seats
04.2022 - 03.2024
Product Associate
Thomson Reuters OneSource
10.2017 - 03.2022
Technical Support Representative
Teleperformance
09.2015 - 10.2017
B.A. - Business Administration
Northwestern State University of Louisiana
High School Diploma - General
Franklin Parish High School
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