Ashley Pierson
AZ
Summary
Experienced support specialist with a successful history in managing data, technical issues, and personnel support tasks in a distributed environment. Highly motivated and detail-oriented, possessing excellent interpersonal and problem-solving skills. With 11 years of industry experience, knowledgeable in team leadership, strategic planning, and operational management. Effective communication and organizational abilities contribute to driving project success. Consistently fosters productive work environments and achieves established goals.
Overview
15
15
years of professional experience
Work History
Customer CARE Ops Support Specialist2
Nordstrom
05.2023 - Current
- Act as a Brand Ambassador for the Nordstrom company, providing world-class service to all internal and external Customers
- Support Customers via multiple inbound and outbound channels including but not limited to e-mail, chat, phone, teams and more
- Resolve escalated Customer inquiries quickly and accurately, offering effective solutions
- Continuously look for areas of improvement and communicate feedback and suggestions
- Utilize problem Customer solving skills to effectively offer solutions, support and mentorship to CARE Specialists
- Use multiple systems to research and document order issues
- Test and provide feedback for new training, processes, procedures and systems
- Work with international order through Borderfree/Consulate
- Proficient with Windows based applications and ability to perform basic troubleshooting
- Assisted international clients with inquiries, providing solutions and resolving customer issues and ensure satisfaction
- Assisted in scheduling appointments with efficiency and accuracy, accommodating client preferences and availability
- Acted as a point of contact for escalated customer inquiries, demonstrating strong problem-solving skills
- Initiated outreach campaigns to follow up with customers, garnering valuable feedback and fostering strong relationships
- Worked as a Customer Care Lead to be a point of contact for escalated customers
Online Beauty Specialist
Nordstrom
04.2016 - Current
- Provides consultative services to clients, including makeup and skincare product recommendations
- Meeting monthly sales targets by adequately training and coaching personnel in consultative techniques
- Remains current on new products and trends to provide up-to-date and visually appealing makeup looks
- Assists customers with color matching and demonstrates the proper use of products
- Ability to work independently and manage multiple clients and projects effectively
- Develops communication plans and pipelines for the team and executes business communications accordingly
- Serves as a subject matter expert, source of guidance, and direction to the team and department, in areas of policy, performance, best practices, and more
- Managed client bookings, scheduling, and communications to ensure smooth operation of services
- Maintained up-to-date knowledge of makeup trends, techniques, and products to provide current and relevant services
Customer Service Specialist
Nordstrom
11.2015 - 04.2016
- Provided world-class service and customer education at every interaction, consistently exceeding service, and quality metrics
- Regularly audited processes and implemented process improvements to streamline work tasks
- Worked in an inbound, high-volume call center environment providing remarkable service to customers
- Built trust and established rapport with customers through active listening, identifying any underlying concerns, and providing solutions
- Asked discovery questions to determine customers' needs, then made suggestions according to products and services offered
- Partnered with training and development to provide on-the-job training and best practice guides for new hires and associates needing refresher training
- Designated as a departmental resource, responsible for providing service and support to executive leadership and subordinate agents in all aspects of standard operating procedures and best practice guidelines
- Aligned with executive leadership to identify, develop, and define quality and control standards
Sales Associate
Nordstrom - Bobbi Brown
12.2013 - 11.2015
- Provided superior customer service experience, greeting, and acknowledging all customers upon entry and resolving all questions or concerns regarding product and promotional offers
- Operated Point of Sales and inventory management systems to process transactions and track inventory availability
- Partnered with other Sales Associates to maintain a visually appealing sales floor, including restocking shelves, setting up store displays and signage, and following cleaning and maintenance procedures
- Educated customers and subordinates on cosmetic trends, performed demonstrations, and identified best practices
- Remained current on product and promotional offers to drive sales and adequately refer customers to the appropriate product or service to meet their individual needs
- Assisted managers with day-to-day operations, interpreting historical data to forecast workloads, then planned and delegated tasks accordingly
- Monitored and audited subordinate's performance, quality, and regulatory compliance and identified opportunities for improvement
- Manages stock and inventory management activities, including unloading pallets, tracking inventory, and ordering products
Sales Associate
Dillard's - Bobbi Brown
01.2012 - 11.2013
- Responsible for participating in the day-to-day front-line and customer service operations
- Acted as a resource for customers, educating them on promotions and savings opportunities
- Resolved customer service issues regarding service complaints, product returns, and damaged goods
- Assisted in loss prevention by notifying management of suspicious transactions and behavior within the store
- Collaborated with operations leadership to develop solutions to fill in gaps pertaining to customer expectations
- Identified loopholes and opportunities to improve operations
- Assisted in the onboarding process of new employees, ensuring smooth integration into company procedures and culture
Receptionist and HR Assistant
Dillard's - Aveda
03.2010 - 01.2012
- Managed and monitored daily schedules and kept executives on schedule for obligations
- Anticipated the needs of executives based on calendar obligations and prepared in advance for meetings and obligations
- Partners with managers to provide training and support to new employees through goal setting, mentoring, coaching, and assignment of effective training and development opportunities
- Handled administrative tasks such as filing, data entry, and preparing reports to support salon operations
- Provided exceptional customer service, addressing client needs and concerns promptly to enhance overall satisfaction
- Trained and supervised junior receptionists, ensuring adherence to company policies and procedures
- Supported hiring processes and maintained personnel records, ensuring HR compliance and adherence to company policies
- Assisted in the recruitment process by posting job openings, screening resumes, and scheduling interviews
- Utilized Workforce Management Systems to streamline scheduling, timekeeping, and compliance, ensuring efficient workforce management and reporting
Education
B.S. - Global Politics
University of Colorado
International Studies
Alabama A&M University
Skills
- Excellent Interpersonal Skills
- Prioritization & Problem Solving
- Verbal & Written Communication
- Performance Monitoring
- Organized & Resourceful
- Attention to Detail
- Customer Relations
- Personnel Training & Development
- Management, Oversight & Accountability
- Time Management
- Compliant Resolution
- Direct Sales
- Customer Relationship Management
- Software
- Sales Proficiency
- Inter-department Collaboration
- Cash Handling
- Adept in Technology
- Flexibility & Adaptability
- Computer Software Proficiency
- Microsoft Office Applications
- Multitasking
- Process Improvement Specialist
Timeline
Customer CARE Ops Support Specialist2
Nordstrom
05.2023 - Current
Online Beauty Specialist
Nordstrom
04.2016 - Current
Customer Service Specialist
Nordstrom
11.2015 - 04.2016
Sales Associate
Nordstrom - Bobbi Brown
12.2013 - 11.2015
Sales Associate
Dillard's - Bobbi Brown
01.2012 - 11.2013
Receptionist and HR Assistant
Dillard's - Aveda
03.2010 - 01.2012
International Studies
Alabama A&M University
B.S. - Global Politics
University of Colorado