Ashley Reynolds
Miami,FL
Summary
Service-focused professional bringing unparalleled skills in customer relations, task prioritization, and time management. Motivated to directly and efficiently address customer concerns head-on, develop proactive solutions, and implement corrections with efficiency. Proficient in customer service management software with expertise in related roles.
Overview
13
13
years of professional experience
Work History
Advisor II Technical Support
Concentrix
06.2023 - Current
- Answered inbound calls, chats and emails to facilitate customer service.
- Communicated with customers to identify issues, walk through solutions and initiate corrective actions to restore service and functionality.
- Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.
- Documented and updated case notes for each customer and work order.
- Documented repair processes and helped streamline procedures for future technical support actions.
Customer Service Representative
Tru Green Chem Lawn Glenarm
Memphis, TN
02.2023 - 06.2023
- Made outbound calls to obtain account information.
- Assisted customers in the benefits of the different lawn care plans.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
Customer Service Representative
Afni Inc, Verizon
Opelika, AL
01.2023 - 03.2023
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
Postal Support Employee Processing Clerk
United States Post Office
Miami, FL
11.2022 - 12.2022
- Loaded letters into automated processing equipment and maintained continuous flow when feeding letters to be sorted.
- Supported shipping and receiving needs by loading and unloading transportation vehicles and containers.
- Operated mail processing equipment and manually sorted mail.
City Carrier Assistant
USPS
Miami , Florida
08.2022 - 11.2022
- Route all classes of mail in sequence of delivery along an established route.
- Use portable devices to maintain system records by scanning items delivered to homes and businesses.
- Prepare and separate all classes of mail to be carried by truck to relay boxes along the route for subsequent delivery
- Deliver mail along a prescribed route, on foot or by vehicle, on a regular schedule, picking up additional mail from relay boxes as needed.
- Provided exemplary services to customers by being pleasant and engaging and offering to assist with mail-related concerns.
- Gathered mail and packages from mailboxes on foot and by vehicle on designated route.
Certified Correctional Officer
FDOC
Doral, FL
05.2018 - 08.2022
- Deescalated confrontations when they occur.
- Led intake and processing of inmates by handling paperwork, searches, interviews, and fingerprinting.
- Prepared, processed, and maintained forms, reports, logs, records, and activity journals.
- Observed and supervised inmates throughout visits, meal time, recreation, phone calls, and showers.
- Inspected cells and conducted random searches of common areas.
- Employed de-escalation techniques, verbal commands and physical and mechanical restraints to address unruly inmates.
Cashier
Walmart
11.2012 - 05.2018
- Kept an accurate record of all transactions using cash registers or other points of sale systems.
- Collected payment from customers for items purchased using cash, check, or credit card.
- Scanned items’ barcodes using a computer system to track inventory and prices.
- Interacted with customers to provide information about products and services.
911 Operator Emergency Call Taker
City of Miami Police Department
Miami, FL
08.2023 - Current
- Answered incoming 911 calls and provided appropriate assistance to callers.
- Provided pre-arrival instructions to callers in need of medical, fire, or police assistance.
- Gathered pertinent information from the caller including location, type of emergency, and any other necessary details.
- Performed data entry into computer system to document call information.
- Responded quickly and calmly during high stress situations.
Recovery Associate
Macy's
Miami, FL
03.2011 - 12.2012
- Determined customer needs based on customer preferences; suggest additional merchandise to compliment customer selection.
- Retrieved additional merchandise at customers’ request (i.e., retrieve merchandise from stockroom; pull merchandise to assist customers in the fitting room).
- Developed new business and expand client base through in-store interaction, suggestive selling, and on-the-floor presence.
- Assisted in inventory and markdown process, picking, packing, and shipping merchandise to fulfill digital customer orders.
- Returned items to correct location on sales floor following established display requirements for appearance.
- Organized merchandise overstock on stockroom shelving.
Education
High School Diploma -
Miami Central Senior High School
Miami, FLSkills
- Proficient with Microsoft Office
- Excellent Customer Service
- Multitasking Abilities
- Oral & Written Communication
- Data Entry
- Complex Problem-Solving
- Clerical Support
- Payment Collection
- Strong Interpersonal Skills
- Outstanding Leadership Skills
- Technical Troubleshooting
- Issue Research
- Troubleshooting and Diagnosing
- Technical Support
- Online Communications
Timeline
911 Operator Emergency Call Taker
City of Miami Police Department
08.2023 - Current
Advisor II Technical Support
Concentrix
06.2023 - Current
Customer Service Representative
Tru Green Chem Lawn Glenarm
02.2023 - 06.2023
Customer Service Representative
Afni Inc, Verizon
01.2023 - 03.2023
Postal Support Employee Processing Clerk
United States Post Office
11.2022 - 12.2022
City Carrier Assistant
USPS
08.2022 - 11.2022
Certified Correctional Officer
FDOC
05.2018 - 08.2022
Cashier
Walmart
11.2012 - 05.2018
Recovery Associate
Macy's
03.2011 - 12.2012
High School Diploma -
Miami Central Senior High School