Ashley Roldan
WInchester,CA
Summary
Seeking a position providing opportunity to make a strong contribution by utilizing and expanding upon my related education, skills, experiences and capabilities. Experience delivering customer service and administrative excellence, including clerical support and public interaction. Excels in calendar management, scheduling, data entry and database administration. Confident Technical Analyst with development, implementation and support experience. Dedicated professional with more than 10 years of familiarity in overseeing diagnostics and troubleshooting tasks.
Overview
17
17
years of professional experience
Work History
SEO Technical Analyst
ProSites, Inc
11.2023 - Current
- Perform on‐page optimization and content editing, including call‐to‐action statements, headlines, meta tags, page titles, alt tags, and description to improve and sustain clients’ sites’ organic rankings on major search engines.
- Perform keyword research, analysis, and implementation of targeted keywords.
- Analyze ranking reports and analytics data which may include competitive analysis.
- Support management in addressing escalated client issues around campaign deliverables and performance.
- Performed quality assurance and quality control assessments of support ticket fulfillment.
DPS Administrative Assistant
Pechanga Resort Casino
05.2023 - Current
- Support administrative tasks for Directors of Department of Public Safety
- Maintain team member personnel files
- Provide clerical support as well as maintain supplies/inventory of all division of the Department of Public Safety
- Maintaining confidential files/cases of occurrences throughout the hotel/casino
- Assisting Risk Management Department with claims process as well as identifying and analyzing risk to minimize the severity and recurrence of events that could potentially impact patron safety or result in significant financial loss.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Supported executive staff through scheduling meetings, coordinating travel arrangements, and preparing crucial documents.
Hotel Night Auditor
Pechanga Resort & Casino
05.2022 - 05.2023
- Ensure compliance with the standards of the provisions of Hotel Operation internal controls, Outside Agency Regulations and good business practices and that internal controls and procedures are efficient, effective and economical
- Review reports for accuracy of hotel reservations and revenue
- Maintain knowledge of all current promotions and rate plans
- Proficiently operate moderately complex computer applications including, but not limited to, Hotel PMS, Bally’s CMP, and all Microsoft applications including Word and Excel.
- Balanced hotel accounts and resolved discrepancies.
- Set up and entered financial data into spreadsheets using Microsoft Excel.
Technical Support Specialist
Prosites, Inc
03.2019 - 06.2021
- Implement client product and services and educate clients about the use of products and additional service opportunities including, but not limited to, Dental Symphony, SnapEngage, and CallRail
- Maintain a high level of ownership and responsibility to assist and follow up with client request through case work via Salesforce or email
- Perform real-time troubleshooting with clients to resolve technical issues.
- Improved customer satisfaction by efficiently resolving technical issues and providing timely support.
- Collaborated with cross-functional teams for complex problem-solving, leading to improved operational efficiency.
- Managed high-volume ticket queues while maintaining exceptional levels of customer service and satisfaction.
Customer Care Representative
Prosites, Inc
08.2017 - 03.2019
- Proficient knowledge of Salesforce CRM
- Excellent Customer service skills over the phone as well as email communication
- Complete client requests efficiently and in a timely manner via casework and emails through Salesforce
- Remain knowledgeable Email Trouble Shooting, Domains, DNS Records, Facebook Ads, SMM, SEO as well as HTML/CSS coding to perform website and design edits to client website.
- Managed high call volume with exceptional professionalism and efficiency.
- Utilized CRM systems to accurately track customer interactions and update account information.
Guest Services Representative
Pechanga Resort & Casino
01.2013 - 08.2017
- Customer service: Meeting and greeting clients and assisting them with their basic needs
- Identify and explain room features to guests; supply guests with directions and information regarding property amenities, services and hours of operations
- Uphold all AAA 4 Diamond standards and procedures
- Cash Handling: Processing transactions; Secure payment; Verify and adjust billing
- Answering phones: Providing customer support in a high volume call center; Assisting guest with reservations and other casino & resort related request.
- Managed guest inquiries via telephone, email, and in-person communication, ensuring accurate information delivery.
Teller
Wells Fargo Bank
07.2009 - 09.2012
- Managed high-volume transactions efficiently while maintaining attention to detail, ensuring accurate processing for customers.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Increased cross-selling opportunities by identifying customer needs and recommending appropriate banking products or services.
- Supported team members in achieving branch goals through collaboration, communication, and shared responsibilities.
- Identified sales opportunities and referred customers to branch partners in financial services.
Customer Service/Transaction Coordinator
Reliable Realty Inc
08.2007 - 07.2009
- Organized and maintained digital files for easy access, streamlining the document retrieval process during audits or inquiries.
- Managed sensitive client information securely to maintain confidentiality and uphold company privacy policies strictly.
- Conducted consistent follow-ups with clients to address any concerns or questions related to their transactions promptly.
- Supported agents in generating leads through effective marketing strategies that attracted potential buyers or sellers to listings actively managed by our team.
- Improved overall efficiency of the office by creating templates and checklists for recurring tasks in the transaction process.
- Ensured smooth transaction coordination by managing timelines, deadlines, and documentation requirements.
Education
Some College (No Degree) -
Mt. San Jacinto Community College
Menifee, CASkills
- Skills and Abilities:
- Proficient in
- Microsoft Office (Word, Outlook, Excel)
- Professional
- Excellent customer service skills and attention to detail
- Exceptional with multi-tasking and time management
- Document Retrieval
- Excel Spreadsheets
Additional Information
- Achievements: , 100% Secret Shopper Awards Team Member of the Month GEM awards
Timeline
SEO Technical Analyst
ProSites, Inc
11.2023 - Current
DPS Administrative Assistant
Pechanga Resort Casino
05.2023 - Current
Hotel Night Auditor
Pechanga Resort & Casino
05.2022 - 05.2023
Technical Support Specialist
Prosites, Inc
03.2019 - 06.2021
Customer Care Representative
Prosites, Inc
08.2017 - 03.2019
Guest Services Representative
Pechanga Resort & Casino
01.2013 - 08.2017
Teller
Wells Fargo Bank
07.2009 - 09.2012
Customer Service/Transaction Coordinator
Reliable Realty Inc
08.2007 - 07.2009
Some College (No Degree) -
Mt. San Jacinto Community College
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