Ashley Ross
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
20
20
years of professional experience
Work History
Office Manager
Kids R Kids
02.2020 - Current
- Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
- Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
- Maintained accurate financial records by reconciling accounts payable/receivable transactions regularly to ensure balanced budgets.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Coordinated office events and meetings, ensuring timely execution and optimal scheduling for all participants.
Customer Service Rep
JP Morgan Chase
05.2017 - 02.2020
- 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.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Claims Representative
Allstate Insurance
05.2015 - 05.2017
- Issued payouts to claimants.
- Reviewed questionable claims by conducting agent and claimant interviews to correct omissions and errors.
- Collected and tracked evidence in support of legal processes.
- Determined liability outlined in coverage and assessed documentation such from police and healthcare providers to understand damages incurred.
- Negotiated with claimants to settle claims.
- Documented all findings in concise reports.
Executive Assistant
Royal Sonesta Hotel Houston
08.2012 - 05.2015
- Created expense reports, budgets and filing systems.
- Managed the CEO’s complex and frequently changing travel arrangements and coordinated the pre-planning of trips.
- Frequently used word processing, spreadsheet, database and presentation software.
- Located and attached appropriate files to incoming correspondence requiring replies.
- Ordered all office supplies including ink cartridges, toner, and paper.
- Carefully wrote down all phone messages and relayed them to the appropriate personnel.
- Greeted visitors entering the office, determined the nature and purpose of visit and directed them to the appropriate destination.
- Supported the human resources department in the annual employee review process to manage performance merit increases.
Call Center Representative
Sprint
07.2008 - 08.2012
- Greeted customers in a timely fashion, while quickly determining their needs.
- Processed cash and credit payments rapidly and accurately.
- Verified that all customers received receipts for their purchases.
- Recommended alternative items if product was out of stock.
- Worked with the management team to implement the proper division of responsibilities.
- Asked open-ended questions to assess customer needs.
- Dedicated to continuously improving sales abilities and product knowledge.
- Resolved all customer complaints in a professional manner while prioritizing customer satisfaction.
Production Lead
Tyco
05.2005 - 07.2008
- Set up and verified the functionality of safety equipment.
- Assisted machine operators with finished pieces.
- Kept work areas clean and neat.
- Reviewed processing schedules and production orders concerning inventory requirements, staffing requirements, work procedures and duty assignments, considering budgetary limitations and time constraints.
- Maintained necessary level of communications between shifts.
- Supervised and motivated staff and management.
- Oversaw the production process and managed the production schedule.
- Ensured that all health and safety guidelines were followed.
- Trained staff of 10 direct labor employees to perform assembly and manufacture of product.
- Planned, scheduled and delegated daily work.
Education
High School Diploma -
Memorial High School
Victoria, TX2005
Skills
- Customer service
- Policy development
- Office management
- Organizational skills
- Data entry
- Inventory control
- Staff management
- Administrative oversight
- Employee training
Timeline
Office Manager
Kids R Kids
02.2020 - Current
Customer Service Rep
JP Morgan Chase
05.2017 - 02.2020
Claims Representative
Allstate Insurance
05.2015 - 05.2017
Executive Assistant
Royal Sonesta Hotel Houston
08.2012 - 05.2015
Call Center Representative
Sprint
07.2008 - 08.2012
Production Lead
Tyco
05.2005 - 07.2008
High School Diploma -
Memorial High School
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