Ashley Roten
Rineyville,KY
Summary
Motivated Shift Leader enthusiastic about helping team members meet and exceed objectives with compassionate leadership. Talented trainer and operational problem-solver with front-line experience and collaborative nature. Resourceful in balancing customer, company and employee needs.
Overview
8
8
years of professional experience
Work History
Shift Leader
North South Consulting Group
Elizabethtown, KY
01.2024 - 09.2024
- Provided exceptional customer service and maintained a positive attitude throughout the shift.
- Ensured staff was properly trained on all aspects of their job duties, including safety protocols.
- Monitored employee performance to ensure compliance with company policies and procedures.
- Assisted in training new employees on shift operations.
- Resolved customer complaints promptly and professionally.
- Communicated effectively with other departments within the organization regarding staffing needs or operational issues.
- Supervised and led employees to maintain productivity and customer service levels.
- Handled escalated customer concerns and emergencies in absence of manager or supervisor.
- Coached team members to increase productivity and reduce workplace accidents.
- Mentored and coached staff by giving employees suggestions and feedback to improve job performance.
- Upheld company standards and compliance requirements for operations.
- Positioned skilled staff in key areas throughout shift to optimize department productivity.
- Evaluated employee performance, delivering individualized feedback and praise.
- Trained new employees on company policies, operational procedures, and customer service standards.
Customer Care Representative
North South Consulting Group
Elizabethtown, KY
03.2023 - 09.2024
- Answered customer inquiries over the phone and via email.
- Provided accurate, valid, and complete information to customers.
- Resolved customer complaints promptly and professionally.
- Built sustainable relationships of trust through open communication with customers.
- Assisted customers in navigating through website features and functions to locate desired information or products.
- Ensured compliance with company policies regarding privacy laws and data protection regulations.
- Utilized problem-solving techniques such as root cause analysis to identify recurring issues that could be addressed proactively.
- Adhered strictly to confidentiality guidelines when dealing with sensitive customer information.
- Provided training support for new hires related to customer service processes and procedures.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Delivered customer support to high call load each shift.
- Educated customers where applicable to alleviate need for future contact.
- Supported customers to maintain positive relationships throughout and following sales processes.
- Surpassed quality target by working through scripted response plans and applying personal knowledge base to resolve concerns.
- Evaluated and identified opportunities to drive process improvements that positively impacted customer experience.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
Team Leader, Sales Operations
Teleperformance USA - State Farm
Hodgenville, Kentucky
10.2022 - 03.2023
- Provided daily direction and guidance to team members in Sales Operations.
- Developed strategies for improving customer service standards and increasing sales productivity.
- Analyzed data to identify trends in customer behavior and preferences.
- Monitored staff performance and provided feedback on areas of improvement.
- Identified opportunities for process optimization within the department.
- Ensured compliance with company policies related to safety, security, and privacy regulations.
- Collaborated with other departments to ensure smooth workflow processes across the organization.
- Conducted regular performance reviews with team members to assess strengths and weaknesses.
- Coached team members on best practices for achieving success in their roles.
- Created detailed reports outlining key metrics such as sales volume, conversion rates.
- Organized training sessions for new employees on operational procedures.
- Implemented strategies to increase efficiency within the team.
- Developed methods for tracking progress against goals set by management.
- Provided technical support when necessary to resolve system issues or errors.
- Created and maintained documentation on sales processes, policies and training materials and assisted with onboarding new talent.
- Enhanced sales productivity by simplifying processes and evaluating new tools to foster team efficiency.
- Delegated work to staff, setting priorities and goals.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Directed and supervised staff performance.
- Identified appropriate solutions to minimize issues and quickly solve problems.
- Recruited and trained new employees to meet job requirements.
Team Leader, Sales Operations
Teleperformance USA - Extended Stay America
Hodgenville, Kentucky
06.2020 - 10.2022
- Provided daily direction and guidance to team members in Sales Operations.
- Developed strategies for improving customer service standards and increasing sales productivity.
- Maintained accurate records of customer orders, invoices, and payment information.
- Analyzed data to identify trends in customer behavior and preferences.
- Monitored staff performance and provided feedback on areas of improvement.
- Identified opportunities for process optimization within the department.
- Resolved customer complaints quickly and efficiently.
- Ensured compliance with company policies related to safety, security, and privacy regulations.
- Collaborated with other departments to ensure smooth workflow processes across the organization.
- Conducted regular performance reviews with team members to assess strengths and weaknesses.
- Coached team members on best practices for achieving success in their roles.
- Created detailed reports outlining key metrics such as sales volume, conversion rates.
- Organized training sessions for new employees on operational procedures.
- Implemented strategies to increase efficiency within the team.
- Actively participated in cross-functional meetings to discuss current projects.
- Developed methods for tracking progress against goals set by management.
- Provided technical support when necessary to resolve system issues or errors.
- Created and maintained documentation on sales processes, policies and training materials and assisted with onboarding new talent.
- Enhanced sales productivity by simplifying processes and evaluating new tools to foster team efficiency.
- Delegated work to staff, setting priorities and goals.
- Reviewed customer complaints to determine appropriate methods for resolution.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Directed and supervised staff performance.
- Identified appropriate solutions to minimize issues and quickly solve problems.
- Recruited and trained new employees to meet job requirements.
- Responded to customer inquiries and delivered appropriate information after carefully researching issues.
- Coached staff on strategies to enhance performance and improve customer relations.
- Supported sales team members to drive growth and development.
- Motivated sales professionals by delivering positive reinforcement and constructive feedback.
Customer Service Representative
Teleperformance USA, Extended Stay America
Hodgenville, KY
06.2020 - 09.2020
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- 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.
- Answered inbound calls, chats and emails to facilitate customer service.
- Developed strong customer relationships to encourage repeat business.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Used approved scripts to de-escalate angry customers during telephone interactions.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Supported sales team members to drive growth and development.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Conferred with customers by telephone or in person to provide information about products or services and take orders.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- Promoted available products and services to customers during service, account management and order calls.
- Exceeded established service goals while leveraging customer service, sales and employee management best practices.
- Mentored junior team members and managed employee relationships.
- Strengthened customer retention by offering discount options.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
Photographer
Lifetouch Photography
Hodgenville, Kentucky
04.2019 - 03.2020
- Set up lighting equipment and adjust camera settings to capture desired images.
- Organize and store digital photographs, negatives, and prints in an orderly fashion.
- Develop film, print photos, and make digital copies of existing photos.
- Edit photos using Adobe Photoshop and other software applications.
- Conduct interviews with subjects of a photoshoot to ensure comfort level during the session.
- Review proofs with clients to determine which images should be printed or published.
- Advise on appropriate poses, props, and backgrounds for each shot taken.
- Maintain photography equipment including cameras, lenses, lighting gear, tripods.
- Train assistants on proper use of photography equipment and techniques used in the industry.
- Compose creative shots from different angles that are visually appealing.
- Provide direction to models and subjects throughout photoshoots while capturing natural expressions.
- Ensure safety of people involved in photo sessions by following all applicable laws and regulations.
- Collaborate with art directors, stylists, makeup artists as part of a team effort.
- Deliver quality products within deadlines established by clientele.
- Work closely with editors and designers to create desired effects in post production editing.
- Attend workshops or seminars related to photography techniques and technology advancements.
- Photographed special events, parties, and portraits.
- Explained price and package details to customers.
- Cropped, manipulated, and performed color balance for final images.
- Set up lights, backdrops, and props for shoots and events.
- Set up camera control equipment, stands, and tripods for shoots.
- Saved and archived images and maintained master image library for future use.
- Directed models and subjects during photo shoots to capture desired expressions and poses.
Sales Support Coordinator
Bluegrass Cellular
Elizabethtown, Kentucky
12.2017 - 02.2018
- Provided administrative support to the sales team by maintaining accurate customer records and updating customer databases.
- Created weekly, monthly, quarterly reports for the sales department outlining progress towards goals.
- Maintained relationships with customers through regular follow-up calls and emails.
- Coordinated with vendors to ensure timely delivery of goods ordered by customers.
- Handled incoming inquiries from customers regarding product availability or other related issues.
- Prepared quotes for customers based on their needs and budget requirements.
- Processed orders received from customers via phone, email or web portal efficiently and accurately.
- Resolved customer complaints in a professional manner within established guidelines.
- Managed inventory levels of all products available for sale ensuring adequate stock is maintained at all times.
- Assisted with preparing contracts, invoices and other documents required for closing deals with clients.
- Performed quality checks on outgoing shipments before dispatching them to customers.
- De-escalated irate customers with communication skills and sales expertise.
- Followed-up with sales teams and customers with complex issues to coordinate resolutions.
- Fielded customer queries, providing clear, accurate answers to technical questions and support requests.
- Processed customer orders, exchanges and returns and kept customers informed about progress.
- Met performance standards consistently for answer rate, handle time and service quality.
- Maintained positive brand identity, leveraging strategic customer relation initiatives to promote affirmative relationships with clients and partners.
- Provided timely responses to customer inquiries, ensuring high levels of customer satisfaction.
- Developed and maintained detailed customer databases to enhance sales team efficiency.
- Managed CRM system, ensuring accurate data entry and providing reports for sales analysis.
- Facilitated communication between sales, marketing, and product development teams to align strategies.
- Coordinated and scheduled client meetings for sales representatives to maximize their productivity.
- Supported the sales team in achieving monthly and quarterly sales targets by providing administrative and technical support.
Copy Editor
The News Enterprise
Elizabethtown, KY
01.2017 - 12.2017
- Proofread and edited copy for grammar, punctuation, syntax and spelling accuracy.
- Checked text for consistency in style, tone and content throughout the document.
- Researched industry-specific terminology to ensure accuracy of copy.
- Ensured that all copy adheres to company style guidelines.
- Collaborated with writers and other editors to ensure content quality.
- Consulted with authors regarding changes or corrections needed in their manuscripts.
- Reviewed final drafts prior to publication or distribution.
- Identified areas where additional information was required or existing material could be streamlined.
- Suggested alternative words or phrases when necessary to clarify meaning or maintain consistency in tone.
- Assessed copyright laws and regulations related to published materials.
- Provided feedback on written pieces submitted by authors.
- Performed fact-checking on data included in publications.
- Conducted research into specific topics as needed for editorial projects.
- Translated technical jargon into simpler terms understandable by general audiences.
- Edited documents and assessed copy for grammar issues, delivering error-free materials to clients.
- Edited stories for grammar, punctuation, style and clarity.
- Proofread final drafts of articles prior to printing or publishing online.
- Managed multiple writing and editing assignments in dynamic environment within stated timelines.
Public Affairs Specialist - Temporary Contract
Prairie Quest
Fort Knox, Kentucky
11.2016 - 01.2017
- Developed and implemented public relations plans to promote awareness of organizational programs, services, and initiatives.
- Conducted media outreach activities such as press conferences and interviews with print, broadcast, and online outlets.
- Managed the development of informational materials including brochures, fact sheets, newsletters, web content, and other communications tools.
- Responded to inquiries from the public via email or phone regarding organizational policies or procedures.
- Researched current topics relevant to the organization's mission and drafted reports on findings for internal use.
- Developed strategies for disseminating information about new programs through social media channels.
- Collaborated with marketing team members on developing promotional materials aimed at increasing visibility of organization's work.
- Facilitated communication between internal departments and outside stakeholders.
- Reviewed performance data to evaluate success of particular messages, social media posts and public information campaigns.
- Maintained professionality and efficiency while working closely with leadership.
- Developed plans or materials to communicate organizational activities beneficial to environment, public safety or other important social issues.
- Wrote press releases or other media communications to promote clients.
Education
Certificate - Public Affairs Specialist
Defense Information School
Fort George G Meade, MD02-2012
High School Diploma -
Parkview High School
Springfield, MO05-2003
Some College (No Degree) - Business Administration
Walden University
Minneapolis, MNSkills
- Shift scheduling
- Staff training and development
- Equipment troubleshooting
- Shift leadership
- Performance metrics
- Complaint resolution
- Team supervision
- Problem-solving
- Policy enforcement
- Goal setting and tracking
- Motivational leadership
- Sales reporting
- Creative problem solving
- POS system operation
- Training assistance
- Professional appearance
- Sales and upselling
- Flexible schedule
- Strong verbal and written communication
- Positive attitude
- Shift checklists
- Quality inspections
- Rules enforcement
Timeline
Shift Leader
North South Consulting Group
01.2024 - 09.2024
Customer Care Representative
North South Consulting Group
03.2023 - 09.2024
Team Leader, Sales Operations
Teleperformance USA - State Farm
10.2022 - 03.2023
Team Leader, Sales Operations
Teleperformance USA - Extended Stay America
06.2020 - 10.2022
Customer Service Representative
Teleperformance USA, Extended Stay America
06.2020 - 09.2020
Photographer
Lifetouch Photography
04.2019 - 03.2020
Sales Support Coordinator
Bluegrass Cellular
12.2017 - 02.2018
Copy Editor
The News Enterprise
01.2017 - 12.2017
Public Affairs Specialist - Temporary Contract
Prairie Quest
11.2016 - 01.2017
Certificate - Public Affairs Specialist
Defense Information School
High School Diploma -
Parkview High School
Some College (No Degree) - Business Administration
Walden University