Summary
Overview
Work History
Education
Skills
Timeline
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Ashley Scriven

Hackensack,NJ

Summary

Dynamic Customer Service Project Manager with a decade of expertise in enhancing customer relationships and efficiently resolving complex issues. Demonstrated proficiency in CRM systems and a strong background in client service roles, consistently achieving high customer satisfaction rates. Adept at navigating deadline-driven environments while managing high-volume workloads. Possesses exceptional communication and interpersonal skills, driving productivity through meticulous task analysis.

Overview

19
19
years of professional experience

Work History

Customer Service Project Manager

Amerlux Delta Group
Oakland, NJ
06.2022 - Current
  • Manage customer portfolio and projects as assigned, within the scope of corporate and departmental procedures
  • Provide timely responses and updates on all matters inclusive of order processing, shipping information and customer requests
  • Clarify customer requirements and deliverables in terms of product and date requirements
  • Clearly outline customer information and detail needed for accurate processing while keeping project pace to complete projects in committed lead times
  • Maintain exceptional details in tracking on projects of customer information, timelines, dates, risk etc
  • Develop customer loyalty and confidence through customer relationships and proactive and consistent follow up and updates
  • Learn customer specific requirements and processes to anticipate customer needs

Client Service Representative

Snow, LLC
Carlstadt, NJ
10.2020 - 05.2022
  • Assist customers with products and service requests via incoming calls, emails and chats
  • Manage client records, provide resolution and timely follow up with customers
  • Document and update customer data bases including order details, warranty registrations, complaints resolutions, billing and shipping information
  • Monitor all methods of order entry including EDI, web, etc
  • Respond to claim inquiries, maintain and track inventory
  • Handle online orders and credit card transactions

Customer Relations Representative

Tele-performance/ Jaguar Land Rover North America
Mahwah, NJ
05.2017 - 04.2020
  • Performs customer service function by answering incoming customer calls regarding product problems, service questions, general client concerns & complaints
  • Resolves product or service problems by clarifying the customer's complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem expediting correction or adjustment following up to ensure resolution within the time limits and follow up to ensure resolution
  • Build sustainable relationships of trust through open and interactive communication
  • Keep records of customer interactions, process customer accounts and file documents utilizing various tools such as CRM & internal systems
  • Provides timely and accurate information to incoming customer order status and product knowledge requests
  • Manages a high-volume workload within a deadline-driven environment
  • Resolving an average of 30-80 cases in any given week and consistently met performance benchmarks in all areas speed, accuracy, and volume

Administrative Assistant

Infiniti of Englewood
Englewood, NJ
06.2014 - 02.2016
  • Acting as hostess for current and prospective clients
  • Accepting and distributing all incoming mail and deliveries as necessary
  • Performing general secretarial duties, including but not limited to filing, faxing and mailing plates and registration to customers
  • Logging both verbal and written messages, and making sure that message was received in a timely manner to the proper person/destination

Event Rental Specialist

Party Rental Ltd.
Teterboro, NJ
04.2011 - 06.2013
  • Interacting with clients daily to accept and fulfill orders
  • Resolving any problems clients may have experienced to satisfy the customer and maintain positive customer relations
  • Proofing orders for my team to ensure accuracy and efficiency
  • Communicating with drivers to merchandise delivered to the correct location in a timely manner
  • Training and assisting new hires to both ensure their success and the success of our team

Business End User Care Representative

AT&T Mobility
Paramus, NJ
07.2006 - 07.2009
  • Assisted customers in all aspects of wireless service ranging from general inquiries to device instructions and technical troubleshooting, approximately from 50-90 contacts daily
  • Handle escalations and assure all issues are resolved to the customer’s satisfaction and for the better of the company
  • Provide floor support to New Hires while in the training phase and assisting new hires on meeting and exceeding their targeted performance goals
  • Work with internal departments on finding and creating innovative ways to research and rectify the root of the cause of billing and technical discrepancies

Education

Certificate -

Bergen Community College
Paramus, NJ

High School Diploma -

Dwight Morrow High School
Englewood, NJ

Skills

  • Client communication
  • Software troubleshooting
  • Proficient in Excel
  • Online Research Skills
  • CRM Software Proficiency
  • Efficient Call Routing
  • Professional Email Communication
  • Customer relationship management
  • Order Management
  • Skilled in Microsoft Word Formatting and Editing
  • Salesforce Proficiency
  • Project Management

Timeline

Customer Service Project Manager

Amerlux Delta Group
06.2022 - Current

Client Service Representative

Snow, LLC
10.2020 - 05.2022

Customer Relations Representative

Tele-performance/ Jaguar Land Rover North America
05.2017 - 04.2020

Administrative Assistant

Infiniti of Englewood
06.2014 - 02.2016

Event Rental Specialist

Party Rental Ltd.
04.2011 - 06.2013

Business End User Care Representative

AT&T Mobility
07.2006 - 07.2009

Certificate -

Bergen Community College

High School Diploma -

Dwight Morrow High School

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Ashley Scriven