Ashley Shelpman
Circleville
Summary
Dynamic customer service professional with extensive experience at Kroger, excelling in customer care and team leadership. Proven track record in enhancing customer satisfaction through effective complaint resolution and efficient cash handling. Recognized for fostering loyalty and maintaining high productivity in fast-paced environments. Committed to continuous improvement and team success.
Overview
8
8
years of professional experience
Work History
Customer Service Associate
Kroger
12.2020 - 07.2022
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Handled customer complaints professionally, resulting in satisfactory outcomes and positive feedback.
- Maintained a high level of product knowledge, providing accurate information to customers.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Managed high call volume with exceptional time management skills, minimizing wait times for customers.
- Increased team productivity with effective communication and coordination of tasks.
- Managed multiple customer queries simultaneously, ensuring timely and accurate responses.
- Enhanced customer loyalty by providing empathetic and efficient resolution to issues.
Customer Service Leader
Kroger
07.2022 - Current
- Responded to customer needs through competent customer service and prompt problem-solving.
- Coordinated order processing, shipping, and delivery schedules to ensure timely delivery of products to customers.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Managed high call volumes with exceptional professionalism, ensuring minimal wait times for customers.
- Handled escalated customer issues with empathy and patience, working closely with management to reach satisfactory resolutions.
- Mentored junior team members, fostering a positive work environment and boosting overall team performance.
- Leveraged strong product knowledge to educate customers about available options and assist them in making informed purchasing decisions.
- Enhanced customer satisfaction by addressing and resolving complaints in a timely manner.
Cashier Floor Supervisor
Kroger
08.2017 - 12.2020
- Developed strong relationships with customers, fostering loyalty and repeat business opportunities.
- Maintained a clean, organized, and well-stocked checkout area for optimal customer experience.
- Enhanced customer satisfaction by providing efficient and accurate transactions.
- Assisted in loss prevention efforts by monitoring inventory levels and addressing potential theft incidents.
- Facilitated smooth shift changes by creating detailed handover reports for incoming floor supervisors.
- Reduced wait times for customers through effective management of cashier team.
- Quickly and accurately counted drawers at start and end of each shift.
- Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
- Monitored inventory to keep store stocked with necessary items and avoid running out of in-demand products.
- Developed and nurtured lasting relationships with clients through dedicated assistance, issue resolution and active listening.
- Walked through department multiple times each shift to evaluate and correct issues such as cleaning and stock replenishment needs.
- Maintained clean, adequately stocked, and organized store by streamlining daily operations and introducing new procedures.
Education
High School Diploma - General Studies
Heath High School
Heath, OH06.2010
High School Diploma - Criminal Justice
C-TEC of Licking County
Newark, OH06.2010
Skills
- Employee scheduling
- Customer service
- Time management
- Attention to detail
- Punctual and reliable
- Team leadership
- Verbal and written communication
- Cash handling and management
- Customer complaint resolution
- Staff training
- Bank deposit preparation
- Willingness to learn
- Multitasking
- Reliability
- Organizational skills
Accomplishments
- Promoted twice within the Kroger Company from cashier to customer service associate, to the lead of the customer service department.
- Recognized several times within my tenure as a customer service professional as a top performer and model employee
Timeline
Customer Service Leader
Kroger
07.2022 - Current
Customer Service Associate
Kroger
12.2020 - 07.2022
Cashier Floor Supervisor
Kroger
08.2017 - 12.2020
High School Diploma - General Studies
Heath High School
High School Diploma - Criminal Justice
C-TEC of Licking County
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