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Ashley Sims
Killeen,TX
Work Preference
Summary
Dedicated professional with a solid background in managing customer complaints and improving service standards. Known for strong problem-solving abilities and a focus on enhancing service delivery to achieve high levels of customer satisfaction.
Overview
11
11
years of professional experience
Work History
Complaints & Grievance Coordinator
IBEX Global
Beckley, WV
09.2025 - Current
- Facilitated resolution of customer grievances through effective communication and problem-solving techniques.
- Collaborated with cross-functional teams to streamline grievance handling processes and improve service delivery.
- Maintained accurate documentation of grievances in compliance with company policies and procedures.
- Provided timely updates to customers regarding the status of their complaints, enhancing overall satisfaction.
- Assisted in developing internal reports to monitor response times and resolution effectiveness for management review.
- Conducted comprehensive investigations on complex cases, leading to successful outcomes and satisfied clients.
Front Desk Officer
Holiday Inn Express & Suites Ft. Hood
Killeen, TX
07.2022 - Current
- Managed guest check-in and check-out processes efficiently.
- Provided accurate information on hotel services and local attractions.
- Coordinated room assignments and special requests for guests.
- Handled guest inquiries and resolved issues to ensure satisfaction.
- Provided personalized recommendations for local attractions, restaurants, and activities based on guest preferences.
- Handled phone calls effectively, routing them to relevant departments or taking messages as needed.
- Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
- Resolved guest issues with rooms or reservations with knowledgeable and friendly service.
Housekeeping Supervisor
Best Western Hotel
Killeen, TX
01.2020 - 07.2022
- Supervised daily housekeeping operations, ensuring adherence to cleanliness standards and guest satisfaction.
- Trained and mentored staff on efficient cleaning techniques and safety protocols.
- Developed and implemented inventory management processes for cleaning supplies and equipment.
- Conducted regular inspections of guest rooms and public areas to maintain quality service standards.
- Collaborated with management to create schedules that optimized staff productivity and coverage.
- Resolved guest complaints regarding housekeeping services promptly to enhance overall experience.
Customer Service Representative
United Healthcare Insurance
Killeen, TX
08.2018 - 02.2020
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Managed claims processing by ensuring accuracy and adherence to regulatory guidelines.
- Developed training materials for new team members to enhance onboarding efficiency.
- Implemented process improvements that reduced response times for customer service requests.
- Collaborated with cross-functional teams to streamline service delivery and improve customer satisfaction.
- Analyzed customer feedback to identify trends, driving initiatives for service enhancement.
Assistant Manager
Wendy's
Columbia, SC
02.2015 - 03.2019
- Supervised daily operations, ensuring compliance with company standards and policies.
- Trained and mentored team members to enhance service quality and operational efficiency.
- Implemented inventory management strategies to reduce waste and optimize resource allocation.
- Analyzed customer feedback to identify areas for improvement in service delivery.
Education
High School Diploma -
Lower Richland High School
Hopkins, SCAssociate of Arts - Business Administration
South Carolina State University
Orangeburg, SCSkills
- Dispute resolution
- Trade policy
- Cross-functional coordination
- Employee relations
Timeline
Complaints & Grievance Coordinator
IBEX Global
09.2025 - Current
Front Desk Officer
Holiday Inn Express & Suites Ft. Hood
07.2022 - Current
Housekeeping Supervisor
Best Western Hotel
01.2020 - 07.2022
Customer Service Representative
United Healthcare Insurance
08.2018 - 02.2020
Assistant Manager
Wendy's
02.2015 - 03.2019
High School Diploma -
Lower Richland High School
Associate of Arts - Business Administration
South Carolina State University