Ashley Stokes
Mooresville,NC
Summary
Resourceful and trained in resolution of critical issues within time-sensitive environment with successful track record of building and maintaining talented teams. Highly organized, energetic and versatile leader committed to continuous improvements. Proven history of motivating staff to work together to achieve targets.
Overview
17
17
years of professional experience
Work History
Supervisor
Charter Communnications
Milwaukee, WI
10.2020 - 03.2024
- Monitored employee productivity to provide constructive feedback and coaching.
- Complied with company policies, objectives and communication goals.
- Provided ongoing training to address staff needs.
- Reviewed completed work to verify consistency, quality and conformance.
- Established and enforced clear goals to keep employees working collaboratively.
Interim Supervisor
Charter Communications
Milwaukee, WI
10.2020 - 10.2020
- Implemented employee engagement and development activities, presentations and training to maximize productivity and unite workforce.
- Decreased project gaps by successfully mentoring staff on best practices and protocol while monitoring performance quality control for corrective action planning.
- Developed process improvements and streamlined procedures to effectively resolve employee discrepancies.
- Fostered productivity by coordinating expectations and scheduling coaching.
- Established and enforced clear goals to keep employees working collaboratively.
Customer Solution Specialist
Charter Communications
Milwaukee, WI
03.2018 - Current
- Performed customer negotiations to reach fair conclusion for both the business and customer.
- Built and maintained effective relationships with peers and upper management.
- Communicated information to customers about product quality, value and style.
- Offered direction and gave constructive feedback to motivate team members.
- Built customer confidence by actively listening to concerns and giving appropriate feedback.
- Completed diverse tasks on daily basis to serve customer needs, including processing and issuing money orders, managing returns and exchanges, and logging daily shipments.
- Capitalized on opportunities to enhance customer experiences and bring in repeat business.
Peer Support Specialist
Charter Communications
Milwaukee, WI
06.2019 - 09.2019
- Performed site evaluations, customer surveys and team audits.
- Earned reputation for good attendance and hard work.
- Provided excellent service and attention to agents when face-to-face coaching.
- Audited calls for supervisor and managers.
- Improved operations by working with team members and customers to find workable solutions.
- Worked closely with team members to deliver project requirements, develop solutions and meet deadlines.
Unit Manager
Clinicare Corporation
Milwaukee, WI
05.2016 - 11.2017
Actively participated in unit manager meetings.
Disciplined, energetic employee who quickly establishes rapport with customers and colleagues.
Implemented new floor assignments based on evaluation of staffing requirements and managed workflow.
Assisted residents with creating plans for the future.
Trained staff and actively implemented rules and guidelines.
Provided behavioral/emotional support and supervision for those clients.
Achieved departmental goals and objectives that were due monthly.
Responsible for primary care, case management and medication management.
Often commended for maintaining the safety, respect and dignity of residents.
Disciplined, energetic employee who quickly establishes rapport with customers and colleagues.
Implemented new floor assignments based on evaluation of staffing requirements and managed workflow.
Assisted residents with creating plans for the future.
Trained staff and actively implemented rules and guidelines.
Provided behavioral/emotional support and supervision for those clients.
Achieved departmental goals and objectives that were due monthly.
Responsible for primary care, case management and medication management.
Often commended for maintaining the safety, respect and dignity of residents.
Administrative Assistant
Children Outing Association
Milwaukee, WI
07.2015 - 03.2016
Managed the receptionist area, including greeting visitors and responding to telephone and in-person requests for information.
Maintained the front desk and reception area in a neat and organized fashion.
Served as central point of contact for all outside vendors needing to gain access to the building.
Created PowerPoint presentations used for business development.
Organized files, developed spreadsheets, faxed reports and scanned documents.
Received and distributed faxes and mail in a timely manner.
Managed daily office operations and maintenance of equipment.
Maintained the front desk and reception area in a neat and organized fashion.
Served as central point of contact for all outside vendors needing to gain access to the building.
Created PowerPoint presentations used for business development.
Organized files, developed spreadsheets, faxed reports and scanned documents.
Received and distributed faxes and mail in a timely manner.
Managed daily office operations and maintenance of equipment.
Support Staff
My Home Your Home Inc
Milwaukee, WI
11.2014 - 05.2015
Completed and submitted clinical documentation in accordance with agency guidelines.
Prepared client rooms prior to their arrival.
Cleaned and organized client living quarters.
Facilitated games and other activities to engage clients.
Kept facility stocked with necessary supplies, equipment and instruments.
Charted daily information on the residents such as mood changes, activity and daily inputs and outputs.
Exhibited compassionate care and communication and customer service.
Prepared client rooms prior to their arrival.
Cleaned and organized client living quarters.
Facilitated games and other activities to engage clients.
Kept facility stocked with necessary supplies, equipment and instruments.
Charted daily information on the residents such as mood changes, activity and daily inputs and outputs.
Exhibited compassionate care and communication and customer service.
Support Staff
Meta House
Milwaukee, WI
08.2013 - 10.2014
Assisted residents with daily living skills.Medication administration.Exceptional customer service.Provided support to residents struggling with AODA issues.Reported to weekly meeting for the company. Ability to work in a fast pace environment.
Resident Care Worker
House of Love Youth Homes
Milwaukee, WI
08.2011 - 05.2013
Charted and recorded information in client files.
Tracked client movement on and off the unit by documenting times and destinations of clients.
Checked facility for open windows, locked doors, malfunctioning smoke detectors and other safety hazards.
Quickly responded to crisis situations when severe mental health and behavioral issues arose.
Conducted outreach, advocacy and rehabilitative services for regular cases and crisis intervention.
Interacted with clinical staff and external resources such as school or community personnel.
Taught clients anger management techniques, relaxation skills, impulse control, social skills, emotional coping skills and functional living skills.
Administered medication to patients presenting serious risk of danger to themselves and others.
Tracked client movement on and off the unit by documenting times and destinations of clients.
Checked facility for open windows, locked doors, malfunctioning smoke detectors and other safety hazards.
Quickly responded to crisis situations when severe mental health and behavioral issues arose.
Conducted outreach, advocacy and rehabilitative services for regular cases and crisis intervention.
Interacted with clinical staff and external resources such as school or community personnel.
Taught clients anger management techniques, relaxation skills, impulse control, social skills, emotional coping skills and functional living skills.
Administered medication to patients presenting serious risk of danger to themselves and others.
Certified Nursing Assistant
Mount Caramel
Milwaukee, WI
01.2011 - 05.2011
Completed 180 hours of clinical work in a nursing home.
Recorded patients' medical history, vital statistics and test results in medical records.
Implemented new floor assignments based on evaluation of staffing requirements.
Evaluated patient care needs, prioritized treatment and maintained patient flow.
Worked as part of team to ensure proper care of body mechanics and safety of patient.
Recorded patients' medical history, vital statistics and test results in medical records.
Implemented new floor assignments based on evaluation of staffing requirements.
Evaluated patient care needs, prioritized treatment and maintained patient flow.
Worked as part of team to ensure proper care of body mechanics and safety of patient.
Crew Member
McDonald's
Milwaukee, WI
06.2007 - 11.2009
Up-sold additional menu items, beverages and desserts to increase restaurant profits.
Took necessary steps to meet customer needs and effectively resolve food or service issues.
Recorded customer orders and repeated them back in a clear, understandable manner.
Promptly reported complaints to a member of the management team.
Served fresh, hot food with a smile in a timely manner.
Communicated clearly and positively with co-workers and management.
Carefully maintained sanitation, health and safety standards in all work areas.
Took necessary steps to meet customer needs and effectively resolve food or service issues.
Recorded customer orders and repeated them back in a clear, understandable manner.
Promptly reported complaints to a member of the management team.
Served fresh, hot food with a smile in a timely manner.
Communicated clearly and positively with co-workers and management.
Carefully maintained sanitation, health and safety standards in all work areas.
Clerical Assistant
House of Love Youth Homes
Milwaukee, WI
03.2009 - 09.2009
Drafted meeting agendas, supplied advance materials and executed follow-up for meetings and team conferences.
Maintained the front desk and reception area in a neat and organized fashion.Customer service.Wrote reports and correspondence from dictation and handwritten notes.
Received and distributed faxes and mail in a timely manner.
Maintained the front desk and reception area in a neat and organized fashion.Customer service.Wrote reports and correspondence from dictation and handwritten notes.
Received and distributed faxes and mail in a timely manner.
Sales Representative
Anna's Linens
Milwaukee, WI
11.2008 - 03.2009
Experience in cash handling.Customer service.Completed sales of the day.Marketing the item for the day.
Education
Masters of Psychology - Sociology/Psychology
University of Wisconsin - Milwaukee
2017
High School Diploma - High School Studies
New School for Community Service
2009
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Skills
- Conflict resolution techniques
- Marketing savvy
- Team management
- Meticulous attention to detail
- Focused on customer satisfaction
- Management of remote employees
- Talent development
- Cash handling accuracy
- Organized
- Time management
- Detail-oriented
- Excellent multi-tasker
- Strong communication skills
- Proficient in MS Office
Affiliations
Hartford Elementary (Student Teacher)
Pabst Mansion (Greeter) Wisconsin Youth Advisory Council (Former President) References Available Upon Request
Pabst Mansion (Greeter) Wisconsin Youth Advisory Council (Former President) References Available Upon Request
Timeline
Supervisor
Charter Communnications
10.2020 - 03.2024
Interim Supervisor
Charter Communications
10.2020 - 10.2020
Peer Support Specialist
Charter Communications
06.2019 - 09.2019
Customer Solution Specialist
Charter Communications
03.2018 - Current
Unit Manager
Clinicare Corporation
05.2016 - 11.2017
Administrative Assistant
Children Outing Association
07.2015 - 03.2016
Support Staff
My Home Your Home Inc
11.2014 - 05.2015
Support Staff
Meta House
08.2013 - 10.2014
Resident Care Worker
House of Love Youth Homes
08.2011 - 05.2013
Certified Nursing Assistant
Mount Caramel
01.2011 - 05.2011
Clerical Assistant
House of Love Youth Homes
03.2009 - 09.2009
Sales Representative
Anna's Linens
11.2008 - 03.2009
Crew Member
McDonald's
06.2007 - 11.2009
Masters of Psychology - Sociology/Psychology
University of Wisconsin - Milwaukee
High School Diploma - High School Studies
New School for Community Service