Ashley Taylor
Houston,TX
Summary
Dynamic Customer Service Lead at Alorica with a proven track record in enhancing customer satisfaction and streamlining processes. Skilled in payment processing and account management, I effectively trained teams, reduced call handling time, and improved operational efficiency, fostering a collaborative environment that drives success.
Overview
23
23
years of professional experience
Work History
Customer Service Lead
Alorica Work From Home
Irvine, CA
03.2021 - Current
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Enhanced customer satisfaction by resolving complex issues and providing timely solutions.
- Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
- Handled escalated customer complaints professionally, ensuring prompt resolution and follow-up actions were taken as necessary.
- Improved team efficiency by implementing new training procedures and streamlining work processes.
- Managed high call volumes while maintaining a professional demeanor, resulting in increased customer loyalty.
- Assisted with onboarding new hires by sharing expertise in company policies, procedures, systems usage.
- Mentored junior staff members to improve their knowledge of company policies, products, and services.
- Reduced average call handling time through efficient problem diagnosis and resolution techniques.
- Greeted customers and listened closely to problems described to determine solutions.
- Trained new personnel regarding company operations, policies and services.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Educated customers about billing, payment processing and support policies and procedures.
- Identified and resolved discrepancies and errors in customer accounts.
Collector
Altran
Houston, TX
01.2018 - 03.2021
- Collaborated with team members to achieve monthly targets, promoting a positive work environment and boosting overall productivity.
- Contacted customers to discuss payment schedules and set up or immediately process payments.
- Reduced outstanding debts by implementing strategic collections tactics and maintaining open lines of communication with customers.
- Streamlined debt collection processes for increased efficiency in the workplace.
- Consistently met or exceeded individual performance metrics while contributing to team goals as a reliable team player.
- Negotiated to collect balance in full.
- Negotiated re-payment plans by identifying causes of delinquent payments to assist in recovery of debt and meet realistic timeframes.
- Processed payments and applied to customer balances.
- Worked with customer to create debt repayment plan based on current financial condition.
Cash Room Clerk
Dunbar
Houston, TX
12.2014 - 08.2017
- Maintained confidentiality of sensitive financial information, adhering to strict security protocols.
- Assisted in training new Cash Room Clerks, sharing best practices for accurate and efficient work performance.
- Performed daily audits of cashier drawers, ensuring accuracy and compliance with company policies.
- Served as a reliable resource for colleagues by staying up-to-date on company policies, procedures and best practices related to cash management in order to provide informed guidance when needed.
- Identified potential issues in the cash room process and proposed solutions for improvement.
- Prepared bank deposits and managed petty cash fund, maintaining accurate records of all transactions.
- Reduced discrepancies in cash counts with thorough reconciliation processes.
- Balanced safe, prepared tills, and prepared register bags for next sales date.
- Prepared bank deposits and corporate cash shipments.
- Recorded deposits, reconciled monthly bank accounts and tracked expenses.
Bookkeeping Assistant/ Service Manager
HEB Grocery Store
Missouri City, TX
02.2008 - 11.2014
- Managed invoices, payments and deposits, maintaining accurate expenditure records.
- Maintained inventory of office supplies and placed orders.
- Supported month-end closing activities, such as reconciling bank statements and adjusting journal entries, for accurate financial reporting purposes.
- Reconciled bank statements and credit card accounts for accuracy and completeness.
- Assisted in timely invoicing for clients, ensuring prompt payments and positive cash flow.
- Provided exceptional customer service when addressing client inquiries related to billing issues or account balances due diligently and professionally.
- Ensured accurate recording of financial transactions by meticulously entering data into accounting systems.
- Assisted with payroll processing, including timesheet verification, benefit calculations, and distributing paychecks accurately and on time.
- Assisted management with administrative aspects of hiring and onboarding new hires and temporary staff.
- Processed payments and documents such as invoices, journal vouchers, employee reimbursements, and statements.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
Assistant Manager
Sonics Drive In
Stafford, TX
09.2004 - 01.2008
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Developed strong working relationships with staff, fostering a positive work environment.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
Assistant Administrative Secretary
Fuegro South
Houston Tx
01.2002 - 07.2004
- Streamlined office processes by implementing efficient filing and organizational systems.
- Enhanced communication between departments by regularly updating contact directories and facilitating meetings.
- Proactively identified opportunities for process improvements within the office environment leading to increased productivity and efficiency.
- Prioritized tasks effectively, ensuring that the most pressing items were addressed in a timely manner without compromising attention to detail.
- Provided backup support for other administrative staff during times of high volume or absenteeism, demonstrating flexibility and strong teamwork abilities.
Education
Bachelor Of Business - Accounting And Finance
Prairie View A&M University
Prairie View, TXSkills
- Email etiquette
- Payment processing
- Cash handling
- Business writing
- Department operations
- Account management
- Telephone etiquette
- Administrative duties
- Computer proficiency
- Data entry
- Microsoft Excel
Timeline
Customer Service Lead
Alorica Work From Home
03.2021 - Current
Collector
Altran
01.2018 - 03.2021
Cash Room Clerk
Dunbar
12.2014 - 08.2017
Bookkeeping Assistant/ Service Manager
HEB Grocery Store
02.2008 - 11.2014
Assistant Manager
Sonics Drive In
09.2004 - 01.2008
Assistant Administrative Secretary
Fuegro South
01.2002 - 07.2004
Bachelor Of Business - Accounting And Finance
Prairie View A&M University