Ashley Porter
Canton,MI
Summary
Hardworking candidate skillful in providing excellent customer service. Proven track record of resolving customer issues in a timely manner while upholding the highest standards of customer satisfaction. Extensive experience in using multiple communication channels, including phone, email, and web chat. Strong interpersonal skills, and an ability to lead and motivate a team to success. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
20
20
years of professional experience
Work History
Assistant Manager
Dollar Tree
03.2024 - Current
- 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.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
- Helped with planning schedules and delegating assignments to meet coverage and service demands.
- Managed inventory levels to minimize stockouts while reducing overhead costs.
- Mentored junior staff members in their professional development by offering guidance/support in their assigned roles.
- Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
- Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.
- Mentored team members to enhance professional development and accountability in workplace.
- Promoted teamwork within the workplace by encouraging collaboration among staff members on various projectstasks.
- Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.
- Increased sales through effective merchandising strategies and targeted promotions.
- Facilitated clear communication between employees and upper management through regular meetings and updates.
- Boosted employee morale by recognizing outstanding performance and celebrating team accomplishments.
- Coordinated with vendors to ensure timely delivery of products and resolve any supply chain issues.
- Developed strategy to increase sales and drive profits.
- Made hiring recommendations to increase company's productivity and profitability with quality workers.
- Monitored security to protect employees, customers and property.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Established team priorities, maintained schedules and monitored performance.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Defined clear targets and objectives and communicated to other team members.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
ActivityAssistant
Glen Abbey Assisted Living
12.2023 - 04.2024
- Managed activity calendar, ensuring diverse options catered to a wide range of interests and abilities.
- Provided compassionate support for residents experiencing emotional challenges or undergoing personal transitions within their living environment.
- Conducted sensory stimulation activities for memory care patients, improving mood regulation and reducing agitation incidents.
- Coordinated special events to celebrate holidays, birthdays, or other milestones that fostered a sense of community within the residence.
- Boosted social interaction among residents through the organization of group events and outings.
- Promoted mental fitness by facilitating trivia games and puzzles that challenged cognitive abilities while encouraging socialization among peers.
- Led music therapy sessions that inspired self-expression, reminiscence, relaxation, and connection with others through shared enjoyment of melodies from different eras.
- Assisted in the development of individualized care plans by contributing insights on residents'' interests, preferences, and abilities gathered during activities engagements.
- Evaluated program effectiveness through regular feedback collection from participants and their families, leading to continuous improvement efforts for enhanced resident satisfaction.
- Enhanced resident engagement by developing and implementing creative activities tailored to individual needs.
- Assisted with physical therapy exercises, promoting increased mobility and functional independence among participants.
- Reinforced a sense of purposefulness among seniors by organizing opportunities to give back to the community through volunteering efforts or philanthropic initiatives.
- Coordinated volunteer involvement in activities, increasing community connections and fostering positive experiences for all involved parties.
- Directed art therapy sessions, empowering participants to express themselves creatively while enhancing cognitive function and dexterity skills.
- Documented participant progress, providing valuable data for care plan adjustments and future activity planning.
- Tailored exercise programs to accommodate varying physical capabilities while emphasizing safety precautions, resulting in increased activity levels and improved health outcomes.
- Implemented pet therapy visits, providing comfort and companionship to animal-loving residents who may have experienced loneliness or depression without such interactions.
- Collaborated with interdisciplinary team members for comprehensive care plans, resulting in improved overall wellbeing of residents.
- Organized intergenerational programs involving local schools, bridging generational gaps while fostering meaningful connections between students and residents.
- Provided emotional support and companionship to improve quality of life for residents.
- Engaged residents through events, small groups, and personal attention.
- Communicated with family members and other caregivers to provide updates on well-being and care of residents.
- Maintained master calendar and relevant records.
- Helped residents build and maintain interpersonal relationships, social skills, mental abilities, and confidence.
- Promoted exceptional quality of life for residents by innovating, organizing, and conducting entertaining and stimulating activities.
- Planned, coordinated, and implemented activities to address needs of participants with varying abilities.
- Documented preferences and helped develop relevant activities.
- Evaluated supplies and requested purchases to meet activity plans.
- Assisted with bathing, dressing and grooming, allowing residents to maintain independence and dignity.
- Scheduled movies, entertainment, and other special events.
- Assisted in preparing recreational materials and supplies for each activity.
- Factored-in abilities, needs and interests of participants in development of events and programs.
- Kept athletic and games equipment and facilities organized and maintained.
- Ordered and maintained all recreational equipment.
- Implemented and developed programs to promote physical fitness, teamwork and healthy living.
- Provided clear instruction to activity and program participants to deliver fun and maintain safety.
- Planned weekly activities schedule for assigned group and facilitated smooth transitions for on-time arrival.
- Monitored participation in recreational activities to provide assistance to participants.
- Collaborated with other recreation staff in developing new recreational activities.
- Developed and monitored safety policies and procedures to facilitate safety of participants.
- Prepared reports for management regarding status and progress of recreational activities.
- Provided feedback and guidance to program participants regarding progress and development.
- Developed and monitored budgets for recreational activities.
- Kept track of allergies and dietary restrictions, verifying correct meals and snacks were given to campers.
Caregiver
Glen Abbey Assisted Living
08.2023 - 04.2024
- Assisted clients with activities of daily living, promoting independence and quality of life.
- Assisted with dressing guidance, grooming, meal preparation, and medication reminders.
- Performed light housekeeping duties to maintain cleanliness standards while respecting the patient''s personal space.
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Built strong relationships with clients to deliver emotional support and companionship.
- Engaged patients in meaningful conversation, socialization, and activity while providing personal care assistance.
- Maintained a safe and clean environment for patients, reducing risks and ensuring optimal health outcomes.
- Enhanced patient comfort by providing compassionate and attentive care, addressing individual needs and preferences.
- Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
- Assisted patients with self-administered medications.
- Contributed to a positive atmosphere for patients by using effective communication and active listening skills.
- Provided safe mobility support to help patients move around personal and public spaces.
- Administered medications as prescribed, ensuring accurate dosage and timely administration for maximum efficacy.
- Provided emotional support to patients and their families during challenging times, fostering trust and strong relationships.
- Prioritized patient dignity, privacy, and autonomy during all aspects of care provision.
- Supported clients with mental support and physical activities to accomplish quality of life and sustain needs.
- Coordinated closely with family members regarding updates on patient conditions or concerns that arose during the course of caregiving duties.
- Documented detailed daily reports on each client''s progress, informing adjustments in care plans when necessary.
- Recognized and reported abnormalities or changes in patients' health status to case manager.
- Turned and positioned bedbound patients to prevent bedsores and maintain comfort levels.
- Monitored client vital signs, administered medications, and tracked behaviors to keep healthcare supervisor well-informed.
- Implemented fall prevention strategies within the home environment by identifying hazards or obstacles that posed risk to patient safety.
- Monitored vital signs regularly, detecting any abnormalities or changes in condition to promptly inform medical professionals.
- Changed dressings, bandages, and binders to maintain proper healing and sanitary measures.
- Assisted in rehabilitation exercises as prescribed by medical professionals, guiding patients towards improved mobility and function.
- Collaborated with healthcare team members to develop personalized care plans for each client, resulting in tailored support and improved wellbeing.
- Participated in ongoing professional development opportunities to stay current on best practices in caregiving techniques, enhancing the quality of care provided.
- Developed engaging recreational activities tailored to individual interests and abilities, boosting mental stimulation for patients throughout their day-to-day lives.
- Efficiently organized schedules for multiple clients simultaneously while maintaining high-quality care standards.
- Supported daily hygiene needs of patients by assisting with bathing, dressing, dental care and personal grooming.
- Laundered items, changed sheets and made bed to keep patients' bedroom clean.
- Monitored clients' overall health and well-being and noted significant changes.
- Assisted patients with bathing, grooming, dressing, and oral hygiene care both in private residences and facilities.
- Provided compassionate and patient-focused care to cultivate well-being.
- Guided patients to restroom to support bladder and bowel relief requirements.
- Built and maintained rapport with clients and family members to facilitate trusting caregiver relationship.
- Entrusted to handle confidential and sensitive situations in professional matter.
- Completed regular check-ins and progress report for each client.
- Recorded status and duties completed in logbooks for management.
- Recorded patients' pulse, blood pressure and respirations (TPRs) to assess and document important health information.
- Replaced bandages, dressings, and binders to care for wounds and encourage healing.
- Maintained strong connections within caregiver community to gain continuous knowledge.
- Scheduled daily and weekly care hours for client caseload.
- Handled incoming mail, bills and invoices and completed appropriate actions.
- Liaised with key accounts to deliver targeted administrative household support.
Paraprofessional
Milan Middle School
04.2023 - 05.2023
- Devised special strategies for reinforcing material or skills based upon understanding of individual students and needs
- Worked one-on-one with students to reinforce learning of materials
- Assisted students with general homework and class assignments
- Developed and maintained positive relationships with students, promoting positive attitude toward learning
- Supervised students during cooling-off time, monitoring behavior
- Implemented behavioral plans designed by IEP team
- Directed students entering and exiting school buses to prevent injuries and accidents
- Communicated student progress and concerns to teacher
- Demonstrated patience, compassion, and empathy in various situations
- Checked on student behavior in the classroom and during lunch periods
- Tutored and assisted children individually and in small groups to reinforce learning concepts and promote academic progress
- Led small group and individual instructional sessions
- Provided positive and nurturing support while attending to students' physical, personal, and emotional needs
- Supervised students on school grounds and on field trips
- Leveraged behavioral management strategies to foster a positive learning environment
- Created and implemented student enrichment activities
- Fostered student creativity by facilitating large and small group discussions on topics covered.
Childcare Assistant Teacher
Stony Creek Preschool and Daycare
07.2019 - 04.2023
- Promoted positive learning environment, making learning fun and helping children feel safe
- Helped children explore world, improve motor skills, and grow vocabulary
- Created organized classroom that encouraged children to create, explore, and make decisions with confidence
- Maintained awareness and supervision of children's needs to maximize physical health and safety
- Contributed to the development of classroom rules and regulations
- Administered proprietary curriculum while creating fun, interactive learning experiences
- Assisted in the management of the classroom environment to ensure safety and positive behavior
- Engaged families in conversation about child's education and features and benefits of programs
- Worked with co-teacher to implement lesson plans from research-informed learning curriculum
- Completed extensive training that provided insight on child care and development topics
- Monitored student progress and provided feedback to parents and supervisors
- Facilitated group activities and hands-on experiences to encourage engagement
- Implemented well-rounded curriculum to meet children's unique learning styles
- Utilized positive reinforcement techniques to promote good behavior
- Followed licensing guidelines and company standards to optimize daily care of children
- Helped children learn about language and literacy, science, and life skills
- Taught developmentally appropriate skills to promote academic, social, and emotional growth
- Provided disabled students with assistive devices, supportive technology, and help with accessing facilities such as restrooms
- Established clear objectives for all lessons, units, and projects, and communicated those objectives to children
- Supervised, evaluated, and plan assignments for teacher assistants and volunteers
- Attended staff meetings and served on committees as required.
Lead Direct Care Staff Member
Life Enrichment Academy of Saline (CSDD)
03.2018 - 06.2019
- Attended professional meetings, educational conferences, and teacher training workshops to maintain and improve professional competence
- Prepared materials and classrooms for class activities
- Diversified teaching methods and instructional materials to meet students' varying needs and interests
- Promoted student curiosity and skills development with games and activities related to class concepts
- Monitored student behavior to maintain order during meal periods and class transitions
- Provided diverse materials and resources for children to explore new concepts and learn problem-solving
- Arranged indoor and outdoor space to facilitate creative play, motor-skill activities and safety
- Attended to children's basic needs by feeding them, dressing them, and changing diapers
- Identified children showing signs of emotional, developmental and health-related problems and discussed them with supervisors, parents, and guardians, and child development specialists
- Arranged classroom and lessons to provide opportunities for students to observe, question, and investigate new concepts
- Served meals and snacks in accordance with nutritional guidelines
- Enforced all administration policies and rules governing students
- Modeled behavioral and social skills to help students learn, respect, and enforce proper boundaries
- Established and enforced rules for behavior and procedures for maintaining order
- Facilitated reading groups and activities to encourage inclusive and engaged learning
- Taught proper eating habits and personal hygiene
- Discussed individual students' needs and progress
- Assimilated arrived children to school environment by greeting them, helping them remove outerwear and selecting activities of interest to them
- Responded promptly and positively to client requests for assistance
- Identified changes in client status or needs and communicated to supervisor
- Read and recorded temperature, pulse and respirations
- Followed infection control and safety policies and guidelines
- Participated in crisis intervention and de-escalation procedures
- Maintained records of services performed and condition of patients
- Changed bed linens and performed incidental cleaning services
- Administered medication and tracked treatment plan progress
- Prepared and served food for patients, following special prescribed diets
- Encouraged individuals to participate in leisure and social activities
- Administered medications to patients based upon physician or nurse guidelines
- Checked patients' pulse, temperature, and respiration
- Participated in case reviews, consulted with team caring for client, to evaluate client's needs and plan for continuing services
- Prepared and maintained records of client progress and services performed, reporting changes in client condition to manager and supervisor
- Responded appropriately to physical, emotional and developmental needs of residents
- Entertained, conversed with, and read aloud to patients to keep mentally healthy and alert
- Evaluated client's needs to plan for continuing services
- Massaged patients or applied preparations or treatments to body
- Performed healthcare-related tasks, such as monitoring vital signs and medication, under direction of registered nurses and physiotherapists
- Administered bedside and personal care, such as ambulation, and personal hygiene assistance
- Cleaned and organized client's living quarters to make living conditions more hospitable
- Helped patients move in and out of beds, baths and wheelchairs
- Directed patients in simple prescribed exercises or in use of braces or artificial limbs
- Provided clients with communication assistance, typing correspondence and obtaining information for them
- Prepared and maintained records of client progress and performed services.
Customer Service Representative Agent
Solid Signal
09.2013 - 03.2018
- Followed up with customers regarding product functionality and overall satisfaction
- Responded to telephone inquiries and complaints following standard operating procedures
- Utilized automated systems to log and retrieve call information
- Processed status, change and cancellation requests from customers
- Recommended product offerings to meet customers' changing needs
- Investigated and researched issues to determine root causes and appropriate resolution methods
- Complied with corporate and regulatory policies regarding information confidentiality and privacy
- Interacted with customers using active listening skills to confirm or clarify information and diffuse customer complaints
- Answered phones in a friendly manner and assisted callers with a variety of questions
- Remained open to feedback from supervisor and peers to build and improve skills set
- Addressed customers courteously using suitable methods and problem-solving skills
- Communicated complex information in an understandable and relatable way to members and providers
- Maintained knowledge of company products to provide helpful suggestions and recommendations to customers
- Delivered personalized customer service relating to questions and promptly resolved basic problems on customer accounts
- Processed orders, returns, and exchanges in an accurate and efficient manner
- Maintained logs and documentation to detail key information regarding incoming and outgoing calls.
Sales Representative
Cellairus (Kiosk in Novi Mall)
08.2011 - 09.2013
- Provided account information to customers and explained bill service policies and customer rights
- Handled customer complaints and inquiries in a courteous and efficient manner
- Assisted with training and mentoring new team members
- Logged details of customer service calls in computer system following correct protocols
- Greeted customers by name and displayed respectful attitude, helping develop rapport with customer base and build lasting relationships
- Met daily customer service quotas with a focus on quality
- Developed and maintained working knowledge of internal policies, procedures, and services to appropriately address customer issues
- Processed orders and detailed transaction information to customers
- Developed strong customer relationships and loyalty through effective communication
- Updated and maintained database with accurate customer information and timely data entry
- Adapted to and remained flexible in changing, fast-paced work environment
- Communicated product features, advantages, and benefits to customers
- Worked with management teams to develop annual sales plans, goals, and targets
- Remained current on relevant product and industry information to provide up-to-date catalogs and services
- Compiled data to prepare reports and assist with sales forecasting
- Attended scheduled training sessions and department meetings to build expertise
- Attended scheduled training sessions, department meetings, and company events to build expertise and promote company image
- Trained sales team members on company procedures and standards
- Analyzed sales data to adjust and improve sales strategies
- Researched market and competitor trends, implementing best practices to improve customer satisfaction.
Customer Service Associate
Walgreens
02.2006 - 07.2010
- Generated leads and maintained lists of prospective customers
- Handled client deposits and transactions and updated billing information in company databases
- Provided product information to customers and aligned products with customer needs to boost satisfaction
- Cold called potential customers to generate leads
- Updated and expanded client databases within assigned territory
- Used knowledge of company products and services to recommend solutions to customers
- Responded promptly to customer queries to increase overall satisfaction
- Represented brand during special events, customer interactions and sales
- Evaluated client feedback to brainstorm ways to improve products and provide quality customer service
- Highlighted new products and company promotions during sales pitches
- Entered customer transaction information into company databases
- Followed up with customers after sales to gain feedback
- Trained new employees on company policies and strong sales techniques
- Monitored competitor trends and market shifts to maintain company relevance
- Stayed current on customer trends and requirements
- Forecasted sales numbers to gauge product and campaign success
- Generated leads and located opportunities for market expansion and business growth
- Resolved product or service problems by clarifying customer's complaints and determining cause of problem
- Assisted customers with product selection, order entry, and payment processing
- Improved and increased store sales through positive attitude and knowledge of products
- Computed sale prices and totaled purchases with POS system or cash register
- Totaled daily sales transactions by balancing cash, check and credit card totals at end of shift
- Obtained and evaluated relevant information to handle product and service inquiries
- Loaded, unloaded and stocked daily shipments and weekly truck deliveries
- Provided accurate information regarding product features and benefits
- Preserved store's visual appeal by arranging merchandise in visually appealing manner
- Described and explained merchandise and operation of merchandise to customers
- Monitored customer feedback and confirmed customer satisfaction
- Coordinated with other departments to verify customer order fulfillment
- Built sustainable customer relationships of trust through open and interactive communication
- Built sustainable relationships and trust with customer accounts using open and interactive communication
- Analyzed and collected customer information to prepare product or service reports
- Provided exceptional customer service to clients in fast-paced call center environment
- Navigated multiple computer systems and applications and utilized search tools to find information
- Followed up promptly on all unresolved cases from previous shifts
- Referred unresolved customer grievances to designated departments for further investigation
- Assisted customers in navigating through various web pages on the company's website during their purchase process
- Used job-related software to complete contract forms, prepare change of address records or issue service discontinuance orders
- Handled escalated calls professionally by listening carefully to the needs of each individual customer before offering appropriate solutions
- Gave accurate and appropriate information to answer questions, troubleshoot issues and resolve complaints
- Conferred with customers by telephone or in-person to provide product or service information
- Recorded details of inquiries or complaints to maintain up-to-date records of customer interactions and transactions.
Live-In Nanny
Private Home
06.2004 - 02.2006
- Engaged children in age-appropriate exercises, encouraging intellectual and motor skills development
- Created safe environment for children by removing hazards and enforcing appropriate boundaries
- Tended to general needs of children while supervising and enforcing safety in day-to-day activities
- Worked with children to tidy up play area and bedrooms, encouraging neat and clean environment
- Took children for walks or played in park, maximizing time spent outdoors
- Created stimulating and nurturing environment to enable children to feel safe
- Fostered proper nutrition by preparing healthy meals or bottle-feeding infants
- Taught basic life skills such as manners, respect, and responsibility
- Administered discipline and guidance in accordance with parental guidelines
- Performed housekeeping tasks to facilitate child care
- Developed relationships with the children to foster trust and respect
- Monitored children's behavior to notify parents of health or well-being irregularities
- Assisted young students with homework, supporting academic requirements
- Encouraged enrichment by organizing creative activities and educational games
- Modeled appropriate behaviors to encourage social and emotional development
- Supervised and assisted with homework
- Instructed and assisted children in handwashing and eating to develop health and personal habit
- Assigned appropriate chores and praise targeted behaviors to encourage development of confidence and responsibility
- Prepared and served nutritionally balanced meals and snacks for children
- Instructed children in safe behavior, such as seeking adult assistance when crossing street and avoiding contact with unsafe objects
- Identified signs of emotional and developmental problems in children to report concerns to parents
- Performed housekeeping and cleaning duties related to children's care
- Regulated children's rest periods and nap schedules
- Assisted parents in developing behavioral plans for their kids
- Traveled with family on vacations and trips to help with childcare
- Transported children to school, social outings, and medical appointments
- Incorporated music and art activities to encourage creativity and expression
- Kept records of play, meal schedules, and bill payment.
Education
High School Diploma -
Clarenceville High School
Livonia, Michigan06.2004
Skills
- Active Listening
- Account Management
- Sales Expertise
- Customer Relations
- Staff Training
- Typing Proficiency
- Office Equipment Proficiency
- Quality Control
- Quality Assurance Controls
- Receiving Support
- Product Promotion
- Call Volume and Quality Metrics
- Product Organization
- Billing Adjustments and Refunds
- Technical Support
- Document and Records Management
- Materials Transport
- Process Optimization
- Refund Processing
- Stockroom Procedures
- Project Management Abilities
- First-Tier Technical Support
- Sales and Upselling
- Problem-Solving Ability
- Promotional Support
- Customer Consulting
- Team Development
- Social Perceptiveness
- Money Handling Abilities
- Time Management
- Investigate Claims
- Shipping Procedures Understanding
- Conflict Mediation
- Issue and Complaint Resolution
- Recordkeeping Strengths
- System Implementation
- Brand Representation
- Strong Analytical and Problem-Solving Skills
- Prioritization
- Grammar
- Coordination
- Filing
- Research
- Persuasion
- Proofreading
- Documentation
- Calendaring
- Money Handling
- Product and service knowledge
- Staff Supervision
- Task Delegation
- Staff Management
- Workload Management
- Customer rapport
- Customer Relationship Management (CRM)
- Compliance understanding
- Strategic Planning
- Staff Development
- Sales Growth
- Policy Enforcement
- Financial Management
- Customer Service
- Team Leadership
- Teamwork and Collaboration
- Problem Resolution
- Decision-Making
- Work Planning and Prioritization
- Customer Relationship Management
- Professional and Courteous
- Good Judgment
- Employee Coaching and Mentoring
- Negotiation and Conflict Resolution
- Idea Development and Brainstorming
- Interpersonal Relations
- Onboarding and Orientation
References
References available upon request
Timeline
Assistant Manager
Dollar Tree
03.2024 - Current
ActivityAssistant
Glen Abbey Assisted Living
12.2023 - 04.2024
Caregiver
Glen Abbey Assisted Living
08.2023 - 04.2024
Paraprofessional
Milan Middle School
04.2023 - 05.2023
Childcare Assistant Teacher
Stony Creek Preschool and Daycare
07.2019 - 04.2023
Lead Direct Care Staff Member
Life Enrichment Academy of Saline (CSDD)
03.2018 - 06.2019
Customer Service Representative Agent
Solid Signal
09.2013 - 03.2018
Sales Representative
Cellairus (Kiosk in Novi Mall)
08.2011 - 09.2013
Customer Service Associate
Walgreens
02.2006 - 07.2010
Live-In Nanny
Private Home
06.2004 - 02.2006
High School Diploma -
Clarenceville High School