Ashley Vaughn
Collinsville
Summary
Creative customer care professional dedicated to consistently surpassing service goals with unparalleled support for customer needs. Smoothly manages both incoming and outgoing calls and remote requests by applying strong organizational, research and time management skills. Solid history of success in fast-paced call centers.
Overview
22
22
years of professional experience
Work History
Casino Slot Attendant
River City Casino
09.2019 - 03.2020
- Managed cash handling responsibilities with accuracy and integrity while issuing payouts to winning patrons.
- Enhanced customer satisfaction by efficiently handling slot machine malfunctions and resolving issues promptly.
- Delivered exceptional customer service through friendly interactions and prompt assistance with guest inquiries or concerns.
- Supported seamless operations during busy periods by effectively multitasking and prioritizing responsibilities as needed.
- Built rapport with regular patrons, recognizing and remembering their preferences to personalize their gaming experience.
- Dispensed machine payouts and provided change for players.
- Troubleshot machine malfunctions and diagnosed root causes.
Inside Sales Representative
Spectrum
03.2018 - 03.2020
- Answered customers' questions regarding products, prices, and availability.
- Increased sales revenue by building strong relationships with clients and providing insightful product recommendations.
- Enhanced customer satisfaction through attentive service, addressing concerns promptly, and offering tailored solutions.
- Maintained up-to-date knowledge of available products to best serve customers and maximize sales potential.
- Met or exceeded sales targets and quotas to contribute to overall sales goals and revenue of company.
- Used CRM software to maintain detailed contact logs and account records.
- Boosted lead conversion rates by conducting thorough needs assessments, identifying opportunities for upselling and cross-selling.
Letter Carrier
United States Postal Service
01.2003 - Current
- Diligently prepare mail and parcels for delivery and punctually transport items to recipients
- Knowledgeably answer customer questions and prepare detailed documentation on day's activities
- Report safety problems and collaborate with more than 40 staff members & three Supervisors
- Serve as Union Stewardess for National Association of Letter Carriers.
Customer Care Team Lead
Southeast Toyota Finance
01.2021 - 05.2023
- Coordinated with other departments to resolve complex customer issues, resulting in increased client retention rates.
- Analyzed performance metrics to identify areas for improvement and implemented necessary changes.
- Facilitated regular team meetings to discuss goals, challenges, and best practices for continued success.
- Collaborated with management to develop strategies for improving overall customer experience.
- Handled escalated customer concerns, resolving situations satisfactorily and restoring clients'' confidence in the company.
- Monitored call center metrics to keep track of individual and team performance against set targets.
- Conducted regular evaluations of staff performance, providing coaching sessions as needed to support ongoing development.
- Implemented quality assurance measures to maintain high standards of customer care services.
Education
Bachelor of Science in Criminal Justice -
Columbia College
St. Louis, MO01.2016
Skills
- Ability to type 40 wpm
- Inbound Customer Service
- Problem Resolution
- Customer Service
- Call center experience
- Data Entry
- Complaint Handling
- Documentation And Reporting
- Conflict Mediation
- CRM Software
- Problem-solving abilities
- Goal Setting
Personal Information
Title: Letter Carrier - United States Postal Service
Timeline
Customer Care Team Lead
Southeast Toyota Finance
01.2021 - 05.2023
Casino Slot Attendant
River City Casino
09.2019 - 03.2020
Inside Sales Representative
Spectrum
03.2018 - 03.2020
Letter Carrier
United States Postal Service
01.2003 - Current
Bachelor of Science in Criminal Justice -
Columbia College
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