ASHLEY VAZQUEZ
Birmingham
Summary
Advanced Clerical and Customer Service Skills Highly organized with years of experience providing streamlined administrative support. Proficient at meeting deadlines without sacrificing accuracy and recognized for consistently surpassing expectations. Adaptable in fast-changing work conditions and experienced in customer service skills including active listening, interpersonal skills, communication, complaint resolution, empathy, and positivity.
Overview
12
12
years of professional experience
Work History
Account Expert
T-Mobile
04.2022 - Current
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Identified and resolved discrepancies and errors in customer accounts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Analyzed customer service metrics to identify trends and develop strategies for improvement.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
Senior Customer Relations Manager
Regions Bank
03.2022 - Current
- Customer Service and Support.
- Delivered fast and knowledgeable service for routine questions and service complaints.
- Assisted staff with resolving complex customer issues and implementing targeted solutions.
- Responded to phone and online customer service requests within designated turnaround time to improve customer satisfaction ratings.
- Investigated customer complaints and provided resolutions to escalated issues.
- Reviewed existing policies, procedures, and processes related to customer complaints and proposed changes as needed.
- Monitored the progress of each issue and ensured timely resolution within established SLAs.
Credit Specialist
Wells Fargo Bank
06.2020 - 03.2022
- Managed incoming calls from customers seeking assistance with their credit cards and provided solutions accordingly.
- Educated customers about their rights with regard to billing disputes and fraud protection services.
- Ensured compliance with all federal laws pertaining to consumer financial protection including Fair Credit Reporting Act regulations.
- Monitored daily performance metrics such as average handle time, first contact resolution rate, ensuring team goals were met.
- Verified accuracy of customer information in order to ensure proper account management.
- Provided customer service to cardholders by responding to inquiries, resolving complaints and providing guidance on product features.
- Processed payments, balance transfers, account updates and other transactions accurately and efficiently.
Senior Administrative Assistant
Dynamic Management Consultants, Education And Development
09.2012 - 06.2020
- Managed physical and digital files, monitored spreadsheets, and updated reports to coordinate project materials.
- Organized and maintained detailed office filing systems.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Used approved scripts to de-escalate angry customers during telephone interactions.
- Provided exceptional customer service to ensure customer satisfaction.
Education
High School Diploma -
G.W. Carver High School
Birmingham, AL05-2013
Skills
- Paperwork Processing
- Inbound and Outbound Calling
- Complaint resolution
- Data Entry
- Data Collection
- Product Knowledge
- Building rapport
- Call Center Operations
- Documentation
- Researching
- Microsoft Office Suite
- Office equipment proficiency
- Escalation management
- Service Level Agreements
- Staff Monitoring
- Skill Development
- Team coaching
Accomplishments
- 96% Customer Satisfaction Metrics
- 98% Performance Metrics
Timeline
Account Expert
T-Mobile
04.2022 - Current
Senior Customer Relations Manager
Regions Bank
03.2022 - Current
Credit Specialist
Wells Fargo Bank
06.2020 - 03.2022
Senior Administrative Assistant
Dynamic Management Consultants, Education And Development
09.2012 - 06.2020
High School Diploma -
G.W. Carver High School