Ashley Waltonbaugh
Bruceton Mills,WV
Summary
Accomplished Operations and inbound customer service call Manager with a proven track record at Tri County Restoration, enhancing operational efficiency and customer satisfaction. Skilled in Operations Management and Teamwork, I excel in driving performance improvements and fostering collaborative environments. Achieved significant cost reductions and maintained high-quality standards, demonstrating decisive leadership and a commitment to excellence.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Manager of Operations
Tri County Restoration
Pittsburgh, PA
04.2020 - Current
- Manage large amounts of inbound and outbound calls in a timely manner
- Follow communication “scripts” when handling different topics
- Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives
- Seize opportunities to upsell products when they arise
- Build sustainable relationships and engage customers by taking the extra mile
- Keep records of all conversations in our call center database in a comprehensible way
- Frequently attend educational seminars to improve knowledge and performance level
- Meet personal/team qualitative and quantitative targets
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Oversaw facility maintenance activities to ensure optimal performance of equipment and infrastructure elements.
- Identified and resolved unauthorized, unsafe, or ineffective practices.
- Successfully managed budgets, consistently meeting financial targets while maintaining high-quality standards.
- Evaluated employee performance regularly, promoting professional growth opportunities through coaching methods.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
Manager
HRG
Pittsburgh, PA
08.2019 - 09.2022
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Onboarded new employees with training and new hire documentation.
- Cross-trained existing employees to maximize team agility and performance.
- Communicated clearly with employees, suppliers and stakeholders to keep everyone on same page and working toward established business goals.
- Improved marketing to attract new customers and promote business.
- Reduced operational costs through comprehensive process improvement initiatives and resource management.
- Leveraged data and analytics to make informed decisions and drive business improvements.
Education
High School Diploma -
Elizabeth Forward Senior High School
Elizabeth, PA05.2021
Skills
- Teamwork and Collaboration
- Decision-Making
- Customer Service
- Staff Management
- Customer Relations
- Operations Management
- Quality Assurance
- Customer Service Management
- Operations Oversight
- Administrative Management
- Human Resources
Certification
- Licensed Insurance Producer - 2023
Languages
French
Limited Working
Spanish
Limited Working
Timeline
Manager of Operations
Tri County Restoration
04.2020 - Current
Manager
HRG
08.2019 - 09.2022
High School Diploma -
Elizabeth Forward Senior High School