Ashley Watson
Grand Rapids,MI
Summary
Enthusiastic Sales and Customer Service professional with expertise in communication and negotiating. Driven to consistently provide superior quality customer service. Innovative in leveraging extensive knowledge of products and services as well as creating relevant solutions for customers. Highly adept at training, managing, coaching and working along side a team of sales and customer service associates. Unwavering talent for interacting with staff at all levels of organization and public.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Retention Sales
Spectrum Charter Communications
06.2023 - 06.2024
- Strengthened relationships with key accounts through consistent follow-up and proactive problem-solving efforts.
- Enhanced team productivity by regularly sharing best practices, tips, and techniques for successful client interactions.
- Developed targeted sales strategies to improve customer retention and increase revenue.
- Streamlined internal processes to ensure timely resolution of customer issues, thereby boosting overall satisfaction ratings.
- Achieved high satisfaction rates through exceptional communication and interpersonal skills.
- Collaborated with cross-functional teams to create customized offers that met individual customer needs, leading to higher retention rates.
- Educated customers about billing, payment processing and support policies and procedures.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Psychiatric Technician
Forest View Psychiatric Hospital
01.2020 - 05.2023
- Implemented crisis intervention protocols when necessary, ensuring the safety of all patients and staff members involved.
- Developed strong rapport with diverse patient populations through empathetic listening skills, helping them feel heard and understood.
- Observed patients closely for signs of distress or changes in condition, promptly reporting concerns to supervising clinicians for appropriate intervention.
- Utilized de-escalation techniques to manage challenging behaviors effectively, promoting a calm atmosphere conducive to healing.
- Charted on each patient daily.
- Maintained accurate and up-to-date documentation of patient progress, facilitating effective communication among healthcare team members.
- Ensured a safe and supportive environment for patients through close monitoring and crisis management techniques.
- Took and monitored vital signs, administered medications, and managed patient behavior.
- Implemented behavior modification strategies based on individual patient needs, contributing to improved functioning within daily life activities.
- Assisted in patient goal-setting and regularly monitored progress, celebrating successes and addressing barriers to achievement.
- Counseled and mentored clients on substance use and life choices.
- Collaborated closely with mental health professionals with treatment plan implementation.
- Assessed patient progress and reported changes to supervising physician.
Repossession Specialist
Loss Prevention Services
03.2017 - 01.2020
- Implemented new software solutions that increased operational efficiency within the department, leading to faster case resolutions for clients.
- Recovered assets by locating and securing collateral, ensuring minimal loss for clients.
- Built strong relationships with clients through consistent communication about account status updates and progress reports on recoveries made.
- Demonstrated strong negotiation skills in obtaining voluntary surrenders from debtors, reducing the need for time-consuming and potentially contentious repossession efforts.
- Expedited asset liquidation by coordinating closely with auction houses and other disposal channels.
- Maintained comprehensive records of each repossession case, ensuring accurate and timely updates for clients and management.
- Streamlined repossession processes for increased efficiency in asset recovery operations.
Education
Associate of Science - General Psychology
Grand Rapids Community College
Grand Rapids, MI05.2020
Skills
- Client Relationship Building
- Objection handling
- Customer Empathy
- CRM proficiency
- Upselling strategies
- Performance Tracking
- Customer Service
- Customer Relationship Building
- Interpersonal communication skills
- Staff Training
- Customer Needs Assessment
- Closing Techniques
- Performance Improvement
- Cold-calling
- Upselling and Cross Selling
- Behavioral Management
Accomplishments
- Ranked #1 seller in Walker call center retention team for 6 months.
- Managed 600+ retention & upsell opportunities per month.
Certification
- CPR Certification, Forest View Hospital/American Red Cross - expires April 2025.
Timeline
Retention Sales
Spectrum Charter Communications
06.2023 - 06.2024
Psychiatric Technician
Forest View Psychiatric Hospital
01.2020 - 05.2023
Repossession Specialist
Loss Prevention Services
03.2017 - 01.2020
Associate of Science - General Psychology
Grand Rapids Community College