Ashley Williams
Lawrenceville,GA
Summary
I am a skilled professional with an extensive background in customer service. Calm and poised in the most pressure-driven situations. Pursuing an Online Chat Specialist position where excellent response and writing skills will help improve a company's success. I am a strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. I am looking to bring an addition to the team as a Chat Agent.
Overview
5
5
years of professional experience
Work History
Chat Support Specialist
Vetcove
01.2022 - 12.2023
- Responded to customer inquiries and provided accurate information about products and services via live chat.
- Assisted customers with order placement, product returns and order tracking.
- Resolved customer complaints by identifying problems, suggesting solutions and implementing corrective action.
- Assisted department with email-based and phone support when call center was busy or short-staffed.
- Assisted team leader with coaching and mentoring of new employees.
- Trained new team members on live chat procedures and customer service protocols.
- Handled inbound customer chat conversations from various websites.
- Investigated and resolved customer inquiries and complaints quickly.
Customer Service Representative Remote
Endurance Warranty Services LLC
08.2020 - 01.2022
- Provided primary customer support to internal and external customers.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Investigated and resolved accounting, service and delivery concerns.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Trained new personnel regarding company operations, policies and services.
Customer Service Representative Remote
MVF Company LLC
03.2019 - 08.2020
- Updated account information to maintain customer records.
- Responded to customer requests for products, services, and company information.
- Provided primary customer support to internal and external customers.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered constant flow of customer calls with minimal wait times.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
Education
Master of Science - Accounting And Finance
DeVry University
Downers Grove, IL05.2024
Certificate - Medical Insurance Billing
DeVry University
Downers Grove, IL06.2021
Bachelor of Science - Legal Studies
American Public University System
Charles Town, WV06.2020
Skills
- Support Services
- Live Chat Software: Live Chat
- Type 80 WPM
- Corporate Branding Initiatives
- Computer Proficiency
- Management Interaction
- Telephone Etiquette
- Excellent Grammer
- Client Inquiries
- Research
- Customer Engagement
- Remediation Activities
Timeline
Chat Support Specialist
Vetcove
01.2022 - 12.2023
Customer Service Representative Remote
Endurance Warranty Services LLC
08.2020 - 01.2022
Customer Service Representative Remote
MVF Company LLC
03.2019 - 08.2020
Master of Science - Accounting And Finance
DeVry University
Certificate - Medical Insurance Billing
DeVry University
Bachelor of Science - Legal Studies
American Public University System