Ashley Williams
Fort Bragg,NC
Summary
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
7
7
years of professional experience
Work History
Owner Loyalty Manager
Flow Automotive Companies
Fayetteville, NC
03.2021 - Current
- Provided exceptional customer service to ensure customer satisfaction.
- Developed and implemented strategies for providing excellent customer service experience.
- Analyzed industry trends to develop competitive strategies.
- Coordinated between various departments to resolve complex problems that require multiple steps or involve multiple teams.
- Served as point-of-contact between customers and internal teams regarding escalated issues requiring special attention.
- Maintained relationships with existing clients by providing superior customer service.
- Reviewed customer feedback and complaints to identify areas of improvement in customer service processes.
- Monitored staff performance to ensure adherence to customer service standards.
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Conducted regular training sessions for staff on new products, services, and customer service techniques.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Responded to phone and online customer service requests within designated turnaround time to improve customer satisfaction ratings.
- Maintained accurate records of customers' interactions with the company in order to provide better future services.
- Evaluated overall effectiveness of existing customer service policies and procedures and recommended changes as necessary.
- Analyzed call center data to identify trends in customer issues and recommend solutions accordingly.
- Ensured prompt resolution of customers' inquiries via phone, email or chat support channels.
- Created reports on customer feedback, complaints, and suggestions for management review.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Monitored phone calls to provide feedback and coaching.
Store Worker
DECA Commissary
Fort Bragg, NC
01.2020 - 03.2021
- Operated cash registers accurately, processed payments, and maintained accurate records of transactions.
- Answered customer phone calls promptly and assisted with product inquiries.
- Balanced cash drawers at the end of each shift.
- Managed customer returns efficiently while providing excellent customer service.
- Provided helpful advice about product features or related accessories.
- Processed online orders in a timely manner ensuring accuracy of all information.
- Followed up with customers regarding their purchases via email or telephone.
- Resolved customer complaints professionally in accordance with company policy.
- Tracked inventory levels using point-of-sale software systems.
- Collaborated with team members to provide exceptional customer service experiences.
- Addressed customer complaints with knowledgeable and speedy support to maximize satisfaction.
- Assisted coworkers with special projects to learn new tasks while gaining additional responsibilities.
- Cashiered with two cash registers at once in tandem to maximize customer flow.
- Greeted customers to determine wants or needs.
Customer Service Representative
The Contact Company
10.2016 - 12.2019
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Developed strong relationships with customers by providing personalized assistance and support.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Answered inbound calls, chats and emails to facilitate customer service.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Developed strong customer relationships to encourage repeat business.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Supported sales team members to drive growth and development.
- Mentored junior team members and managed employee relationships.
Education
GED -
Maine High School
Augusta, ME10-2013
Some College (No Degree) - Psychology
University of Maryland - College Park
GermanySkills
- Customer Relations
- Client Service
- Market Research
- Team Direction
Languages
German
Native/ Bilingual
Accomplishments
- Promotable status after only 2 years at my current employer.
References
References available upon request.
Timeline
Owner Loyalty Manager
Flow Automotive Companies
03.2021 - Current
Store Worker
DECA Commissary
01.2020 - 03.2021
Customer Service Representative
The Contact Company
10.2016 - 12.2019
GED -
Maine High School
Some College (No Degree) - Psychology
University of Maryland - College Park
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