Ashley Carter
Hope Mills,NC
Summary
Disciplined worker with success in working within busy, fast-paced settings. Skilled in building positive personal and professional relationships. Service-oriented individual with over 20 years experience in building positive business and customer relationships. Focused and diligent in completing tasks on time. Strong background of customer service and organization with established processes and procedures.
Overview
13
13
years of professional experience
Work History
Virtual Customer Service Representative
Acd Direct
Hope Mills, NC
03.2017 - 04.2023
- Responded to customer requests for products, services, and company information.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Resolved concerns with products or services to help with retention and drive sales.
- Documented and detailed calls and complaints using call center's CRM database.
- Escalated complicated customer account issues to supervisors and help desk workers.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Performed various clerical duties by filing and faxing documents and creating customer databases.
- Responded to website and email inquiries within 2 business days to maintain customer satisfaction and generate positive reviews
Rural Mail Carrier
United States Postal Service, USPS
Fayetteville, NC
02.2012 - 02.2017
- Communicated with customers regarding delivery requests, stoppages and restarts of mail delivery
- Greeted customers, neighbors and others when completing route responsibilities to maintain positive relationships
- Communicated with supervisor to report product or customer issues
- Listened to and resolved customer's complaints regarding products or services
- Answered questions about USPS or company policies from customers along route
- Provided change-of-address cards and other postal forms
- Sorted mail and packages according to delivery sequence
- Assisted customers in receiving oversized parcels by carrying items inside
- Delivered letters, documents, and parcels to businesses and homes
- Handled undeliverable mail in accordance with established procedures
- Sold stamps and other postal products to customers along route
- Obtained signatures and receipts for registered, certified and insured mail
- Collected money for cash-on-delivery and postage-due mail to turn in receipts to postal office
- Maintained accurate records of deliveries
- Kept route up to date with vacancies and new addresses to maintain route was orderly
- Performed pre- and post-trip safety inspections on work vehicle to record and report malfunctions
- Utilized own personal vehicle or company vehicle to deliver mail
- Performed routine inspection and preventive care on delivery vehicle for optimal performance
- Observed road rules, weather and road conditions and other factors to maintain safe driving record
- Drove delivery vehicles 72 miles to serve over 700 customers
- Wrote detailed trip reports with notable details about road conditions, weather, and obstacles encountered.
Customer Service Representative
Arise Virtual Solutions Inc.
Hope Mills, NC
02.2010 - 02.2012
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Tracked customer service cases and updated service software with customer information.
- Answered customer telephone calls promptly to avoid on-hold wait times
- Educated customers about billing, payment processing and support policies and procedures
- Increased efficiency and performance by monitoring team member productivity and providing feedback
Education
Associate of Applied Science - Nursing
03.2026
High School Diploma -
2002
Skills
- Hard-working
- Verbal/written communication
- Punctuality
- Training and coaching
- Schedule coordination
- Customer assistance
- Issue resolution
- Dedicated team player
- Strong interpersonal skills
- Meticulous attention to detail
- Strong in multitasking
- Proofreading
- Understands grammar
- Keyboarding 50 WPM
Timeline
Virtual Customer Service Representative - Acd Direct
03.2017 - 04.2023
Rural Mail Carrier - United States Postal Service, USPS
02.2012 - 02.2017
Customer Service Representative - Arise Virtual Solutions Inc.
02.2010 - 02.2012
Fayetteville Technical Community College - Associate of Applied Science, Nursing
Douglas Byrd High School - High School Diploma,