Ashley L. Cota
Florence,AZ
Summary
Customer service professional with a strong track record at Achieve, specializing in bilingual communication and conflict resolution. Consistently met and exceeded monthly performance metrics while enhancing client engagement through strategic follow-up. Skilled in data entry and team collaboration, contributing to high levels of customer satisfaction and loyalty in dynamic environments.
Overview
7
7
years of professional experience
Work History
Welcome Call Agent
Achieve
REMOTE, AZ
08.2020 - Current
- Conducted welcome calls for new members in debt resolution program to establish initial engagement.
- Built rapport with clients, facilitating understanding of their financial plans.
- Collaborated effectively within teams to enhance overall workplace productivity.
- Applied core values daily, demonstrating care, integrity, improvement, and collaboration.
- Achieved monthly metrics, contributing to clients' commitment to financial goals.
- Executed regular follow-up calls post-issue resolution to ensure client satisfaction.
- Maintained comprehensive records of customer interactions for future reference.
- Provided accurate product and service information tailored to customer needs.
Customer Service Representative
24-7 Intouch
Mesa, AZ
02.2019 - 06.2020
- Resolved customer complaints efficiently across multiple lines of business, including Booking.com and Netflix.
- Conducted regular follow-up calls to ensure customer satisfaction after issue resolution.
- Maintained comprehensive records of customer interactions, transactions, and feedback.
- Assisted customers with product selection, ordering, billing, returns, exchanges, and technical support.
- Responded to customer inquiries via phone, email, and chat promptly and professionally.
Gas Station Clerk
QuikTrip
San Tan Valley, AZ
07.2018 - 11.2018
- Maintained cleanliness of store by sweeping floors, wiping counters and restocking shelves.
- Provided excellent customer service by addressing complaints promptly and courteously.
- Verified age of customers purchasing alcohol or tobacco products with valid ID.
- Operated cash register to process transactions accurately and efficiently.
- Greeted customers entering the gas station and provided assistance when needed.
Education
High School Diploma -
Lake Havasu High School
Lake Havasu City, AZ06-2018
Certificate - CNA
Mohave Community College
Lake Havasu City, AZ05-2018
Skills
- Bilingual communication
- Customer service and support
- Call management
- Data entry and organization
- Conflict resolution strategies
- Follow-up communication skills
- Team collaboration
- Time management
- Goal oriented
Languages
Spanish
Native/ Bilingual
Timeline
Welcome Call Agent
Achieve
08.2020 - Current
Customer Service Representative
24-7 Intouch
02.2019 - 06.2020
Gas Station Clerk
QuikTrip
07.2018 - 11.2018
High School Diploma -
Lake Havasu High School
Certificate - CNA
Mohave Community College
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