Ashley Johnson
Lewisville,TX
Summary
Knowledgeable and dedicated customer service professional with extensive experience in customer service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
15
15
years of professional experience
1
1
Certification
1
1
Language
Work History
Licensed Esthetician
European Wax Center
Coppell, TX
04.2023 - Current
- Maintained clean, sanitary, and organized treatment room in compliance with industry regulations.
- Sterilized equipment for patient treatments.
- Enhanced client satisfaction by providing high-quality waxing services and maintaining a clean workspace.
- Increased repeat business through excellent customer service and personalized treatment recommendations.
- Consistently met appointment scheduling requirements, ensuring timely services for all clients.
Licensed Esthetician
AVEDA INSTITUTE
Los Angeles
02.2022 - 07.2022
- Provided excellent customer service and skincare treatments to over 50 clients
- Educated clients on skincare techniques based on skin type and individual needs
- Maintained rigorous standards of sanitation and sterilization as directed by law and spa's policies and procedures
- Completed facial treatments and brow services
- Prepared facility and equipment for client visits.
Call Center Supervisor
Biz-X Inc
San Diego
08.2016 - 07.2019
- Prepared, completed and processed customer account forms and database changes
- Boosted productivity by maintaining strong call control and quickly working through scripts to address diverse problems
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis
- Handled customers effectively by identifying needs, quickly gaining trust, approaching complex situations and resolving problems to maximize efficiency
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Trained team members on performance metrics and consumer behavior identification.
- Developed process controls and metrics for daily management of call center.
- Achieved high-quality service levels by continuously monitoring calls and providing constructive feedback to agents.
- Enhanced team performance with consistent coaching, feedback, and development opportunities.
- Increased first-call resolution rates by equipping agents with comprehensive knowledge of products and services.
- Supervised 30 call center agents in providing excellent customer service to callers requiring assistance for account and membership issues.
Boatswain Mate/Petty Officer Third Class
US Navy
San Diego
02.2009 - 02.2013
- Worked with higher-ranking officers to acquire new skills and knowledge.
- Assisted with equipment maintenance and repair.
- Trained and supervised over 20 personnel in daily operations.
- Utilized on-board navigation and off-ship landmarks to guide vessels.
- Tested, repaired and updated equipment systems and components to meet current and expected demands.
Education
Certificate in Esthetician - Esthetics
Aveda Institute
Dallas, TX03.2023
Certification in Esthetician -
Aveda Institute
Los Angeles, CA07.2022
Associate of Arts - Medical Administrative Specialist
Platt College
Alhambra, CA09.2014
Skills
- Strong Communication Skills
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Data Entry
- Customer Relations
- Call center experience
- Computer Proficiency
- Customer Relationship Management (CRM)
- De-Escalation Techniques
Certification
- Licensed Esthetician - AUG 2022
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Accomplishments
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Supervised team of 30+ staff members.
- Monetary Transactions - Handled cash, check, credit and automatic debit card transactions with 100% accuracy.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
Timeline
Licensed Esthetician
European Wax Center
04.2023 - Current
Licensed Esthetician
AVEDA INSTITUTE
02.2022 - 07.2022
Call Center Supervisor
Biz-X Inc
08.2016 - 07.2019
Boatswain Mate/Petty Officer Third Class
US Navy
02.2009 - 02.2013
Certificate in Esthetician - Esthetics
Aveda Institute
Certification in Esthetician -
Aveda Institute
Associate of Arts - Medical Administrative Specialist
Platt College