Ashley N. Mack
Hagerstown,MD
Summary
Energetic, Professional Customer Service Representative offering: An unwavering commitment to customer service, over a decade working in the customer service industry with the ability to build productive relationships, resolve complex issues and win customer loyalty.
Overview
9
9
years of professional experience
Work History
Service Master
Bj’s Restaurant
Hagerstown, MD
05.2018 - Current
- Expert knowledge of steps of service
- Trained new team members on restaurant procedures, menu items and performance strategies.
- Perform opening/closing duties each week
- Speak to guests to ensure satisfaction with food, drinks and service
- Present bills, accept payments, operate POS system, uphold strict cash handling procedures and accountability for all transactions
- Respond to guest complaints
Server
Texas Roadhouse
Hagerstown, MD
12.2016 - 05.2018
- Speak to guests to ensure satisfaction with food, drinks and service
- Present bills, accept payments, operate POS system, uphold strict cash handling procedures and accountability for all transactions
- Upsold high-profit items such as appetizers and mixed drinks to enhance sales numbers.
- Took and submitted orders that accommodated customer preferences and dietary requirements.
- Learned and utilized extensive bar knowledge to enhance guest dining experiences.
Online Product Support Representative/ Mail Room Clerk
Ultimate Staffing
Frederick, MD
07.2015 - 01.2017
- Responded to customer technical and service enquiries via phone and email that included such tasks as: order entry and queries related to orders, journal access, claims, gratis, group hospital, web store and general updates such as address changes
- Supported product lines including thePoint/Solution Sites, PrepU, CoursePoint/CoursePoint+, vSim, Nursing Concepts, and Optum
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
- Performed troubleshooting and tested customer issues via phone, email and remote assistance software.
- Received and sorted incoming mail to distribute to other departments or individuals
Fraud Ops Specialist
Citi Corp
Hagerstown, MD
08.2013 - 06.2014
- Contacted customers directly to notify of fraudulent activity and minimize impacts.
- Listened to customer’s questions and concerns, and provided answers or responses
- Reviewed or made changes to customer accounts
- Recorded details of customer contacts and actions taken
- Worked fraud detection and prevention activities
- Reviewed accounts for suspicious possible fraudulent activity
- Collaborated with team members to discuss fraud trends and brainstorm methods to combat this type of crime.
Customer Service Representative
First Data
Hagerstown, MD
12.2012 - 04.2013
- Answered incoming calls in a high volume call center environment
- Helped customers navigate choices between services with support for questions such as terms, pricing and availability.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
Head cashier/ Trainer
Save A Lot
Hagerstown, MD
12.2011 - 12.2012
- Supervised new and existing cashiers by verifying accuracy of prices and customers charges.
- Accepted payments from customers and gave change and receipts
- Trained new employees by providing knowledge of specific store tasks, policies and goals.
- Processed returns and exchanges of merchandise, which included inspecting whether the items were in good condition and used the right procedure for cash, credit cards, or other types of payment
- Answered customer’s questions and provided information about the store's procedures and policies
Education
High School Diploma -
South Hagerstown High School
05.2001 -
Skills
The ability to navigate all up to date computer systems includingMicrosoft Office, Excel, PowerPoint, Outlook, etc
Timeline
Service Master
Bj’s Restaurant
05.2018 - Current
Server
Texas Roadhouse
12.2016 - 05.2018
Online Product Support Representative/ Mail Room Clerk
Ultimate Staffing
07.2015 - 01.2017
Fraud Ops Specialist
Citi Corp
08.2013 - 06.2014
Customer Service Representative
First Data
12.2012 - 04.2013
Head cashier/ Trainer
Save A Lot
12.2011 - 12.2012
High School Diploma -
South Hagerstown High School
05.2001 -