Ashli Nicole Hill
Prospect,CT
Summary
Knowledgeable and dedicated professional with extensive experience in the 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
14
14
years of professional experience
Work History
Director of Operations
Hedges Landscaping, LLC
10.2018 - Current
- Developed systems and procedures to improve operational quality and team efficiency.
- Established strong partnerships with vendors and suppliers ensure alignment with business requirements.
- Worked collaboratively with functional leaders to implement new procedures and corrective actions to improve quality.
- Delivered exceptional customer experiences with constant communication at the beginning, during and end of project.
- Enhanced employee engagement by developing training programs and promoting professional development opportunities.
- Managed multiple crews for successful completion of projects, resulting in increased productivity.
- Ensured business continuity during unforeseen events such as Winter Storms.
- Interacted well with customers to build connections and nurture relationships.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Opened new accounts and documented personal, demographic, and payment information in system.
- Documented customer interactions and transactions, maintaining accurate records of all dealings.
- Generated leads and established relationships with potential customers through outbound telephone calls.
- Approved and terminated customer contracts upon request.
- Performed various clerical duties by filing and faxing documents and creating customer databases.
- Investigated and resolved accounting, service and delivery concerns.
- Developed and updated databases to handle customer data.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
Call Center Representative
Spectrum Business
02.2018 - 08.2019
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
- Processed debit and credit card and electronic check payments.
- Educated customers about billing, payment processing and support policies and procedures.
- Maintained up-to-date knowledge of product and service changes.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Approved and terminated customer contracts upon request.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Effectively communicated complex information in a digestible format for callers of varying levels of technical understanding.
- Collaborated with team members to share best practices and improve overall team performance in meeting targets.
Call Center Representative
AT&T Call Center
02.2016 - 07.2017
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Achieved positive outcomes on challenging calls by leveraging advanced problem-solving abilities combined with empathetic listening skills.
- Retained valuable customers at risk of canceling their services by offering tailored solutions, addressing concerns with empathy, and providing incentives.
- Supported colleagues in achieving collective goals through peer coaching, constructive feedback sharing, and consistent teamwork efforts.
- Resolved customer complaints efficiently, ensuring a positive experience and fostering long-term relationships.
- Utilized CRM systems effectively for tracking customer interactions, updating account information, and managing leads.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Overcame objections using friendly, persuasive strategies.
- Utilized sales techniques to build customer interest and close sales.
- Explained product prices and packages as well as answered questions and addressed concerns of customers.
- Delivered scripted sales talks to customers reached via manual and automatic dialing systems.
- Implemented upselling techniques to increase revenue and move product.
- Opened new accounts and documented personal, demographic, and payment information in system.
- Utilized active listening skills to identify customer needs and provide appropriate solutions.
- Enhanced communication skills through active listening, empathy, and clear verbal responses during customer interactions.
- Demonstrated strong problem-solving skills by resolving customer issues during first call.
- Built positive relationships with customers by providing exceptional customer service.
- Developed rapport with customers while maintaining a professional tone throughout conversations, resulting in higher satisfaction scores.
Salon Director
Suntancity
08.2014 - 02.2016
- Recruited and hired salon personnel bringing expertise, enthusiasm and talent to business.
- Conducted employee performance assessments and provided feedback that would help workers reach monthly goals.
- Collaborated with fellow directors to exchange best practices and improve overall business performance across locations.
- Ensured compliance with health regulations within the salon premises while maintaining high safety standards at all times.
- Coached and trained employees to optimize performance and achieve demanding business objectives.
- Maintained posting of MSDS sheets in workplace.
- Mentored salon employees in upselling techniques and tried-and-true marketing methods to enhance service and boost sales opportunities.
- Cultivated a positive work environment, fostering strong team collaboration and staff retention.
- Enhanced client satisfaction by providing exceptional customer service and addressing their individual needs.
Residential Assistant
Adanta
05.2010 - 06.2012
- Logged and filed incident reports, detailing significant occurrences during assigned shifts.
- Attended continuing training sessions on SCM techniques and methods, administering am/pm meds, 1:1 watch etc.
- Observed and documented resident progress, reporting recorded metrics to house manager.
- Aided residents in completing daily routines of care and activities.
- Coordinated maintenance schedules with vendors to minimize disruption to residents'' daily lives while still completing necessary repairs efficiently.
- Coordinated activities and events to create safe, positive and inclusive environment.
- Provided crisis management and intervention during emergency situations.
- Developed and maintained relationships with parents to promote positive living environment for students.
Education
Associate of Arts - Psychology
Somerset Community College
Somerset, KYSkills
- Operational Efficiency
- Strategic planning and execution
- Staff Management
- Customer Service
- Hiring and Onboarding
- Delegating Work
- Business Management
- Teamwork and Collaboration
- Employee Relations
- Customer Relations
- Performance Evaluation and Monitoring
- Performance Improvements
- Human Resources
- Direct Sales
Timeline
Director of Operations
Hedges Landscaping, LLC
10.2018 - Current
Call Center Representative
Spectrum Business
02.2018 - 08.2019
Call Center Representative
AT&T Call Center
02.2016 - 07.2017
Salon Director
Suntancity
08.2014 - 02.2016
Residential Assistant
Adanta
05.2010 - 06.2012
Associate of Arts - Psychology
Somerset Community College
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