Ashlyn Gilbert
Arlington,TX
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
17
17
years of professional experience
Work History
Supervisor
United Parcel Services
07.2014 - Current
- Manage, plan, organize, and direct all employees assigned
- Applied leadership and analytical skills to execute company goals.
- Oversaw 20-30 employees and responsible for facilitating cooperation and communication between all employees on site.
- Promoted diligence and culture of safety for drivers and warehouse operations.
- Started up and shut down processing equipment.
- Developed and implemented policy and procedure updates to improve workflow and productivity.
- Cleaned and maintained warehouse in compliance with OSHA safety standards.
- Supervised shipping and receiving, distribution and workplace safety.
- Completed daily operations on time and maintained high standards of accuracy.
- Operated warehouse material handling equipment correctly to move loads.
- Supervised shipping and handling operations.
- Oversaw upkeep of equipment and physical condition of warehouse, identifying and ordering needed repairs, renovations, and replacements.
- Maintained high levels of accuracy in daily operations.
- Monitored employee performance and offered mentoring and leadership to improve any deficiencies.
- Monitored adherence to safety protocols and company policies by staying attentive to details.
- Built motivated warehouse team to consistently accomplish operations goals and exceed performance targets.
Inbound Customer Care Representative
SCAN Health Plan
05.2010 - 07.2014
- Verified customer identification and documentation for compliant transactions.
- Promptly responded to inquiries and requests from prospective customers.
- Responded proactively and positively to rapid change.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Assisted members with correcting account, service, and system issues by educating on required forms and technical processes.
- Delivered prompt service to prioritize customer needs.
- Educated customers about billing, payment processing and support policies and procedures.
- Maintained up-to-date knowledge of product and service changes.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Investigated and resolved customer inquiries and complaints quickly.
- Met customer call guidelines for service levels, handle time and productivity.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer calls and emails to answer questions about products and services.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Cashier
Target
04.2008 - 04.2010
- Handled cash with high accuracy and took care to check bills for fraud.
- Worked with floor team and managers to meet wide range of customer needs.
- Demonstrated product features, answered questions and redirected objections to highlight positive aspects.
- Worked flexible schedule and extra shifts to meet business needs.
- Reconciled cash drawer at start and end of each shift, accounting for errors, and resolving discrepancies.
- Greeted customers entering store and responded promptly to customer needs.
- Built relationships with customers to encourage repeat business.
- Checked personal identifications during alcohol and tobacco sales.
- Identified and resolved discrepancies and errors in customer accounts.
- Maintained current knowledge of store promotions and highlighted sales to customers.
- Processed refunds and exchanges in accordance with company policy.
- Responded promptly to requests for assistance, spills and customer inquiries.
Rural Mail Carrier
USPS
11.2024 - Current
- Achieved high levels of accuracy in mail sorting and delivery by consistently double-checking addresses and package labels.
- Followed safety protocols and regulations while driving, upholding professional service reputation.
- Provided excellent customer service, addressing concerns and assisting with inquiries from rural customers.
- Handled sensitive materials confidentially, protecting customer privacy and meeting USPS guidelines for secure mailing practices.
- Demonstrated flexibility by covering additional routes as needed or stepping in for absent colleagues when necessary.
- Managed time effectively to accommodate fluctuations in workload due to seasonal demands or unexpected challenges.
- Communicated regularly with supervisors regarding route progress, issues encountered, or any necessary adjustments needed.
Rural Carrier
USPS
Keller
11.2024 - Current
- Handled sensitive materials responsibly, ensuring confidentiality of customer information at all times.
- Pleasantly greeted and engaged customers, assisting with any mail-related issues.
- Improved overall efficiency with proper vehicle maintenance and timely repairs.
- Reduced delivery errors by maintaining an organized and up-to-date route sheet system.
- Collaborated with coworkers to handle overflow or challenging deliveries, optimizing overall team productivity.
- Increased accuracy of mail distribution by regularly updating address changes in the system.
- Picked up outgoing mail from letter boxes and in person from customers.
- Picked up and delivered mail on time each day, taking into consideration weather and road conditions.
Education
High school diploma -
Juan Seguin
Arlington, TX06.2010
Skills
- Call Management
- Appointment Scheduling
- Conflict Resolution
- Computer Proficiency
- Customer Service
- Complaint Handling
- Call center experience
- Documentation
- Problem-solving abilities
- Follow-up skills
- Customer Relations
- Clerical Support
- Live chat support
- Conflict Mediation
- Client Relations
- Call Center Operations
Timeline
Rural Mail Carrier
USPS
11.2024 - Current
Rural Carrier
USPS
11.2024 - Current
Supervisor
United Parcel Services
07.2014 - Current
Inbound Customer Care Representative
SCAN Health Plan
05.2010 - 07.2014
Cashier
Target
04.2008 - 04.2010
High school diploma -
Juan Seguin