Ashlynn Rowane
.
Nashville,TN
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the technology and media industries. 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
3
3
years of professional experience
4
4
years of post-secondary education
2
2
Certifications
Work History
Customer Care Specialist
SmileDirectClub
Nashville, TN
02.2020 - Current
- Streamlined operational efficiencies by managing accounts and contracts and processing system orders and cancellations.
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
- Handle 50+ customer interactions per day, giving detailed, personalized, friendly, and polite service to ensure customer retention and satisfaction.
- Achieved 96% satisfaction rating through consistent, proactive resolutions of customer issues on first call.
- Accurately tracked and recorded all customer interactions in CRM platform.
- Had to meet daily and weekly metrics, both individual and team
Social Media Coordinator
Techworxllc
Erie, PA
06.2019 - 01.2020
- Collaborated with sales, product management and web development teams to create specific marketing campaigns across multiple platforms.
- Strategically planned, implemented and monitored client's social media content and campaigns using complex editorial calendar.
- Supported SEO initiatives to improve content, keywords, and branding.
- Wrote social media content and weekly technology based blog posts to increase engagement with customers.
- Tracked innovations in social media and worked with key functional groups to adopt emerging technology.
Technical Research Specialist Intern
CI CoLab - University Of Kentucky
Lexington, KY
01.2019 - 05.2019
- Assisted various departments with change by communicating new improvement plans and expectations.
- Responsible for running eye-tracking, usability testing, virtual reality sessions, and social media.
- Planned, marketed, and implemented training sessions for UK faculty, staff and students.
- Assisted with social media content creation and performance analysis.
Education
Bachelor of Science - Information Communication Technology
University of Kentucky
Lexington, KY 08.2015 - 05.2019
Skills
User Experience
Certification
SCRUM Master
Projects
Eye Tracking the Usability of E-Commerce Websites
Timeline
Customer Care Specialist
SmileDirectClub
02.2020 - Current
Social Media Coordinator
Techworxllc
06.2019 - 01.2020
Technical Research Specialist Intern
CI CoLab - University Of Kentucky
01.2019 - 05.2019
Bachelor of Science - Information Communication Technology
University of Kentucky
08.2015 - 05.2019
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