Ashton Hansen
Cheyenne,WY
Summary
Dynamic professional with expertise in customer service training and team leadership. Demonstrated success in improving operational efficiency through effective communication and process enhancements. Proficient in work order verification and onboarding, consistently achieving high customer satisfaction scores while promoting a collaborative team environment.
Overview
16
16
years of professional experience
Work History
Service Writer
Bish's RV
Cheyenne, WY
07.2024 - Current
- Manage service appointments and schedules to enhance customer convenience.
- Verify service needs and expectations through effective communication with customers.
- Documented service history and maintenance records for RVs to ensure accurate tracking
- Coordinate with technicians to achieve the timely completion of services.
- Handle complex customer concerns, ensuring an efficient response.
- Performed administrative duties including filing paperwork and answering phones
- Reviewed work orders with technicians to verify accuracy of labor times and parts costs
- Present and maintain clear expectations on service charges and scheduling.
- Technician coordination
Care Giver
Premier Financial Management Service
WY, WY
05.2020 - 06.2022
- Planned, prepared, and served meals and snacks to residents.
- Executed daily household tasks, including cooking, cleaning, and laundry.
- Documented behavior changes, sleeping patterns, medications, and eating habits in medical records.
- Transported residents to medical appointments and other healthcare visits.
Regional Account Representative
Crocs Inc.
CO, CO
08.2018 - 01.2020
- Monitored and maintained orderbook to ensure accuracy and efficiency
- Achieved on-time, in-full (OTIF) metrics consistently
- Processed invoicing and credits with precision
- Conducted SAP testing to enhance system functionality
- Managed regional accounts to bolster customer satisfaction and retention
- Cultivated strong relationships with key retail partners within assigned territories
- Analyzed sales data to identify trends and optimize inventory levels.
Intellisource Co. Associate
Intellisource at Crocs
Niwot, CO
09.2013 - 08.2018
- Supervised daily operations, ensuring efficient workflow and productivity
- Implemented process improvements to enhance operational efficiency across departments
- Managed scheduling and staffing to fulfill operational requirements effectively
- Conducted performance evaluations, providing constructive feedback for professional growth
- Resolved employee conflicts, fostering a positive company culture
- Processed payroll accurately for 40 to 105 employees weekly.
- Managed employee data and benefits administration across departmental staffing.
- Developed strategies for cost-saving measures throughout organizational operations
Customer Service Trainer
Crocs
CO, CO
06.2012 - 09.2013
- Developed training programs for online customer service employees at Crocs
- Facilitated workshops focused on product knowledge and service skills enhancement
- Coached new hires to achieve performance metrics and adapt quickly
- Created instructional materials to streamline onboarding processes for new team members
- Mentored staff in communication and conflict resolution techniques
- Collaborated with management to assess training needs and identify gaps
- Implemented best practices for customer serve interactions, maintaining a CSTAT score of 95% or higher
- Coordinated mock exercises to simulate real customer scenarios
Customer Service Team Lead
Crocs
CO, CO
05.2011 - 06.2012
- Managed customer service team to efficiently resolve inquiries and improve support quality.
- Processed RAA refunds, ensuring accuracy and timely reimbursements.
- Identified trends in customer requests to develop proactive solutions.
- Maintained current knowledge base of products, services, and pricing information.
Customer Service Representative
Crocs
CO, CO
08.2009 - 05.2011
- Delivered high-volume customer support via calls, emails, and live chat
- Utilized Crocs systems including Demandware, E1, and Warehouse Manager for order processing
- Assisted customers with product selection and inquiries to enhance satisfaction
- Resolved customer complaints through effective communication and problem-solving techniques
Education
High School Diploma -
PTC
Fort Collins05-2008
Skills
- Microsoft Office proficiency
- Salesforce, Lightspeed, and Retool
- Retool application skills
- Work order verification
- Technician coordination
- New hire recruitment and onboarding
- Kronos, ADP
- Clear and concise written and verbal communication
- Work order verification and maintenance documentation
- Maintaining and improving standard onboarding procedures
Timeline
Service Writer
Bish's RV
07.2024 - Current
Care Giver
Premier Financial Management Service
05.2020 - 06.2022
Regional Account Representative
Crocs Inc.
08.2018 - 01.2020
Intellisource Co. Associate
Intellisource at Crocs
09.2013 - 08.2018
Customer Service Trainer
Crocs
06.2012 - 09.2013
Customer Service Team Lead
Crocs
05.2011 - 06.2012
Customer Service Representative
Crocs
08.2009 - 05.2011
High School Diploma -
PTC