Ash Wolfe
Lakewood,CO
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Overview
4
4
years of professional experience
Work History
Event Planner
Newport Condominium
Makati, Philippines
12.2018 - 03.2019
- Developed detailed event plans and timelines to ensure successful execution of events.
- Scheduled and attended pre-event meetings with clients to discuss event details and objectives.
- Created floor plans, seating arrangements, and other visuals as needed for each event.
- Organized catering services by selecting menu items, negotiating prices, ordering food and beverages, setting up buffet areas.
- Conducted onsite inspections prior to events to identify any potential issues or risks.
- Monitored guest satisfaction levels throughout the duration of an event.
- Maintained accurate records related to attendance, budgeting, contracts.
- Handled customer service inquiries related to specific events or venues.
- Developed relationships with vendors in order to secure discounts or special offers when possible.
- Managed social media accounts associated with company's events portfolio.
- Helped with end-to-end event planning process through meetings, walk-throughs and day-of execution.
- Handled client questions and concerns via different communication channels to deliver exceptional customer service.
Chat Support Representative
Telstra
Pasay, Philippines
05.2016 - 12.2018
- Offered support to customers by providing information on product features, pricing plans, and order inquiries.
- Provided technical assistance to customers through online chat or telephone support.
- Documented all customer interactions and inquiries in the ticketing system accurately and completely.
- Maintained up-to-date knowledge of company's products, services, and policies.
- Followed established protocols for escalation of unresolved customer issues to appropriate personnel.
- Monitored chat queues for incoming requests from customers requiring assistance.
- Suggested alternative solutions when unable to resolve the issue at hand.
- Conducted follow-up calls and chats with customers after resolving their inquiry.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Assessed customer satisfaction levels throughout the interaction process.
- Reported any potential problems or bugs encountered while providing support.
Personal Care Assistant
Newport Condominium
Makati, Philippines
01.2018 - 07.2018
- Assisted elderly clients with activities of daily living such as bathing, dressing and grooming.
- Provided companionship for elderly clients by engaging in conversation and participating in recreational activities.
- Monitored vital signs including blood pressure, temperature and pulse rate.
- Prepared meals according to dietary requirements and assisted with feeding when necessary.
- Administered prescribed medications on a timely basis following care plan instructions.
- Accompanied clients to social events such as movies or plays.
- Helped maintain the safety of the client's environment by removing hazards such as rugs or furniture that could cause falls.
- Assured proper nutrition by preparing meals, grocery shopping and monitoring food consumption levels.
- Maintained clean and well-organized environment for client happiness and safety.
Senior Technical Support Representative
Xbox
Pasay, Philippines
10.2015 - 04.2016
- Provided excellent customer service by effectively addressing and solving problems.
- Demonstrated leadership by making improvements to work processes and helping to train others.
- Identified needs of customers promptly and efficiently.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Designed custom gaming avatars, logos, and backgrounds.
- Conducted research on the latest gaming trends and technologies.
- Maintained a comprehensive database of gaming hardware and software information.
- Managed in-game currency transactions with players around the world.
- Configured new gaming systems according to customer specifications.
- Provided technical support for customers experiencing issues with their gaming equipment.
- Tested prototypes of upcoming video games prior to release.
Customer Service Representative
AT&T
Pasay, Philippines
02.2015 - 09.2015
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Developed strong relationships with customers by providing personalized assistance and support.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Answered inbound calls, chats and emails to facilitate customer service.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Set up and activated customer accounts.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
Education
High School Diploma -
Philippine Womens University
Philippines07-2014
Skills
- Event Planning
- Account updating
- Call Management
- Client Relationship Development
- Data Collection
- Product Knowledge
- Data Entry
- Complaint resolution
- Inbound and Outbound Calling
- Problem-solving abilities
- Computer Proficiency
- Adaptive team player
Languages
Tagalog
Professional
English
Professional
References
References available upon request.
Timeline
Event Planner
Newport Condominium
12.2018 - 03.2019
Personal Care Assistant
Newport Condominium
01.2018 - 07.2018
Chat Support Representative
Telstra
05.2016 - 12.2018
Senior Technical Support Representative
Xbox
10.2015 - 04.2016
Customer Service Representative
AT&T
02.2015 - 09.2015
High School Diploma -
Philippine Womens University