Ayana Weston

Responsible for creating an exceptional customer experience through inbound calls from customers, policyholders, insurance agents, and/or auto glass shops. Delivers a seamless and memorable experience during every customer interaction Strong ability to analyze data, identify trends, and draw conclusions. Experience in forecasting workload volume and staffing needs. Proficiency in creating and managing work schedules. Ability to communicate effectively with various stakeholders. Ability to identify and resolve issues related to staffing and scheduling. Proficiency in using workforce management software and tools (e.g., Verint, Genesys) Understanding of key performance indicators

Managed an office of 6 employees and 232 apartment homes. Responsible for operations of property, hiring, training, supervising, scheduling, developing, counseling, termination, evaluations, expenses, completion of reports, resident complaints, development of marketing, market surveys, newsletters, notices, delinquent accounts, accounts payable and receivable, outside contractor supervision, establishing budgets for increasing owner assets, written and verbal reports, operate within OSHA, through knowledge of local/state/federal policies and procedures.

Supervised a staff of 8. Created a positive, memorable, and personable shopping experience for the customer. Built a strong team by hiring, training, motivating and coaching the staff. Maintained the store by merchandising, stocking products, processing shipments, store security, and management of store inventory accounts payable and accounts receivable

• Handled difficult customer situations with grace and professionalism, consistently meeting first-call resolution metrics.
• Provided exceptional customer service to high-volume customer base, resolving issues, answering inquiries and providing product information.
• Listened to customers in actively to assess issues and provide accurate information.
• Developed and maintained strong customer relationships by promptly addressing and resolving customer concerns.