ASHLEY COLEMAN

Senior Customer Support Specialist

April 2024- Present

• Manage and resolve a high volume of international customer inquiries weekly, delivering prompt and effective solutions to enhance global customer satisfaction and loyalty
• Communicate professionally with staff at all levels across diverse industries, ensuring clarity and mutual understanding in every interaction
• Lead comprehensive onboarding training sessions for new hires, equipping them with essential knowledge and skills to excel in their roles and integrate seamlessly into the team
• Mentor newly trained team members by providing targeted guidance refreshers, detailed overviews of new processes, and actionable feedback on customer communication to foster their growth and ensure high performance
• Deliver clear and timely announcements to the Customer Support team regarding wider teams schedules, guidance updates, and procedural changes, ensuring smooth operations and cohesive team dynamics
• Develop and utilize a custom Notion document to prioritize and streamline daily workload management, enhancing efficiency and focus across tasks
• Maintain strict confidentiality with customers’ personally identifiable information, upholding the highest standards of data protection and trust

Customer Experience Associate

September 2022-April 2024

• Successfully managed and resolved an average of 40 complex international customer inquiries weekly across multiple communication channels, including emails, chats, and calls by utilizing Zendesk ticketing system
• Conducted comprehensive onboarding training sessions for new hires, ensuring a smooth transition into the team’s protocols and procedures
• Administered the development of comprehensive onboarding documentation within Notion, streamlining the orientation process for new hires
• Acted as a liaison between customers and cross-functional teams, providing valuable product feedback to enhance the company's software platform's usability and effectiveness across departments
• Developed and maintained extensive internal documentation in Zendesk tickets encompassing detailed notes on customer requests, ensuring clarity, organization, and accessibility for the entire team
• Received 50 QA reviews, with 44 achieving a perfect score of 100%

• Demonstrated exceptional communication skills by efficiently handling an average of 50 incoming calls daily, ensuring prompt and accurate resolution of customer inquiries and concerns
• Managed a high-volume email support system on Zendesk, consistently responding to and resolving an average of 30 customer inquiries daily
• Educated users on the functionality and features of company products and mobile applications through clear and concise communication

• Efficiently managed multiple shared inboxes, overseeing the prompt and effective response to an average of 80 customer and colleague inquiries per day through various channels, including phone, chat, and email
• Played a key role in the initiation of client programs, contributing expertise to optimize online storefront functionality
• Facilitated daily communication with warehouse representatives to address inquiries and provide support, ensuring smooth coordination of order fulfillment and shipping processes

• Managed and processed an estimated 50 customer purchase orders, ensuring accurate and timely order fulfillment
• Monitored and tracked shipment pickups, providing real-time updates to customers and addressing any issues or delays promptly
• Coordinated and managed weekly shipping schedules for both automotive and industrial clients, ensuring timely and accurate delivery of products

Keyholder

March 2017 to May 2017 (Charlotte, NC)

November 2016 to February 2017 (Carmel, IN)

• Executed detailed opening and closing procedures to ensure the smooth operation of daily activities
• Fostered a guest-focused team environment on the sales floor, promoting exceptional customer service and ensuring a positive shopping experience for all customers
• Revitalized visual merchandise displays to optimize presentation impact and captivate guests' attention, ensuring a compelling and engaging shopping experience
• Demonstrated a commitment to excellence by consistently providing high-quality guest service, and setting a standard as a role model for fellow team members

Brand Representative

Carmel, IN

August 2016 to November 2016

• Showcased effective interpersonal skills, creating a welcoming atmosphere for guests
• Conducted sales transactions accurately and efficiently, demonstrating strong attention to detail and adherence to company policies and procedures

• Efficiently received and processed weekly shipments of sales leads for 80 locations, ensuring timely and accurate distribution to the respective teams, resulting in improved coordination and streamlined sales processes
• Facilitated daily communication with regional mall managers, ensuring comprehensive coordination and inclusion of essential components for successful displays across various mall and theater locations
• Oversaw the weekly payment processing for mall servicers, ensuring timely and accurate disbursement of funds

• Conducted comprehensive onboarding sessions for new cast members, providing training on company policies, procedures, and performance expectations to ensure a seamless integration into the team
• Managed a rotation schedule across 14 stores, strategically alternating between small store groups to optimize operational efficiency and ensure consistent performance standards
• Demonstrated excellent customer service skills through frequent communication with guests, addressing inquiries, and resolving concerns promptly

• Oversaw the daily functions of 3 theme park attractions, ensuring smooth operations and exceptional guest experiences
• Monitored and enforced stringent safety measures during nightly fireworks displays, maintaining a secure environment for both guests and cast members
• Engaged regularly with guests to address inquiries, resolve issues, and enhance overall satisfaction, contributing to a positive and memorable visitor experience