Ashley Thomas
Chandler,AZ
Summary
Customer service and operations professional with extensive experience supporting remote teams, high-volume call environments, and customer-focused organizations. Proven background in team leadership, conflict resolution, training, and service escalation management. Adept at maintaining professionalism, improving communication processes, and driving customer satisfaction in fast-paced environments. Strong experience in administrative and financial services support with a focus on reliability, adaptability, and results.
Overview
10
10
years of professional experience
Work History
Senior Operations /Customer Support Team Lead
People Ready
11.2023 - 12.2024
- Led and supported a remote team, providing coaching, mentoring, and escalation assistance to ensure service quality and performance standards were met.
- Handled complex customer and associate issues while maintaining professionalism and positive communication.
- Collaborated with cross-functional teams to improve workflows, accuracy, and response times.
- Supported billing and payroll-related processes as part of broader operations responsibilities.
- Investigated and resolved escalated concerns, contributing to improved client satisfaction and reduced issues.
Operations Support Representative
PeopleReady
07.2023 - 11.2023
- Managed high-volume inbound calls while consistently meeting performance and quality metrics.
- Assisted customers and associates with account inquiries, scheduling concerns, and system troubleshooting.
- Documented interactions accurately in internal systems to ensure proper follow-up and resolution.
- Supported invoicing and payment-related inquiries while maintaining confidentiality of sensitive information.
Customer Relations Representative
Peopleready
09.2022 - 07.2023
- Handled 100+ customer interactions daily, delivering clear communication and effective problem resolution.
- Demonstrated empathy and professionalism while addressing concerns and escalations.
- Followed up with customers to ensure satisfaction and resolve outstanding issues.
- Built strong customer relationships that supported retention and service continuity.
Customer Service Rep
Goodnight Stay
06.2021 - 08.2022
- Provided high-quality customer support for vacation and short-term rental guests via phone, email, and live chat.
- Coordinated with housekeeping and maintenance teams to resolve guest requests efficiently.
- Maintained accurate records, managed service requests, and supported invoicing and payment processing.
- Delivered consistent, professional service in a fast-paced hospitality environment.
Assistant Store Manager
Walmart
02.2017 - 03.2021
- Oversaw daily operations and supervised a team of 20+ employees in a high-volume retail environment.
- Maintained high standards of customer service while addressing escalated concerns.
- Conducted interviews, hiring, onboarding, and training of new employees.
- Supported performance management and scheduling to meet operational goals.
Senior Business Credit Card Customer Service - Call Center
J.P. Morgan Chase Card Services
09.2014 - 12.2016
- Supported customers with complex account inquiries while maintaining compliance and professionalism.
- Assisted with escalated issues and contributed to customer retention efforts.
- Coached team members to improve service quality and call handling effectiveness.
- Promoted financial products and services aligned with customer needs.
Education
Basic Accounting Certificate - Accounting
Harold Washington- City Colleges of Chicago
Chicago, IL12-2025
Associate of Science in Accounting (In Progress) -
Harold Washington College – City Colleges of Chicago
Chicago, IL12-2026
Skills
Customer & Client Support
Remote Team Collaboration
Leadership & Team Development
Conflict Resolution
High-Volume Call Handling
CRM & Call Center Systems
Documentation & Data Entry
Microsoft Office (Excel, Word)
Timeline
Senior Operations /Customer Support Team Lead
People Ready
11.2023 - 12.2024
Operations Support Representative
PeopleReady
07.2023 - 11.2023
Customer Relations Representative
Peopleready
09.2022 - 07.2023
Customer Service Rep
Goodnight Stay
06.2021 - 08.2022
Assistant Store Manager
Walmart
02.2017 - 03.2021
Senior Business Credit Card Customer Service - Call Center
J.P. Morgan Chase Card Services
09.2014 - 12.2016
Basic Accounting Certificate - Accounting
Harold Washington- City Colleges of Chicago
Associate of Science in Accounting (In Progress) -
Harold Washington College – City Colleges of Chicago