Ashley Thompson
Villa Rica,GA
Summary
Experienced customer service representative Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Customer Service Representative
CarMax Finance
02.2024 - 11.2024
- Provided exceptional customer service by promptly addressing inquiries, resolving issues, and ensuring customer satisfaction
- Managed a high volume of incoming calls and emails, consistently meeting or exceeding performance metrics for response time and resolution
- Demonstrated strong product knowledge to effectively answer customer questions and provide accurate information
- Built rapport with customers through active listening, empathy, and personalized interactions
- Resolved complex customer complaints by investigating the root cause of the issue and implementing appropriate solutions
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Store Manager
TMX Finance Family of Companies
06.2023 - 02.2024
- Develop customer relationships to build new business, maintain store profitability, and further brand loyalty and recognition
- Work to grow your store by leveraging business-to-business partnership opportunities, obtaining referrals, participating in and hosting in-store and community events
- Coach and develop Team Members and assist with employee management and training in order to maximize the team's potential
- Assist in managing overall store performance by meeting Key Performance Indicators (KPIs) and tracking, analyzing, and training Team Members on various performance reports
- Maintain office security and conduct proper opening and closing procedures, including management of vault, cash drawer, and bank deposits
- Oversee account management and recovery processes while maintaining a focus on customer service to prevent loss and charge off accounts
- Partner with vendors on auctions, vehicle sales, and moving consignment
- Ensure a work environment that upholds compliance with Company policies and procedures, as well as local, state, and federal laws and regulations
- Assist in running the store and day-to-day operations in the absence of the General Manager
- Utilize personal vehicle to complete bank deposits and other Company business throughout the workday
- Work efficiently in a rapidly changing and fast-paced environment and handle multiple challenging tasks with ease to meet individual and team performance standards
- Utilize strong interpersonal skills to communicate and interact with customers and Team Members at all levels
- Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
Customer Service/Key Holder
T-Mobile Premium Retailers
08.2022 - 06.2023
- Builds proficiency related to serving and selling to our customers, while providing a world-class customer experience and building loyalty
- Helping customers pick up right where they left off in their shopping journey, whether online, through Customer Care or in-store
- Exploring individual needs and providing hands-on demonstrations of the latest and greatest technology in-store
- Side-by-side selling to find personalized solutions beyond the bare-bones device and service plan that keep our customers connected to the people and lifestyle they love, including anything from unique accessories to cutting-edge IoT devices
- Approaching service and sales needs with composure, integrity and compassion
- Becomes skilled with and consistently uses digital tools in interactions and onboarding to actively demonstrate
- Completes training on T-Mobile in-store experience, new skills and processes, knowledge of systems and reference resources
- Makes the most of their time on shift, consistently seeking out information between customers, learning about innovations in wireless and technology
- Establishes relationships with and partners with T-Mobile employees across channels, including business and customer service to collectively own the customer experience and resolve issues
- Successfully drove new product lines to meet and exceed monthly quota
- Evaluated employee performance regularly, providing constructive feedback for continuous improvement.
- Boosted sales by maintaining a clean, attractive, and well-organized store environment.
Customer Service Representative
OneCall
02.2022 - 05.2022
- Corresponded with Patients, customers and Physicians to set up therapy services
- Obtain customer information such as name, address, and payment method, and enter orders into computers
- Find documents and attach to proper accounts or contacted proper department
- Handle minor discrepancies with customer accounts
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Customer Service Representative
Continuum Global Solutions
08.2021 - 01.2022
- Deliver prepared sales talks, reading from scripts that describe products or services, in order to persuade potential customers to purchase a product or service or to make a donation
- Explain products or services and prices, and answer questions from customers
- Obtain customer information such as name, address, and payment method, and enter orders into computers
- Find phone plans, features and discounts for customer to meet their price range
- Handle minor discrepancies with customer accounts
- Responded to customer requests for products, services, and company information.
Customer Service Representative
CORPORATE TEMPS
03.2020 - 08.2020
- Answer inbound calls
- Make outbound calls to agencies and customers
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Investigated and resolved customer inquiries and complaints quickly.
Assistant Branch Manager/Loan Officer
Covington Credit
03.2019 - 12.2019
- Assists Branch Manager in the closing and refinancing of loans, upon demonstration of skill mastery
- Assists Branch Manager in the solicitation of new business, including marketing in the Community
- Greets customers at the branch and via telephone in a professional manner
- Visits customers in-person to verify identity and/or initiate resolution of delinquency issues (10-15 hours/week)
- Processes credit loan applications, loan refinances and other loan documents
- Works with past due customer accounts via telephone
- Prepares activity reports for the Branch Manager
- Completes daily and monthly closeout procedures
- Provides customer credit experience to inquiring creditors and credit bureaus
- Accepts and posts customers' payments received
- Prepares daily bank deposits and completes the Cash Count Record daily
- Balances cash drawer daily and maintains correct amounts and denominations of money
- Assists in mailing renewal and collections materials
- Completes periodic reports on branch progress, delinquency and other information
- Transports money and deposits to and from the bank with appropriate escorts, as defined by policy
- Performs other activities, as needed and directed by Company management
Customer Care Representative
Afni
09.2016 - 03.2017
- Deliver prepared sales talks, reading from scripts that describe products or services, in order to persuade potential customers to purchase a product or service or to make a donation
- Explain products or services and prices, and answer questions from customers
- Obtain customer information such as name, address, and payment method, and enter orders into computers
- Find phone plans, features and discounts for customer to meet their price range
- Handle minor discrepancies with customer accounts
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Education
Bachelor's degree - Psychology
The Chicago School of Professional Psychology
Chicago, IL08.2027
Skills
- Attentiveness
- Interpersonal
- Communication
- Organizational
- Strategic planning
- Microsoft
- Active listening
- Critical thinking
- Problem resolution
Certification
- CNA
- CPR Certification
- Driver's License
Additional Information
Data Entry, Attentiveness, Interpersonal, Customer Service, Communication, Organizational, Multitasking, Telephone Etiquette, Microsoft Word, Mobile Game Moderator experience
Personal Information
Work Permit: Authorized to work in the US for any employer
Timeline
Customer Service Representative
CarMax Finance
02.2024 - 11.2024
Store Manager
TMX Finance Family of Companies
06.2023 - 02.2024
Customer Service/Key Holder
T-Mobile Premium Retailers
08.2022 - 06.2023
Customer Service Representative
OneCall
02.2022 - 05.2022
Customer Service Representative
Continuum Global Solutions
08.2021 - 01.2022
Customer Service Representative
CORPORATE TEMPS
03.2020 - 08.2020
Assistant Branch Manager/Loan Officer
Covington Credit
03.2019 - 12.2019
Customer Care Representative
Afni
09.2016 - 03.2017
Bachelor's degree - Psychology
The Chicago School of Professional Psychology
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