Summary
Overview
Work History
Education
Skills
Timeline
Generic

Ashley Lewis

Mansfield

Summary

8 + years of experience in customer service roles, handling various customer inquiries and issues.

Knowledgeable with solid background in customer service roles and proven track record of resolving customer inquiries efficiently. Skilled in handling high-volume call environments and notching up positive customer feedback. Demonstrated strengths in active listening and problem-solving, consistently enhancing customer satisfaction.

- Strong verbal and written communication skills, enabling effective customer interactions.

- Proficient in utilizing customer relationship management (CRM) software and other relevant tools.

- Excellent problem-solving abilities to address customer concerns and provide timely resolutions.

- Proven ability to multitask and handle high call volumes while maintaining a professional demeanor.

- Self-motivated and adaptable, capable of working independently and collaborating within a remote team.

Overview

9
9
years of professional experience

Work History

CSR

General Dynamics
05.2024 - Current
  • Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
  • Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Answered constant flow of customer calls with minimal wait times.
  • Developed strong relationships with clients by understanding their needs and preferences, fostering long-term loyalty.

Customer Service Specialist

Faneuil
11.2022 - Current
  • Documented customer correspondence in CRM to track requests, problems and solutions.
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
  • Demonstrated excellent communication skills in resolving product and consumer complaints.
  • Developed strong customer relationships to encourage repeat business.
  • Demonstrated excellent communication skills in resolving product and consumer complaints.

Student Success Advisor

AnthologyHouse
11.2022 - 03.2023
  • Advised students on course selection, pathways and career options.
  • Presented students with information and resources to promote academic progress and empowered students to take responsibility for academic success.
  • Assisted students in completing appropriate forms for financial aid and financing processes.
  • Assisted with completion of documentation such as FAFSA paperwork, answered questions and delivered key information.

Customer Service Representative

Concentrix
01.2021 - 11.2022
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
  • Demonstrated excellent communication skills in resolving product and consumer complaints.
  • Proficient in Microsoft Office (Outlook, Word, Excel and Powerpoint)
  • Proficient oral and written communication skills
  • Proficient interpersonal and organizational skills
  • Exceptional time management skills
  • Ability to work independently under general supervision and collaboratively as part of a team in a fast paced environment
  • Independent, Sound decision-making and problem-solving skills
  • If current employee with the company, must meet minimum performance expectations
  • Ability to talk and type simultaneously in a clear and concise manner while interacting with customers

Customer Service Representative

Alorica
12.2019 - 01.2021
  • Ability to work in a fast-paced environment. Multitask, set priorities, and manage time effectively
  • The ability to sit at a workstation for a long duration using a computer and headset in a call center environment
  • Excellent skills in creating an exceptional customer experience, building rapport, adaptability to different personality types, and problem-solving capability
  • Enthusiastic and personable
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
  • Ability to communicate professionally
  • Proper articulation, attention to detail and assertiveness required
  • Excellent verbal communication skills including grammar and voice quality, tone and pitch
  • Ability to remain poised under pressure
  • Documentation, data entry, organization and problem-solving skills are imperative
  • Ability to handle detailed work with a high degree of accuracy and speed
  • Ability to obtain, organize and present information and ability to handle multiple tasks as assigned

Customer Service Representative

General Dynamics Information Technology Inc
04.2018 - 12.2019
  • Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
  • Fielded customer complaints and queries, fast-tracking them for problem resolution.
  • Consulted with customers to resolve service and billing issues.
  • Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
  • Provide prompt, accurate and courteous responses to customers
  • Solve routine and complex problems (Contact supervisor immediately for problems unable to solve)
  • Answer incoming customer service orders as soon as possible
  • Display active listening and superior customer service skills for both external & internal customers.

Customer Service Representative

Teleperformance
01.2016 - 04.2018
  • Proficient in basic computer navigation such as use of multiple applications, ability to toggle between applications/tools, utilization of remote desktops
  • Ability to multi-task, which includes the ability to understand multiple products and multiple levels of benefits within each product
  • Ability to remain focused and productive each day, all though tasks may be repetitive
  • Excellent verbal and written communication skills and ability to interact professionally, patiently, and courteously with customers over the phone
  • Good analytical, problem solving and decision-making skills
  • Demonstrated ability to comply with company rules and policies
  • Demonstrated ability to handle difficult, angry calls and benefit issues with little assistance
  • Ability to work hours as assigned. It may be necessary, given the business need to work holidays, and overtime

Education

High School Diploma -

Mansfield High School
Mansfield, LA
05.2015

Skills

  • Quality Assurance Controls
  • Microsoft Outlook
  • Technical Support
  • Research
  • Problem-Solving Abilities
  • Inbound and Outbound Calling
  • Computer Proficiency
  • Ability to type 38 WPM
  • Medical Terminology Knowledge
  • Active Listening
  • Critical Thinking
  • Documentation
  • Call center experience
  • Complaint handling
  • CRM software
  • Customer service
  • Active listening
  • Critical thinking

Timeline

CSR

General Dynamics
05.2024 - Current

Customer Service Specialist

Faneuil
11.2022 - Current

Student Success Advisor

AnthologyHouse
11.2022 - 03.2023

Customer Service Representative

Concentrix
01.2021 - 11.2022

Customer Service Representative

Alorica
12.2019 - 01.2021

Customer Service Representative

General Dynamics Information Technology Inc
04.2018 - 12.2019

Customer Service Representative

Teleperformance
01.2016 - 04.2018

High School Diploma -

Mansfield High School

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Ashley Lewis