Ashley Kraft Email & Phone Number

De Pere, Wi, Us

De Pere, Wi, Us

Green Bay, Wisconsin, United States

• Coaches and develops Quality Analysts and New Hire Mentors on coaching and developing seasoned representatives and Customer Care New Hires.• Tracks and trends QA data for all departments we audit for. This is followed by monthly or quarterly meetings with the departments leadership to discuss the data while making recommendations to prevent things from happening again and/or the betterment of our representatives and /or customers.• Hold weekly meetings with Customer Care leadership to discuss anything QA related to include if something should be QA’d or coached to while providing my recommendations.• Assists the QA Team in monitoring calls and chats as well as holds QA Discussions as needed.• Participates in calibrations to ensure consistency across QA, L&D, NHMs, and Leadership.• Coordinates and facilitates team meetings.• Fill in as a backup for Customer Care Team Leaders during extended absences as well as during times while we are working on backfilling another Customer Care Team Leader position.• Works closely with our L&D Team, NHMs, TLs, and QA regarding our new hires to include from the new hires initial start date with us all the way through being released to the floor and having monthly QA audits.• Trains ‘The Art of Coaching’ to our leadership team.• Participates in various parts of the Talkdesk initial launch as well as new things we are looking to implement within Talkdesk such as QA and Screen Recording.

De Pere, Wisconsin, United States

• Coached and developed Resolution Specialists to meet individual, team, and departmental goals.• Handled escalated situations for both internal and external customers with the goal of de-escalating the situation and making it a positive outcome for all parties.• Tracked and monitored various data while making recommendations for training, procedures, quality assurance, etc. throughout Customer Operations.• Assisted the Customer Loyalty Manager in running day-to-day operations to include documentation of personnel issues.• Monitored calls and provides feedback in a professional manner to Resolution Specialists.• Coordinated and facilitated team meetings.• Participated on various project teams.• Coordinated with leadership and training across Customer Operations and Sales to ensure the Resolution Team is providing superior internal support to their teams.• Oversaw Vocalabs Surveys for Customer Care and Customer Loyalty by tracking data and reviewing trends.

De Pere, Wisconsin, United States

• Trained and coached Customer Loyalty new hires and Customer Care project team members.• Created monthly skill checks for Customer Loyalty Specialists.• Created schedules and tracked progress of Customer Care project team members.• Assisted in training new materials to staff.• Created PowerPoints and facilitator guides for trainings.• Created and maintained important announcements and wrote policies and procedures for Customer Loyalty.• Developed and oversaw the Customer Loyalty external customer surveys.

De Pere, Wisconsin, United States

• Lead and coached Customer Loyalty Specialists in a call center environment.• Performed various reviews of individuals in the department.• Assisted the Customer Loyalty Manager in running day-to-day operations to include documentation of personnel issues.• Monitored calls and provided feedback in a professional manner to Customer Loyalty Specialists.• Executed various reports daily for Customer Loyalty Specialists to complete.• Assisted in organizing and executing new projects for the department.• Handled escalated calls with the goal of de-escalating the situation and retaining the customer.

De Pere, Wi

• Executed various reports daily for Customer Loyalty Specialists to complete.• Trained and coached Customer Loyalty Specialists in their day to day activities.• Conducted monthly reviews.• Performed various audits of individuals in the department.• Assisted in organizing and executing new projects for the department.• Supervised Customer Loyalty Specialists in a call center environment.• Monitored calls to ensure Customer Loyalty Specialists provided accurate and correct information professionally. • Balanced inventory on a monthly basis.• Processed, shipped, and received equipment on a daily basis.• Managed inflow and outflow of inventory.

De Pere, Wisconsin

• Handled escalated situations both in person and on the phone.• Retained customers face-to-face and over the phone.• Coached Inside Sales Consultants on sales, retention, and other various tasks.• Supervised Inside Sales Consultants in a retail sales setting and call center environment.• Tested systems used in day-to-day operations by various different departments prior to them being released company wide.

De Pere, Wi

• Conducted inside sales.• Maintained a large customer base by managing approximately 100 small business accounts.• Communicated with internal and external customers both in person and on the phone.• Worked proactive and reactive reports.• Demonstrated initiative by completing various tasks.• Engaged in problem solving techniques.

De Pere, Wi

• Continued to grow strong interpersonal skills through communicating with agents and customers on the phone.• Worked faxes in order to complete a customers order.• Ability to multi-task in a fast-paced team environment.

Bachelor’S Degree, Major In Communications With Emphasis In Public Relations, Minor In Business Administration, 3.01 / 4.0

Criminal Justice/Police Science

Activities and Societies: UW-Milwaukee Event StaffStarted general education then transferred to UWGB when I changed my major.