Ashley Andrews Email & Phone Number

Phoenix, Arizona, United States

• Provided exceptional customer service by resolving customer and candidate issues through email and chat in the ZenDesk platform, ensuring a seamless experience with the HireVue platform.• Proactively communicated with customers, taking ownership of investigations and exemplifying a customer-obsessed attitude in every interaction.• Conducted in-depth research to identify and resolve technical and procedural issues, leveraging knowledge of the HireVue system to provide timely solutions.• Maintained detailed logs, enabling accurate follow-up on customer inquiries and issues not immediately resolved.• Monitored customer interactions to recognize and document trends, alerting supervisors to emerging issues and recommending process improvements to enhance service delivery.• Maintained a 90% CSAT, consistently exceeded additional KPI’s• Received “Leadership Recognition Award” 90 days in tenure

Used strong communication skills to collaborate with team members to ensure efficient service.• Elevated guest satisfaction by delivering exceptional hospitality through email and digitalchannels, contributing to a consistently positive guest experience.• Proactively managed social media and site engagement, addressing customer inquiriespromptly and resolving concerns, resulting in improved customer satisfaction scores.• Enhanced CRM accuracy and personalized interactions by meticulously updating guest data,ensuring a streamlined and tailored customer experience.• Spearheaded the creation of a comprehensive knowledge database for the Hospitality Team, optimizing efficiency, and increasing productivity by 25%.• Created and launched the "Surprise and Delight" enlightened hospitality program, resulting in heightened guest loyalty and positive feedback.• Facilitated effective communication between the guest experience team and other stakeholders, leveraging insights from guest feedback to implement strategic improvements and further enhance overall customer satisfaction.

Phoenix, Arizona, United States

No More Cubicles LLC is an Arise Registered Micro Call Center.We provide the ability to work from the comfort of your own home with individualized support and attention.

Leveraged managerial skills to support agents in achieving production goals and meeting key performance metrics.• Elevated team performance for the Intuit TurboTax program during peak seasons, providing strategic guidance and support to representatives, resulting in improved efficiency from a 32% error rate to >5% and client satisfaction.• Fostered seamless communication between Arise and TurboTax as a dedicated liaison, addressing program-related issues promptly and proactively, enhancing overall customer experience and satisfaction.• Demonstrated exceptional task management skills by efficiently handling the restricted party queue during high workload periods, ensuring timely completion of tasks and contributing to heightened client satisfaction levels.• Established a proactive communication channel with the manager, consistently providing updates on caseload, representative attendance, and relevant metrics, fostering a collaborative and results-driven work environment focused on client satisfaction.

Jacksonville, Florida Area

Used strong customer support skills to resolve client issues and manage client accounts.• Enhanced customer satisfaction by promptly responding to inbound phone inquiries and digital channels.• Elevated client knowledge by delivering comprehensive information on product features and retirement plan concepts to agents.• Streamlined client account management, executing trades as per instructions, and collaborating cross-functionally to proactively resolve customer issues.• Maintained consistent quality monitoring scores of 95% or higher.• Achieved a 92% passing score for the Series 6 examination, attaining registeredrepresentative status.