Ashley Jones Email & Phone Number

Levittown, Pa, Us

Southampton, Pennsylvania

Media, Pennsylvania

•Facilitated communication for multiple funeral homes and funeral related businesses across the United States and Canada. •Empathetically gathered Death Call information from family members, nurses, coroners, and law enforcement personnel and coordinated removals.

Burlington, New Jersey

•Cultivated relationships with new customers to achieve sales objectives and provided insight into new products, features, and options.•Strategically negotiated with customers to close deals and increase sales.•Qualified and followed up on warm Internet leads regarding new and pre-owned vehicle availability, price, and options.•Maintained contact with customers via email, phone calls and regularly kept them updated on promotional offers.

Philadelphia, Pennsylvania

• Lead and directed a team of eight or more call center Customer Service agents.• Trained remotely.• Maintained the CSI score of 97%.• Assigned tasks and targets to the inbound Call Center Agents.• Disseminated information to the staff to ensure correct updates for the customers.• Analyzed the volume of calls answered, as well as abandoned calls on a daily basis to ensure defined Service Levels are achieved.• Monitored and evaluated the performance of the Call Center Agents and provided them with the feedback.• Resolved escalated customer issues that were not being solved by the inbound Call Center Agents.• Conducted monthly job-related quizzes for the inbound call center agents, prepared monthly scorecards and presented it to the call center management.•Coached employees and provided feedback including the development of performance improvement plans and disciplinary notices.• Motivated and developed team to maximize sales opportunities.• Audited calls and system workflows and submitted reports to Managers CRM.• Maintained confidentiality and addressed personnel issues sensitively, appropriately in accordance with the established procedures and as per well-documented plan.• Monitored the breaks, log in, wrap times/logout schedules of staff along with occupancy status.• Performed other duties and responsibilities as needed.• Top sales for 6 months consecutively; Promoted to team lead due to sales and customer service performance.