Customer Service

Ashley Ellers

**** ******** ****** ** **********, De 19952

Email: ******.********@*****.*** Cellular: 302-***-****

Objective

Seeking an opportunity where I can utilize my leadership skills and energy to motivate and encourage expansion.

Key Skills

Client Relationship Management Report & Document Preparation

Business Process Optimization Staff Performance & Productivity Staff Development & Training

Staff Supervision Microsoft Office Suite 2013 Staff Recruitment and Management

Manage Multiple Priorities Customer Service Records Management

Professional Experience

Sitel 2000 – Present

Coach

Responsible for data production and reports

Responsible for creative problem solving, being organized and having time management skills; having a vision and providing leadership and motivations skills

Complete knowledge of Windows, Excel, Word, Email and Internet

Experience in having the ability to deal with personal, team and individual team member stress

Able to work a flexible schedule to meet potential shift and overtime requirements

Experience dealing one-on-one with customers in a retail or telephone environment

Experienced in hiring and training new associates in the company

Back office Lead

Responds primarily to routine inquiries of a technical nature but may require deviation from standard screens, scripts, and procedures.

Inputting metrics

Complete knowledge of Phillip Morris, Basic, Parliament, Virginia Slims, Corporate, RBS, and Gevalia keying instructions.

Answered questions from associates in need; Closed batches; ran reports when needed.

Trained new associates and when necessary, supervised second shift.

Data Entry Clerk

Keyed Phillip Morris catalog orders, Electronic orders.

Education / Training

Woodbridge High School

Bridgeville, DE 19933

2009- SiTel University- Mentor Learning Plan Certification

2011- SiTel- Business Reviews- (GMR, WBR & CBR) - Certification

2011- SiTel University- Managing AHT and Service Levels- Certification

2012- GOS Educational Series ( 3 Series)- Revitalize, Renew, Focus- Certification

2013- SiTel University- Leadership Training- Coach Training for North Americas- Certification

2014- Management for Coaches- Certification (Refresher)

2015- BTP Fundamentals- Certification

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