Ashton Shields

Memphis, TN *****

ad4q72@r.postjobfree.com

Tel: 901-***-****

Objective

I am seeking a creative role that will allow me to combine both my education and professional background, expand my knowledge and provide opportunities for personal and professional growth.

Amazon 2022- Present Customer Service

•Field up to 200+ customer inquiries daily via phone, email, and chat platforms, providing accurate and timely support.

•Ensure pricing is correct

•Enhanced customer-service quality by updating existing training materials and guides

•Consistently maintaining a quality assurance score above 90%

•Contributed to the team's monthly sales target by upselling products and services.

•Participated in continuous training programs to stay updated with product advances and customer service standards

•Resolve customer complaints via phone

AT&T 2020- 2022 Customer Service Lead

•Managed a portfolio of 50+ high-value customers, prolonging their retention rate by 35%.

•Introduced targeted upselling techniques which led to a 28% increase in sales.

•Increased efficiency of the support process by training staff members to use a range of tools and applications.

•Implemented live feedback system for customers leading to a 20% increase in customer ratings

•Handled 40+ inbound calls per day, ensuring high levels of customer satisfaction

•Contributed to the team's monthly sales target by upselling products and services.

Macy’s 2017- 2020 Customer Service

•Identified current and future trends that appeal to consumers.

•Ensured pricing is correct.

•Resolved customer complaints via phone

•Greeted customers warmly and ascertain problem or reason for calling.

•Assisted with placement of orders, refunds, or exchanges.

•Ensured promotions are accurate and merchandised to the company’s standards.

•Ensured high levels of customer satisfaction through excellent sales service

•Assessed customers’ needs and provide assistance and information on product features

•Welcomed customers to the store and answer their queries

•Followed and achieve department’s sales goals on a monthly, quarterly and yearly basis

•Remained knowledgeable on products offered and discuss available options

•Process POS (point of sale) purchases

•Cross sell products

•Handle returns of merchandise

Rainbow Fashion 2014- 2017 Customer Service/Lead

•Increase store sales above target each quarter by analyzing daily sales and creating action plans to achieve.

•Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution

•Prepare product or service reports by collecting and analyzing customer information

•Effectively managed store sales monitoring programs that included mentorship with associates on a per-shift basis to ensure maximum training was achieved.

•Actively recruited stellar talent by selecting, hiring sales associates and facilitated new hire orientations.

•Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution

•Design floor plan to maximize merchandising strategies by organizing displays and by modeling and demonstrating store values for staff and trainees

•Contribute regularly to the company's monthly online newsletter

•Champion employee incentive structure where awarded for top performance.

•Encourage and inspired associates daily though the company-wide sales program to ensure customers received an ultimate experience

•Responsible for all merchandising of Service Counters and Retail Store

•Manage all vendor relations

•Supervise and manage back counter operations including ordering and inventory control

Nike Inc. 2010-2014 Inventory Control

•Supervised the supply, storage, and accessibility of items in order to ensure adequate supply without excessive over supply

•Reduced/maintained overhead cost by maintaining adequate supply counts

•Recorded and maintained inventory lists, review paperwork and reports, check product codes, process shipping orders, and provide customer service

•Helped with administrative tasks, identifying discrepancies, and coming up solutions to problems

•Responsible for documenting and maintaining inventory lists, all related paperwork and reports, check product codes, process shipping orders, and provide customer service

•Verified quantities and items being shipped

•Maintained record controls and stock counts

•Maintaining work areas and related equipment in a neat and orderly manner

•Implemented, developed and maintained inventory control policies and procedures.

•Ordered and tracked inventory on hand

•Kept careful track of inventory via database systems.

•Operated Forklift when necessary

•Conducted training of personnel on inventory control procedures and policy

Skills

Typing 45+wpm

Customer service skills

Cash Handling

Violation and hazard detection.

Book Keeping

Scheduling

Data Entry

Picking/Packing

Microsoft Office (i.e. Excel, Word, PowerPoint)

10-Key

Multi line phone systems

Office Operations (i.e. Fax, scan, print, outlook)

References

Available Upon Request

Contact this candidate