Customer Service 25 plus years/ Escalation Manager
Resume:
Adria Shipley
Brandon, FL *****
ad5wup@r.postjobfree.com
WELL ORGANIZED, QUICK LEARNER, MULTI-TASKER, PROBLEM SOLVER, TEAM PLAYER, NETWORKING,PROFESSIONAL AND PLEASANT PERSONALITY. STRONG COMPUTER SKILLS FOR DAY TO DAY USE AS WELL AS FIXING COMPUTER ISSUES(IT). NEGOTIATION & DEESCALATING/ PERSUASION TACTICS. 25 PLUS YEARS OF EXCELLENT CUSTOMER SERVICE Authorized to work in the US for any employer
Work Experience
Lead In-Store/Online Corporate Escalations Agent
Ashley Furniture Industries - Ybor City, FL
June 2021 to Present
• Provide excellent detailed documentation of all communication between customers & staff within all accounts about issues
• Order Management/Scrub/Save Sale Orders
• Trained classes of new hires
• Vendor claims
• Direct contact with furniture protection plans to get denied claims processed due to errors or clarity
• Fed-X Call-Tags & Tracking & Intercept canceled or wrong invoices by customer request
• VIP inspections if even-exchanges are issued and explained in detail the with photos of VIP process with detailed next day delivery details. Also informing Drivers of proper process and the customers expectations are to be fulfilled per policy.
• Able to deescalate very escalated customers
• Show great sense of empathy and compassion
• Worked closely with HomeStores and Licensee’s ((3 party Stores/Vendors)) with correction on written wrong sale or misinformation being provided by Sales Agents/ or not ordered correct to and orders/ compensation
• Corporate complaints
• Home Damage claims
• Efficient in Excel, Word, Microsoft Office, SalesForce, D365, Profit, CCIM, Teams, Dispatch Track((deliveries)), Dispatch Track((Technician appointments)), AS400, Ashley Now, Ashley Direct, Ashley Furniture Website, Ashley discovery, Toolbox ((Online))& Toolbox ((In-Store)) for all proper procedures and SOPS, Jabber, Finesse, Cisco, Calabrio. Night Shift Receiving Manager
CVS PHARMACY - Tampa, FL
April 2016 to April 2019
MANAGED NIGHT CREW AND PHARMACY STAFF
• RESPONSIBILITIES INCLUDED: INVENTORY AND RECEIVING, STOCKING OF MERCHANDISE, PRICE CHANGES AND SALE TAGGING, DAILY COUNTDOWN OF ALL REGISTERS AND DEPOSITS, SCHEDULING, PAYROLL, ANSWERING PHONES AND DIRECTING CALLS, SALES, RETURNS AND EXCHANGING, DATA ENTRY, PROCESSING/RECEIVING EXPENSE REPORTS, UNLOADING DELIVERY TRUCKS, CHANGING WEEKLY END-CAPS AND DISPLAY CASES FOR WEEKLY SALES, HANDLING AND RESOLVING CUSTOMER COMPLAINTS AND INTERACTING DIRECTLY WITH CUSTOMERS AND PROVIDING EXCELLENT CUSTOMER SERVICE
• Handled day-to-day operations
• Handled the daily counts
• Generated sales and revenue reports
Executive Adminstrative Assistant
Tuflex - Tampa, FL
May 2003 to April 2013
PROVIDED SUPPORT TO OFFICE MANAGED AND WAREHOUSE STAFF
● RESPONSIBILITIES INCLUDED: FILING, BOOK-KEEPING/ACCOUNTING, PAYROLL, DATAENTRY, PREPARING TRAVEL ARRANGEMENTS, PROCESSING/PREPARING EXPENSE REPORTS, SCHEDULING, CONFERENCE CALLS AND EXCELLENT CUSTOMER SERVICE AND TRACKED AND MAILED COMPANY PRODUCTS AND SUPPLIES TO CLIENTELE
Program Management Clerk
GTE - Tampa, FL
September 1999 to May 2003
PROVIDED SUPPORT TO 10 PROGRAM MANAGERS
● RESPONSIBILITIES INCLUDED: FILING, DATA ENTRY, PREPARING TRAVEL ARRANGEMENTS, PROCESSING/RECEIVING EXPENSE REPORTS, SCHEDULING OF CUSTOMER SERVICE AND CONFERENCE CALLS AND MAINTAINED OFFICE SUPPLIES, MANAGED SWITCHBOARD PHONES AND HANDLED CUSTOMER SERVICE CALLS AND COMPLAINTS, PROVIDED OVERSIGHT OF BOOK
KEEPING/ACCOUNTING, PAYROLL, CHECK REQUISITIONS/CASH ADVANCES AND ALL MONIES IN ON-SITE CASH SAFE
Education
BRANDON SENIOR HIGH - Brandon, FL
Skills
• MICROSOFT OFFICE WORD (10+ years)
• EXCEL (8 years)
• POWERPOINTWINTASK (7 years)
• ORACLE (3 years)
• ACCUMAIL (5 years)
• OPERA (3 years)
• FRAMEWORKS AND SMART SYSTEMS (5 years)
• Communication skills (10+ years)
• Upselling (6 years)
• Data entry (10+ years)
• Phone etiquette (10+ years)
• Salesforce (2 years)
• Warehouse management (3 years)
• Team management (3 years)
• 10 key typing (10+ years)
• Apple Remote Desktop (4 years)
• Remote access software (5 years)
• Cisco ISE (2 years)
• Store management (5 years)
• Network Firewalls (3 years)
• Network Monitoring
• Order Management System
• Microsoft Windows
• Active Directory
• Microsoft Dynamics 365 (3 years)
• Customer service (10+ years)
• Escalations (3 years)
• Accounts receivable
• Accounting
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