Ashley Marie Urban

Experienced Customer Service & Technical Support Representative/ Team Specialist/ Manager/ Banker

Ransomville, NY 14131

adtcp4@r.postjobfree.com

+1-716-***-****

My name is Ashley Marie Urban and I’m an experienced Customer Support Professional with skills to benefit a multitude of departments within the communication industry. I provide beneficial technical support, assistance with financial attributes, and account & product knowledge. I demonstrate excellent management and leadership qualities. I also possess strong computer knowledge along with software intelligence such as Microsoft Windows, Office & Outlook. I hold heavy experience with inbound, outbound and escalated calls, as well as in-person customer service, in-which I demonstrate customer satisfaction and retention. I consider myself exceptional with troubleshooting and problem- solving, multi-tasking, and with customer resolution including an unfailing followup. I am my customers trusted advisor. Currently I am looking for a remote position with plenty of flexibility to balance work and home life.

Authorized to work in the US for any employer

Work Experience

Store Associate/ Cashier

Family Dollar - Newfane, NY

November 2021 to February 2022

Utilized productive and personable communication skills by means of face to face interaction with shoppers inside a retail setting. Prior knowledge and experience of cash handling helped support every day tasks including: pre and post shift drawer change/counting as well as establishing the next store associates drawer due to be on duty. Demonstrated a quick and efficient ability to learn, as new products continuously entered and exited the store and needed to be priced and stocked. Displayed great organizational skills proven with shelf stocking duties that required product rotation, new item location, and placement.

• Maintained a high level of service across Family Dollar

• Managed stock room

• Neatly stocked merchandise on sales floor

• Issued refunds and store credit vouchers

• Maintained cleanliness of Family Dollar

Achievements:

Commended by management for being a swift and sufficient learner. After one day of entry examinations, I only needed to be shown once how to handle the cash register. Also noted for holding an excellent customer service communication with shoppers.

Team Specialist/ Customer Service/ Banker

Key Bank - Buffalo, NY

October 2004 to October 2010

Provided management direction to immediate reports as well as exceptional customer service to customers in all areas of Key Bank. Highly experienced in numerous banking products and policies, computer technology systems, and company knowledge. Performed exceptional resolution while handling escalated calls and working with customers to establish satisfaction. Displayed substantial problem-solving and troubleshooting techniques while in a quick & timely manner. Demonstrated positive teamwork by assisting with a variety of additional activities. Persistent in going above and beyond. Thinks outside the box. Provided unfailing follow-up while being the clients trusted advisor. Moderate experience with soft sales to help benefit the customer with their best interests, wants and needs. Strengthened client relationships with the company. Assisted with training and educating new representatives to their fullest capabilities. Utilized in many diverse specialty departments such as the seasonal Tax Line, Card Services department

(debit cards/ pre-paid cards/ credit cards), Loans and Lines of credit, escalated calls in the Executive Offices and Customer Service, Lost/ Stolen cards, Fraud and Security, and Judgment Processing in the Legal department. Additionally serviced standard products such as Checking and Savings accounts. Educated in extensive privacy policies, security acts, banking regulations, fraud and theft scam prevention, annual certifications within the company, as well as government regulations and policies. Responsible for team payroll, attendance tracking, daily reports, coaching teammates, and working side by side with Team Lead in delegating tasks. Possess heavy knowledge of various complex computer systems, as well as common programs such as Microsoft Word, Excel, Lotus Notes Email and Internet Explorer.

Proficient toggling of all programs on a daily basis. Extreme ability to multitask in a speedy, high paced environment.

Personable, professional, and proficient communication skills. Ability to sympathize and empathize with clients. Very friendly and outgoing attitude and personality. Goal-getter and driven to succeed. Highly detail oriented. Business casual-professional atmosphere depending on the department.

• Provided assistance to customers and representatives

• Answered phone and assisted customers and representatives with questions, changes, and financial knowledge

• Maintained up-to-date knowledge of customer accounts and bank products

• Explained products and benefits

• Confirmed payments, refunds, etc.

• Resolved payment and order disputes

• Provided excellent technical support

• Operated the live chat

• Answered customer supervisor calls

Achievements:

Promoted to a management (Team Specialist) position within a year. Displayed leadership qualities by efficiently directing customer representatives with guidance, sales goals, company information, technical knowledge, and positive teamwork. Received recognition awards for various achievements on performance, as well as high DHP reviews (annual performance).

Customer Service Representative/ Marketer

Channel Source Direct - Williamsville, NY

July 2004 to September 2004

Handled indirect and direct marketing calls satisfying consumer relations with SAP software. Job duties consisted of working with inbound and outbound calls, developing relationships with prospective clients, and strengthening connections with current clients. Provided product knowledge and its advantages in order to collaborate enterprise applications to businesses. Professional atmosphere.

• Assisted customers with a warm and professional attitude

• Processed orders, exchanges, refunds and customer transactions

• Assisted customers with questions

• Kept records of customer complaints

• Handled emails, inbound calls, and outbound calls

• Booked appointments

• Managed customer accounts

• Assisted with technical support duties

• Performed data entry for customer information and orders

• Handled billing issues and order inquiries

• Resolved customer issues

• Worked in the inbound call center

Achievements:

Developed the ability to work in a high speed typing and data entry atmosphere

Door To Door Salesman

VIII Inc. - Depew, NY

March 2004 to July 2004

Door to door sales and customer service. Setup of Kirby Vacuum displays inside prospective customer homes and demonstrated the machinery while cleaning floors and carpets. Educated potential customers on the product while overcoming sale objections and barriers. Obtained a positive outlook and personality to compromise a sale. Exhibited extreme product knowledge and problem-solving skills needed to retain a sale. Also displayed excellent communication skills such as actively listening, publicly speaking, and deciphering customer feedback. Wether positive or negative criticism, knowing how to handle that feedback appropriately.

• Booked appointments

• Interacted with customers through live presentations

• Assisted customers with questions

• Processed orders, exchanges, refunds and customer transactions

• Assisted customers with a warm and professional attitude

• Managed customer accounts

• Assisted with technical support duties

• Handled billing issues and order inquiries

Achievements:

Awarded with Rookie of the year award for the most sales as a beginner.

Technical Support/Customer Service Representative

ICT Group - Amherst, NY

July 2003 to March 2004

Provided extensive technical support along with excellent customer service to client’s customers. Possessed vast problem-solving and troubleshooting techniques, as well as a wealth of product knowledge. Experience with inbound/ outbound calls in a fast paced environment. Depending on the client, is what area of telecommunications that was needed. Some examples of clientele include Petro Oil, Washington Mutual Bank, and Wells Fargo Bank.

• Technical Support

• Troubleshooting/ problem-solving customer accounts

• Excellent communication

• Inbound/ Outbound calls depending on client

• Floor support assisting management and colleagues

Achievements:

Obtained to work on specific, limited company projects. Utilized for mild floor support and assistance with fellow colleagues needing aid. Telecommunications certificate of completion.

Shift Manager/Crew Trainer

McDonald's - Lockport, NY

May 2001 to July 2003

Held a High Responsibility to manage various shifts throughout the day. Primarily responsible for closing shift. Closing responsibilities included cash handling all employee drawers at the end of their shifts, making a daily profit calculation, and preparing nightly earnings for the morning shift to deposit. Also consisted of counting and rotating inventory, securely locking up the store in the early am hours, and making sure employees exited the premises to reach their vehicles safely. Entailed making sure all employees were maintaining their positions in a safe, accurate, and efficient manner for the production of food, and for customer satisfaction. Obtained the ability to de-escalate situations when instances of unsatisfied or angry customers regarding the service provided or products created arose. Demonstrates very fast learning skill and ability. Prior to shift management promotion, was advanced to crew trainer, a training position and promotion for employees that are fluent in all positions within production. Was fluent on front counter register, drive-thru register, fryers, grill, food preparation, line cook, dishwasher, unloading the supply truck, and cleaning. Regularly educated and updated on FDA's food and safety protocol.

Achievements:

Thoroughly cross trained amongst all stations so was promoted to Crew Trainer within six months of employment. Next was promoted to Closing Shift Manager holding a very high responsibility to properly close the restaurant down. This included cash drawer audits, preparing nights end deposit for the morning shift, closing down and cleaning all stations, and safely managing my crew to their vehicles or rides while locking down the restaurant. All within a year of employment and at the young age of 17.

Education

Associates Degree in Liberal Arts/ Human Sciences

Niagara County Community College - Sanborn, NY

September 2001 to May 2007

NYS High School Regents Diploma in Psychology/ Art/ English Newfane High School - Newfane, NY

December 1993 to June 2001

Skills

• Telecommunication

• Microsoft Windows

• Banking

• Customer service (10+ years)

• Customer retention (6 years)

• Troubleshooting (10+ years)

• Problem-solving (10+ years)

• Multitasking (10+ years)

• Attention to detail (10+ years)

• Microsoft Word (10+ years)

• Microsoft Excel (2 years)

• Door-to-Door Experience

• Technical Support

• Escalated calls (6 years)

• Cash handling (3 years)

• Inventory control (3 years)

• Caring personality (10+ years)

• Professional attitude (8 years)

• Empathetic (10+ years)

• Passion for helping others (10+ years)

• Banking (6 years)

• Marketing (1 year)

• Data entry (10+ years)

• Typing (10+ years)

• Call center (8 years)

• Sales (7 years)

• Door-to-door sales (1 year)

• iOS (6 years)

• Communication skills (10+ years)

• Product knowledge (10+ years)

• Fast learner (10+ years)

• Time management (10+ years)

• Payroll (8 years)

• Basic math

• Microsoft Office

• Operating Systems

• Live Chat

• Help Desk

• Active Directory

Links

https://www.linkedin.com/in/ashleyur83

Assessments

Verbal communication — Proficient

September 2022

Speaking clearly, correctly, and concisely

Full results: Proficient

Customer service — Highly Proficient

October 2022

Identifying and resolving common customer issues

Full results: Highly Proficient

Customer focus & orientation — Expert

October 2022

Responding to customer situations with sensitivity Full results: Expert

Office manager — Highly Proficient

July 2022

Scheduling and budgeting

Full results: Highly Proficient

Technical support: Customer situations — Proficient October 2022

Responding to technical support situations with sensitivity Full results: Proficient

Call center customer service — Proficient

September 2022

Demonstrating customer service skills in a call center setting Full results: Proficient

Written communication — Proficient

October 2022

Best practices for writing, including grammar, style, clarity, and brevity Full results: Proficient

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