Customer Service Call Center
Resume:
Ashley Gray
Orland Hills, IL *****
**************@*****.***
EDUCATION
Governors State University - University Park, IL, Expected graduation May 2027 Bachelor of Arts in Business Administration
Moraine Valley Community College - Palos Hills, IL, May 2018 Associate of Arts in Business Administration
WORK EXPERIENCE
Four Seasons Heating and Cooling, Bedford Park, IL, May 2024-January 2025 Call Center Representative
• Handled a high volume of inbound customer calls, averaging 120 calls per day
• Provided excellent customer service by addressing inquiries, resolving complaints, and ensuring customer satisfaction
• Utilized CRM software to document and track customer interactions, ensuring accurate record- keeping and follow-up actions
• Consistently met or exceeded individual performance metrics including call quality, average handle time, and customer satisfaction ratings
• Implemented effective strategies to de-escalate challenging situations with upset or irate customers while always maintaining professionalism
• Participated in regular coaching sessions with supervisors to enhance skills and address areas for improvement identi ied through quality monitoring processes
• Maintained up-to-date knowledge of products/services offered by the company through ongoing training sessions
Springrock Gutters, Westmont, IL, March 2021- November 2023 Customer Service Representative
• Responded promptly and professionally to customer inquiries via phone, email, and chat
• Scheduled appointments for sales consultations and service visits.
• Coordinated with sales, installation, and service teams to ensure smooth customer communication.
• Handled customer complaints and issues with empathy and ef iciency, seeking timely resolutions.
• Maintained accurate customer records and updated CRM systems regularly.
• Provided product information, warranty details, and installation timelines to customers.
• Followed up with customers after service to ensure satisfaction and gather feedback.
• Process payments, invoices, and service agreements as needed. Best Buy, Countryside, IL, June 2020- March 2021
Mobile Expert
• Consulted customers on mobile devices, carrier plans, trade-ins, and accessories, ensuring tailored recommendations.
• Maintained up-to-date knowledge of product features, promotions, and carrier offerings.
• Processed activations, upgrades, and account setups accurately across multiple carriers (Verizon, AT&T, T-Mobile, etc.).
• Met and exceeded daily and weekly sales targets through effective product knowledge and customer engagement.
• Resolved technical and service-related issues to maintain customer satisfaction and retention.
• Collaborated with other departments to create seamless customer experiences across the store.
• Participated in ongoing training to stay current with evolving mobile technology trends.
• Recognized for consistently high customer satisfaction scores and repeat customer referrals. Collision Center at Continental Toyota-Countryside, IL, May 2018- April 2020 Receptionist
• Served as the irst point of contact for customers at the Continental Toyota Collision Center.
• Greeted customers warmly and directed them to appropriate staff or service areas.
• Answered incoming phone calls and responded to inquiries regarding repair status, estimates, and appointments.
• Scheduled and con irmed collision repair appointments using internal systems.
• Maintained accurate customer and vehicle information in the management system.
• Assisted with intake paperwork and documentation for insurance claims and repair services.
• Communicated effectively with service advisors, technicians, and insurance adjusters to relay accurate information to customers.
ADDITIONAL WORK HISTORY
Camp Counselor, Kruger Park, May 2011- August 2015 COMPUTER SKILLS
Microsoft Word, PowerPoint, Excel, HubSpot, and Salesforce
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