ASHLEY FRIESEN
Support Specialist Manager
Yucaipa
Summary
Support Specialist Manager with 16 years of extensive expertise in customer support and management. Proficient in Freshdesk, Google Docs, Zendesk, Slack, Excell and technical troubleshooting, consistently enhancing service quality and operational efficiency. Adept at analyzing customer feedback to implement actionable insights, ensuring high resolution rates and customer satisfaction.
Overview
17
17
years of professional experience
3
3
Certifications
Work History
Customer Support Manager
Autonomous Inc.
10.2019 - Current
- Resolve escalations efficiently, ensuring customer satisfaction and loyalty.
- Coordinate with logistics and warehouse teams to meet E-Commerce transit goals.
- Oversee accurate responses from Customer Service Agents, enhancing service quality.
- Train and guide staff on new policies, improving operational consistency.
- Handle 50-80 daily inquiries, maintaining high resolution rates and customer satisfaction.
- Collaborate with cross-functional teams to streamline processes, improving customer service efficiency and satisfaction.
- Analyze customer feedback to identify patterns, leading to actionable insights that enhance service quality and operational procedures.
Call Center Agent
Quote Velocity
01.2021 - 01.2022
- Informed clients about various MediCare plans, ensuring clarity and understanding.
- Transferred interested clients to licensed agents, facilitating smooth transitions.
- Utilized strong communication skills to address client inquiries effectively.
- Consistently met daily call quotas, contributing to overall team performance.
Assistant Manager
Check Into Cash
05.2018 - 10.2019
- Managed cash allocations and balances, ensuring accuracy and compliance, enhancing operational efficiency.
- Processed various financial transactions including loans and wire transfers, improving customer satisfaction.
- Tracked monthly Book of Business, leading to better financial oversight and reporting.
- Collected on overdue accounts, reducing delinquencies and improving cash flow.
- Coordinated with marketing to promote financial products, resulting in a 20% increase in new customer acquisition.
- Conducted thorough audits of financial records, identifying and correcting errors to ensure compliance and accuracy.
Dispatch
RMA Group
03.2012 - 09.2013
- Collaborated with product managers to ensure accurate testing on work sites per client requests.
- Assigned certified technicians to job sites, ensuring compliance and efficiency.
- Generated detailed reports for technicians, outlining required tests and procedures.
- Ensured all technicians were properly certified, maintaining compliance with industry standards.
- Facilitated seamless communication between product managers and technicians, improving project outcomes and client satisfaction.
Assistant Manager
Check Into Cash
12.2010 - 03.2012
- Managed and balanced large cash transactions, ensuring accuracy and security.
- Processed loans, check cashing, and wire transfers, maintaining detailed records.
- Collected overdue payments, improving account recovery rates.
- Tracked monthly business metrics, contributing to financial reporting.
- Led team training initiatives, enhancing staff performance and customer satisfaction.
- Provided monthly marketing plans and executed through local events.
Front Desk
Blythe Fitness Center
06.2008 - 05.2010
- Handled 20-30 daily inbound calls, ensuring efficient customer service and issue resolution.
- Processed monthly payments accurately, maintaining financial records and customer satisfaction.
- Maintained cleanliness of equipment and facilities, contributing to a safe and welcoming environment.
Education
DIPLOMA -
Pacific High School
Skills
- Communication
- Customer Support
- Problem Solving
- MS Word
- Excel
- Google Docs
- Zendesk
- Freshdesk
- Customer Satisfaction
- Quality Work Ethic
- Written Communication
- Loyalty Building
- Operational Procedures
- Remote Work
- Customer Relations
- Policy Implementation
Certification
Privacy Acts
Timeline
Call Center Agent
Quote Velocity
01.2021 - 01.2022
Customer Support Manager
Autonomous Inc.
10.2019 - Current
Assistant Manager
Check Into Cash
05.2018 - 10.2019
Dispatch
RMA Group
03.2012 - 09.2013
Assistant Manager
Check Into Cash
12.2010 - 03.2012
Front Desk
Blythe Fitness Center
06.2008 - 05.2010
DIPLOMA -
Pacific High School
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