Summary
Overview
Work History
Education
Skills
Timeline
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Ashley Heubner

Bruce Mines,ON

Summary

Experienced customer service associate that brings 10+ years of applying exceptional customer service, ensuring meticulous attention to detail through strong leadership to address diverse needs. Proficient in reviewing data to ensure high standards of service addressing opportunities in a professional manner. Responsive and resilient team player with adaptable and resourceful mindset.

Overview

13
13
years of professional experience

Work History

Senior Intraday Resource Analyst

OLG
10.2022 - Current
  • Set and adjusted to schedules to maintain optimal coverage and service levels.
  • Produced and updated documents, reports and tracking spreadsheets using excel.
  • Worked with management to develop strategic and tactical plans to meet different requirements.
  • Analyzed data to determine gaps in service, system concerns, etc.
  • Identified, analyzed, and interpreted trends or patterns in complex data sets by finding correlations and visualizing with charts.
  • Completed data cleaning and data validation of existing spreadsheets to promote robust data management platform, resulting in accurate data analysis and entry.
  • Evaluated diverse organizational systems to identify workflow, communication, and resource utilization issues.

Senior Customer Care Specialist - Retailer

OLG
10.2020 - 10.2022
  • Analyzed inventory data to identify and address stock discrepancies.
  • Helped large volumes of retailers every day with positive attitude and focus on customer satisfaction
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows
  • Evaluated employee performance and coached and trained to improve weak areas
  • Developed training, task and process guidelines and communicated clear and concise directions to employees
  • Adjusted job assignments and schedules to keep pace with dynamic business needs, factoring in processes, employee knowledge and customer demands
  • Resolved concerns with products or services to help drive sales

Quality Associate/Bench Supervisor

Agero
06.2010 - 04.2019
  • Educated employees on specific QA standards and confirmed maintenance of standards
  • Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies
  • Inspected, verified, and documented quantifiable characteristics of finished goods by comparing against customer specifications and company quality standards
  • Accomplished multiple tasks within established timeframes
  • Onboarded new employees with training and new hire documentation
  • Maximized performance by monitoring daily activities and mentoring team members
  • Adjusted job assignments and schedules to keep pace with dynamic business needs, factoring in processes, employee knowledge and customer demands
  • Established and updated work schedules to account for changing staff levels and expected workloads
  • Approved regular payroll submissions for employees
  • Reviewed performance data to monitor and measure productivity, agent availability and activity levels.

Education

Police Foundations -

Sault College
05.2008

Skills

  • Process Improvement Initiatives
  • Workload Planning
  • Efficient and Detail-Oriented
  • Needs Assessment
  • High-Volume Environments
  • Reporting and Delivery
  • Courteous with Strong Service Mindset
  • Trend Analysis

Timeline

Senior Intraday Resource Analyst

OLG
10.2022 - Current

Senior Customer Care Specialist - Retailer

OLG
10.2020 - 10.2022

Quality Associate/Bench Supervisor

Agero
06.2010 - 04.2019

Police Foundations -

Sault College

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Ashley Heubner