Ashley Chandler

Experience

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  EGS - Expert Global Solutions

  Oct 2012 - May 2016

  - Bridged the gap between the clients’ expectations and the level of customer services provided by our customer service team- Drove quality improvement and performance metrics: Net Promoter Score (NPS), Disconnect Rate, Transfer Rate, Average Handle Time (AHT), etc. - Held calibration sessions with members of leadership to to evaluate the quality of interaction between agents and customers against established performance standards - Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews for staff.- Provided primary customer support to internal and external customers.- Answered average of 10-20 escalated calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information.

  • Quality Liaison

    Nov 2015 - May 2016

  • Supervisor

    Oct 2012 - Nov 2015
• 

  Amazon

  Aug 2016 - Feb 2021

  Virtual Customer Service Manager

  - Managed day-to-day operations, career development, performance management, and growth of up to 25 team members- Cross-trained 120 new associates for a new line of business, and later contributed to the creation and implementation of a self-guided training module- Collaborated with the Account Management team to identify customer needs and pain points, and to improve standard practices, policies and procedures.

• 

  First Baptist Church Greensboro

  Jul 2019 - Mar 2022

  Ministry Support Associate

  - Created weekly email newsletters, as well as a manual of standard operating procedures for incoming administrative staff- Coordinated the execution of events which included meals and supplies for up to 300 people- Proactively identified areas of opportunity within the administrative support system and acted collaboratively with team members to implement changes

• 

  CVS Health

  Mar 2022 - Apr 2023

  Account Manager

  - Develop service strategy to ensure renewal and growth of business and retention of members for up to 30 assigned accounts- Drive overall post-sales relationship with assigned cases, which include onboarding and post-onboarding validation of clients’ intent

• 

  Hoffman & Hoffman, Inc.

  Apr 2023 - now

  Human Resources Coordinator