Ashley Outing

About Ashley Outing

My career in customer service management is guided by the principle of treating every customer like the first and only client. Helping people is a big part of who I am personally and professionally. Communicating empathy and active listening skills allow me to establish immediate trust and rapport with customers/clients, as demonstrated by my track record with my current and previous employers. As a manager, I have established a reputation for creating a safe, welcoming space for employees. My open-door policy allows employees to voice concerns and provides the opportunity for mutual feedback and learning for both employees and leadership.Core Skills:LeadershipCustomer Support and SatisfactionTeam building and engagement Creative Problem-SolvingRecruitingPost Order FraudKPIsEmotional Intelligence

Experience

1. Customer Service Manager

   Wayfair

   Jul 2020 — Present

   Manage a team of 15-18 consultants at varying skill levels•Analyze trends based on historical data to close performance gaps•Provide extensive coaching and counseling to assist consultants in meeting customer satisfaction, resolution targets,exceed customer expectations, build customer loyalty and take advantage of sales opportunities•Conduct side-by-side observations and quality assurance (call monitoring) reviews•Work closely with Human Resources and Leadership to address and resolve employee issues

Education

• Central Piedmont Community College

  Associate's degree, Human Resources