Summary
Overview
Work History
Education
Skills
Timeline
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Ashton Burnett

Murfreesboro

Summary

Dependable industry professional skilled in thriving in fast-paced environments and adapting to evolving daily demands. Committed to delivering exceptional customer service with keen attention to detail and a strong work ethic. Proactively seeks opportunities to enhance processes and elevate customer satisfaction, consistently striving to exceed expectations. Results-driven with a dedication to fostering positive experiences and contributing to team success.

Overview

13
13
years of professional experience

Work History

Customer Service Representative

Carrington Mortgage Services
05.2023 - Current
  • Responded to customer requests for products, services, and company information.
  • Created and maintained detailed database to develop promotional sales.
  • Sought ways to improve processes and services provided.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.

Verizon Tech Coach

Asurion
06.2016 - 06.2021
  • Demonstrated commitment to customer service by building productive relationships, resolving complex issues and boosting customer loyalty
  • Provided solutions, recommendations and replacements with empathy and positive feedback
  • Completed paperwork and entered important data in company CRM
  • Shared relevant tools with customers as necessary to reduce support call frequency
  • Responded to customer questions and complaints and documented consumer communications
  • Offered current product, policy and service information to customers
  • Created Excel spreadsheets to track customer data and perform reconciliation process
  • Built strong knowledge of product line to assist customers in selecting products
  • Facilitated clear communication between distribution centers, carrier companies and customers to expertly resolve inquiries
  • Delivered high level of service and support to customers as company ambassador.

Administrator Assistant

Communication Test Design
03.2013 - 06.2016
  • Answered incoming calls and directed messages to the correct party
  • Scheduled meetings
  • Assisted teams to prepare proposals for new business
  • Filtered incoming phone calls and emails, escalating only highest priority inquiries to executive leadership
  • Greeted visitors upon arrival and directed guests to appropriate departments.

Education

High School -

John Overton High School
Nashville, TN
05.2009

Skills

  • Team dynamics
  • Product knowledge
  • Call escalation
  • CRM software
  • Member account management
  • Call center procedures
  • Product education
  • Banking operations support
  • Researching
  • Service upselling
  • Provider identification
  • Lead generation
  • Account updating
  • Multi-line telephone operations
  • Conflict resolution
  • Complaint documentation
  • Customer consulting
  • Data entry
  • Customer service
  • Product sales
  • Brand representation
  • Refunds processing
  • Problem resolution
  • Sales closing

Timeline

Customer Service Representative

Carrington Mortgage Services
05.2023 - Current

Verizon Tech Coach

Asurion
06.2016 - 06.2021

Administrator Assistant

Communication Test Design
03.2013 - 06.2016

High School -

John Overton High School

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Ashton Burnett