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Ashley Olsen

@ashleyolsen

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Senior Coordinator at Walmart resolving escalated customer issues and identifying contact center trends.

United States

Message

At Walmart, I resolve tier 3 customer queries and escalated issues by researching customer history, advising associates, and coordinating with the appropriate teams.

I also collect and analyze customer feedback to identify contact trends, and communicate findings that can inform contact center operations.

Before Walmart, I supported merchants in Partner Operations at Jet and assisted with chat testing and customer support at Netflix CS. At Leef Co, I handled inventory, shipments, returns, and process improvement.

Experience

Work history, roles, and key accomplishments

Current

Senior Coordinator

Current

Walmart

Feb 2021 - Present (5 years 7 months)

Resolves tier 3 customer issues and escalations, provides subject matter expertise, and monitors junior agents. Identifies trends from customer feedback and leads team members by managing work allocation and providing guidance.

Customer Service Issue Resolution Data Analysis Team Leadership Process Improvement Compliance Communication Skills

Claims Processor

Permaplate

Nov 2018 - Apr 2020 (1 year 5 months)

Customized approach to meet situational demands, demonstrated accuracy and thoroughness, and documented product discussions into the database. Continuously built knowledge and skills related to customers, warranties, products, and network.

Customer Service Documentation Problem Solving Database Management

Customer Operations Manager

Leef Co

Nov 2017 - Nov 2018 (1 year)

Handled all inventory in the SLC office, managed shipments to customers, and processed returns. Used Excel to track inventory and proactively sought ways to improve client experience, communicating with internal and external customers.

Inventory Management Excel Customer Service Process Improvement Communication Skills

Partner Operations

Jet

Sep 2016 - Sep 2017 (1 year)

Started in member services and was promoted to Partner Operations, assisting merchants with in-depth product reviews and troubleshooting issues. Acted as the middleman between members and merchants.

Customer Service Troubleshooting Communication Skills Problem Solving

Chat Representative

Netflix CS

Mar 2015 - Jul 2016 (1 year 4 months)

Assisted in A/B testing for chat department improvement and provided account and technical support for Netflix customers.

A B Testing Customer Support Technical Support Communication Skills

Technical Support Representative

Alorica - Geek Squad

Feb 2013 - Mar 2015 (2 years 1 month)

Demonstrated proficiency in MS Office (Word, Excel), strong keyboarding skills, and ability to make independent decisions based on established guidelines. Utilized negotiation and decision-making skills.

Microsoft Office Excel Word Keyboarding Decision making Negotiation