Ashley Middleton
Sydney,Australia
Summary
Passionate and dedicated customer service professional with over 18 years of experience, recognised for strengths in delivering exceptional customer service, effective time management, and proficiency in CRM systems. Adept at troubleshooting problems, building successful solutions, and consistently exceeding goals. Known for introducing innovative processes to streamline workflows and enhance efficiency. An excellent verbal and written communicator with a commitment to cultivating positive relationships and securing customer loyalty.
Overview
18
18
years of professional experience
Work History
Customer Service Specialist and Classifieds Account Manager
Australian Doctor Group
03.2020 - Current
- Meeting the needs of customers, particularly GPs and other medical specialists, who reach out to ADG by providing exceptional customer service
- Ensuring high satisfaction ratings by proactively resolving customer issues in a single call
- Communicating with customers through phone, email, or Live Chat (Zendesk) and addressing their complaints, following up to ensure timely resolution
- Initiating contact with existing clients, identifying new opportunities, and pursuing potential leads
- Assisting in invoicing authors contributing to the magazine and website on behalf of client accounts
- Consistently achieving and surpassing monthly sales targets
- Supporting clients in creating job advertisements and publishing them on the website
- Implemented new processes which ensure client's job advertisements receive maximum exposure a
- Managing projects and planning for clients
- Leading data-cleaning initiatives to maintain a clean database
Administration Officer
Freshcare
03.2019 - 03.2020
- Delivering professional and efficient customer service to stakeholders, staff, clients, and the community
- Successfully handled the daily administrative tasks, overseeing six active inboxes
- Contributed to the development and upkeep of templates, procedures, and documents to improve administrative efficiency, demonstrating a proactive approach to supporting the smooth and professional functioning of the office
- Coordinated meetings, including managing meeting room bookings, organizing events and catering, as well as making arrangements for travel and accommodation
- Provided technical support and troubleshooted issues to optimize office productivity.
Office Coordinator/Administrator
EICR Scotland Ltd
08.2012 - 12.2018
- Maintained long-lasting relationships with customers, which meant they always came back to us due to the excellent service they received
- Managed six electricians' diaries, scheduling their daily jobs
- Confirmed appointments, communicated with clients, and updated client records
- Ordering and managing materials and supplies for site and other additional general administration duties
- Used Microsoft Office daily
- Prepared and mailed invoices to customers, processed payments, and documented account updates
- Developed correspondence letters, memos, and emails
- Assisting in the preparation of tender documents
- Coordinated travel including hotel reservations and car services.
Customer Service Specialist
Esure
06.2010 - 07.2012
- Dealing with inbound calls from existing customers, amending policy details, up-selling extra products, and assisting with general enquiries
- Keeping up to date with products and building up a rapport with customers, making them feel valued by providing them with a good and memorable customer service experience
- Liaising with other departments, such as accounts and claims.
Banking Adviser
Bank of Scotland
05.2006 - 05.2010
- Dealt with customers' daily banking transactions
- Delivering excellent customer service and assessing customer needs
- Achieved monthly sales goals by promoting product benefits
- Dealt with large amounts of cash and oversaw balancing my till at the end of every shift
- Staying up to date on all bank products and services, so I could advise customers efficiently and correctly
- Investigated and resolved customer enquiries and complaints quickly
- Collaborated with colleagues to think of new ways to promote our products
- Liaised with head office and other branches.
Education
HNC - Social Sciences -
Clydebank College, Glasgow, Scotland
Skills
- Customer retention
- Salesforce, Marketo, Drupal & Wordpress
- Good communication
- Relationship management
- Customer complaint resolution
- Customer account management
References
References available upon request
Timeline
Customer Service Specialist and Classifieds Account Manager
Australian Doctor Group
03.2020 - Current
Administration Officer
Freshcare
03.2019 - 03.2020
Office Coordinator/Administrator
EICR Scotland Ltd
08.2012 - 12.2018
Customer Service Specialist
Esure
06.2010 - 07.2012
Banking Adviser
Bank of Scotland
05.2006 - 05.2010
HNC - Social Sciences -
Clydebank College, Glasgow, Scotland
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