Ashley Brown

**** ********* *****, ****** *******, GA ad49yq@r.postjobfree.com 404-***-****

Professional SummaryCustomer service focused professional with 15 years of experience. A dependable individual who enjoys challenges, learning and applying new skills, can effectively handle multiple projects and shifting priorities and meets deadlines in a fast-paced environment.

Experience

Southeastrans, Inc. College Park, GA 1/2022 – 4/1/2022

Call Center Trainer

Handling administrative documents

Facilitate 3-week training course for new call center agents; instructional methods include lecture, small group discussions, hands-on activities and role-play.

Identify needs for refresher training.

Provide direct supervision to new hires during nesting period.

Coach and counsel new employees on performance issues

Prepare training reports for call center leadership team as requested.

Southeastrans, Inc. College Park, GA 4/2018 – 1/2022

Call Center Assistant Trainer

Facilitate 3-week training course for new call center agents; instructional methods include lecture, small group discussions, hands-on activities, and role-play.

Identify needs for refresher training.

Provide direct supervision to new hires during nesting period.

Coach and counsel new employees on performance issues

Prepare training reports for call center leadership team as requested.

Customer Service Representative/Dispatcher/Call Center Lead 4/2012-2018

Provided excellent customer service to inbound callers in a high-volume environment.

Scheduled non-emergency transportation for Medicaid members.

Dispatched provider transportation for Medicaid members

De-escalated calls from irate customers.

Handled supervisor calls and followed up with members and providers.

Assisted new agents acclimatize to the call center.

PFG Cable Services Atlanta, GA 11/2009 - 04/2011

Call Center Agent

Took inbound calls and made outbound calls in a fast-paced call center.

Contacted clients through an automatic dialer system.

Scheduled appointments to pick-up unused cable equipment.

Verified receipt information from returned pick-ups.

WENDYS Lithia Springs, GA 11/2003 - 11/2009

Cashier

Provided friendly and consistent service to customers.

Accurately entered and bagged orders

Checked inventory and temperatures of products.

Education

Chattahoochee Technical Institute, Marietta, GA 2/2004 - 9/2007

Criminal Justice Diploma

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