Customer Service Manager

Ashley Sheire

San Antonio, TX

***********@*****.*** - 740-***-****

WORK EXPERIENCE

Collector 1

USAA - San Antonio, TX - September 2011 to June 2014

Responsibilities

- Placed outbound calls through an automated dialing system, attempting to reach those members who are

in jeopardy of losing coverage

- Responsible for making arrangements with members to prevent loss of auto ins.

- Researched account activity for members and discussed possible payment options

Accomplishments

- Staffed the Escalation Line to talk with those members who become extremely upset and need the extra

attention to ensure their auto and property insurance coverage remains intact

- Represented my department as a Pride Rep who took concerns and suggestions to upper management.

Skills Used

- Customer Service skills

- Showed empathy and compassion to those members who really demonstrated a hardship

Account Manager

CNAC/JD Byrider - Marietta, GA - April 2011 to September 2011

Responsibilities

- Collected on vehicle loans that were past due

- Assisted and devised arrangements for low income customers to afford vehicle loans

- Skip traced in order to find those customers who werent paying and close to have their car reposessed

Skills Used

- Patience and compassion to those who were in extreme hardships

- Demonstrated good time managment skills to accomplish and exceed goals

Customer Service

United Health Services - San Antonio, TX - March 2007 to February 2011

Responsibilities

- Assisted members with questions regarding medical benefits and claims

- Assisted providers by reviewing claims and verifying medical benefits and their eligibilty

Accomplishments

- Staffed the Escalation Line, talking with customers who were upset or irate about their insurance. Ensuring

their concerns or problems were resolved.

- Researched claims and followed up with customers in a timely manner

Autodial Lead

Alliance Data Systems - Westerville, OH - May 2001 to January 2007

Responsibilities

- Coached low performers

- Completed audits to ensure proper internal guidelines and FDCPA laws are being properly followed

- Write and perform work reviews and monthly associate scorecards

- Responsible for growth and development of new hires up to their 90 day performance review

- Listened to associates phone calls, ensuring they are following proper protocal

- Monitored 50+ associates daily, making sure they were on the phones at their scheduled times. Otherwise

impacting call volume and

Accomplishments

- Recieved "Top Star" award for exceeding customer service skills, going above and beyond to help customers

- Promoted into management, working with new hires to make sure they are properly trained and understand

the system they will be working on.

- Learned the process of hiring and firing employees

EDUCATION

criminal justice

Washington State Community College - Marietta, OH

1999 to 2001

psychology

Harding University - Searcy, AR

1996 to 1999

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