Ashley R. Tillis

**** ******* ** ******* ** *****

281-***-**** ad0rnm@r.postjobfree.com

SUMMARY Resourceful Call Center Representative who consistently meets and exceeds productivity goals. Proven capacity to troubleshoot issues to resolve issues quickly. Maintains a high level of professionalism, patience and efficiency to minimize customer dissatisfaction and increase customer loyalty.

EXPERIENCE

G.C Services

Call Center Representative August

2009 – September 2012

Outbound calls for First Premier Bank

customers to collect a debt owed on

previous account Outbound

Advantage Staffing – AT&T – Tech

Support

Call Center Representative August 2014 - September 2016 Address customer service inquiries in a timely and accurate fashion. Give accurate and appropriate information to answer questions, troubleshoot issues, and resolve complaints. Achieved customer satisfaction rating of 95% within six months, exceeding corporate target.

Teleperformance – Apple – iOS Tech Support – Work from Home

Call Center Representative November 2016 – Feb

2018

Collected customer feedback and made process changes to exceed customer satisfaction

goals. Demonstrated mastery of customer service call script within specified timeframes. Built customer loyalty by placing follow-up calls for customers who reported product issues. Actively listen to customers to understand their issues or concerns

Interview clients to gather information useful in providing recommendations and solutions to a technical problem

Install, configure, and troubleshoot computer systems, servers, and network issues Provide daily technical support services for information technology establishments Receive customer calls to provide step-by-step guidelines for the resolution of a technical issue Document and track customer issues using a ticketing system to ensure quick resolution Maintain the security and integrity of company database by setting access controls Explain highly technical details to customers using simple understandable terms Participate in development of information technology and infrastructure projects Ensure compliance with service agreements to evade legal issues Guide and direct the activities of less experienced tech support personnel Maintain an up-to-date knowledge of company products and services Stay abreast with technological developments and trends Educate customers on the features of company products/services to minimize technical challenges

Follow-up on customers to ensure their issues are completely resolved Produce periodic reports of technical support operations to company management. Conduent – HUMANA

INSURANCE

Call Center Agent – May 2018 – Jan 2020

Address customer and provider needs regarding complex benefit questions Resolve issues and educate member and providers

Perform basic administrative/clerical and customer service tasks Escalate unresolved and pending customer grievances Meet expectations and quality standards

Use attention to detail to ensure accuracy

Work closely under supervision within established guidelines Reliant Energy – Jun 2020 – Jan 2022

Outbound calls for Reliant Energy customers for contract renewals. Outbound sales calls to both Reliant and non – Reliant for 20-year lease of solar panels installations. Respond to customer service calls

TEEMA – FEB 2022 – July 2022

Address customer and offer government phones to sign Perform basic administrative/clerical and customer service Meet expectations and quality standards

EDUCATION

Forest Brook Senior High

School

Class of

2002

SKILLS/HIGHLIGHTS

Troubleshooting

Service and support

Computer software savvy

People person

Conflict resolution

Critical Thinker

High Standards

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