Customer Service Representative
Resume:
Ashley Lee
Resume
Duncanville, TX
ad34rf@r.postjobfree.com
Focused customer service professional dedicated to meeting and exceeding customer expectations by delivering industry-leading support. Skilled in handling inbound and outbound calls, online requests and emails with good problem-solving, multitasking and research abilities. Detail-oriented customer care offering 8 years of customer service experience. Dedicated to thoroughly and accurately resolving customer concerns with forward-thinking and knowledgeable solutions. Adept at mentoring new employees on processes and policies in support of team and business objectives.
Cheerful and upbeat professional with history of exceeding customer service expectations. Calm and composed in stressful situations and capable of reducing customer dissatisfaction through acknowledgment, decisive communication and focused solutions. Proven expertise in insurance products, service and customer needs. Familiar with analyzing documentation, liaising between parties and handling both routine and complex issues each day. Able to identify and resolve concerns while promoting new products and meeting sales objectives. Authorized to work in the US for any employer
Work Experience
Customer Service Representative
November 2022 to August 2023
Making inbound calls to cardmembers in regards to their account. Accessing fraudulent account for card holders through a 8 hour call setting. Making about 700 calls a day through a 8 hour setting. Guest Relations Representative
Dave & Buster's - Dallas, TX
November 2021 to April 2022
Insuring the guest power card is working properly.Making sure the guest emails are replied back to and handle accurately.Handling voicemails from the guests who have called in previously.Taking up to 200 incoming calls daily.
Customer Service Representative
MAXIMUS - Dallas, TX
January 2020 to October 2021
Collecting information regarding the census to count the number of seats in the House of Representatives.Sending out surveys to selected households in regards to the U.S.Census.The calls where 100-300 calls per day.
Claims Adjuster
Copart Inc - Dallas, TX
January 2019 to June 2019
Analyzed first reports of loss and underlying file material to determine if claim was suspect. Conducted interviews, gathered detailed information and completed field investigations. Worked with underwriting on loss reserves and risk assessment and coordinated field reviews. Complied with company and insurance client's guidelines in claims processes, estimate writing and closing of claims, resulting with the customers.
Coordinated with law enforcement and testified at criminal proceedings. Contacted injured parties and legal representatives to negotiate final settlements for claims. Reduced loss ratios through fair and prompt processing of claims. Reviewed collection files to determine next steps in collection process. Conducted claim and estimate re-inspections.
Investigated claims, conducted field audits, determined losses and reported findings. Recruiter
CROSSMARK - Plano, TX
July 2018 to December 2018
Supported employee relocation and integration by helping new hires establish housing, schooling and registration.
Created and maintained strong alliances with local colleges and trade schools to establish trusted relationship and continuous funnel of applicants.
Proactively identified and solved complex recruitment problems impacting employer short- and long- term success.
Built talented pool of quality, skilled candidates, placed individuals in successful positions and gained reputation for sourcing top-quality applicants.
Educated job applicants of expected job tasks, compensation and benefits to set clear expectations. Sorted job applications, vetted candidates and recommended individuals for key positions. Partnered with hiring managers, consulting throughout hiring process to achieve desired results. Worked with HR management to devise and update policies based on changing industry and social trends.
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Financial Services Representative
Select Staffing - Dallas, TX
November 2017 to May 2018
Delivered informational sales presentations to potential investors to build symbiotic client relationships. Executed financial due diligence and created valuation model to establish enterprise value and purchase price.
Performed extensive analytical calculations, including complete audit of each mutual fund to identify highest possible results.
Researched banking guidelines and statutory requirements to stay updated on new laws and applications. Data Entry Clerk
Beacon Staffing Alternatives - Dallas, TX
September 2017 to November 2017
Coordinated, scheduled and executed in-depth data entry projects for the catastrophe victims. Coordinated, scheduled and executed in-depth data entry projects for the clients. Identified system and account issues to quickly and accurately resolve. Verified and updated account information in company computer system. Adhered to strict data confidentiality policies to prevent information leakage. Identified and corrected data entry errors to prevent duplication across systems. Maintained records by creating monthly reports, closing terminated records and performing chart audits. Input client information into spreadsheets and company database to provide leaders with quick access to essential client data.
Customer Care Representative
Nieman Marcus Call Center - Irving, TX
April 2016 to December 2016
Documented customer inquiries and feedback, including service delivery suggestions, in company database.
Collected customer feedback and recommended procedural or product changes to enhance future service delivery.
Delivered fast, friendly and knowledgeable service for routine questions and service complaints. Prepared, completed and processed customer account forms and database changes. Maintained revenue streams by exhausting every option before offering refunds. Provided high level of quality control, eliminating downtime to maximize revenue. Evaluated customer account information to assess current issues and determine potential solutions. Researched resolutions, contacted necessary departments and responded back to customer back phone, mail or fax as follow up.
Enhanced customer satisfaction ratings by effectively resolving issues. Resolved billing and service issues for customer care clients. Warehouse Order Picker
LINK Staffing Services - Dallas, TX
April 2015 to January 2016
Used RF scanner to pick items from bins and complete orders. Picked products from designated locations using various tools and transferred to appropriate areas for further processing.
Operated warehouse equipment with caution and according to manufacturer instructions to reduce risk of accidents and malfunctions.
Monitored aisles and floor areas for neatness and organization to enable forklifts to effectively operate throughout warehouse.
Kept work areas clean, neat and organized for optimal productivity and worker safety. Placed products on conveyors for final wrapping and shipment. Packaged items with appropriate materials to prevent damage during shipping. Packed products into designated boxes, taking care to protect items from damage or shifting during transport.
Research Interviewer
Nielsen Call Center - Dallas, TX
February 2013 to March 2015
Conducted phone interviews of political, social and consumer topics. Reported metrics back to team leader regarding progress and insights from research. Suggested improvements for established script to more cohesively satisfy interview requirements. Used spreadsheets and productivity tools to track total participant count. Recruited individuals for online surveys about product awareness and interest. Conducted interviews with research subjects and delivered assessments and analysis to group leaders. Recorded interview responses thoroughly and accurately. Documented results from participant observations.
Organized and managed schedule with up to 200 interviews per phone interview Education
High School Diploma
James Madison High School - Dallas, TX
May 2007
Skills
• Property adjusting
Automobile appraisals
Workers' compensation claims
Conflict mediation
Quality assurance controls
High-energy attitude
Active listening
Adaptive team player
Customer relations
• Team Building
• Time Management
• Filing
• Management
• Customer support
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