Customer Care Office Manager

ASHLEY JONES

Richland, WA *****************@*****.*** 206-***-****

A D M I N I S T R A T I V E S P E C I A L I S T

I am a highly skilled expert who is focused, organized, energetic and customer centered. I possess the ability to develop and maintain healthy client and colleague relationships, improve workflow systems and productivity in a fast-paced work environment while maintaining a high level of professionalism.

Skills

Agenda Creation

Calendaring/Scheduling

Event Management

Meeting Planning and Coordination

Active Listening

Promotions and Networking

Team Building

Microsoft Suite

Salesforce

Professional Experience

WASHINTON HEALTH BENEFIT EXCHANGE- Richland, WA 10/25/2023-4/22/2024

Tier 1 Customer Care Agent (Contract)

Answer incoming communications from customers, navigators, brokers, health and dental carriers

Conduct research to provide answers for customers to resolve their issues

Some upselling of products or services to existing customers

Effectively listen and ask pertinent questions to identify sales opportunity cues, recommend, quote and negotiate products or services that meet customer needs

Product and brand knowledge to handle customer interactions, management objections and ultimately close the sale

Provide floor assistance to agents needing additional support with complexed calls or irate customers

WALGREENS - Richland, WA 8/5/2021-9/24/2022

Pharmacy Assistant

Work under direct supervision of the Pharmacist and Lead Technician

Interpret, enter, prepare and process prescriptions ensuring all information is accurate in database

Provide outbound therapy/medication adherence checkups

Answer, resolve and triage inbound inquiries

Assist in maintaining inventories of medication and prescription records of pharmaceutical products

Create oral compound solutions, ointments and creams as per the pharmacist’s instructions

Z-CONSTRUCTION (POOLS4U) - Pleasanton, CA 2/2012-11/2014

Administrative Office Manager

Answer phones and provide information to callers, take messages or transfer calls

Greet visitors /callers, handle inquiries or direct them to appropriate personnel according to needs

Provide employees with guidance in handling complex policies and procedures

Effectively maintain office organization and workflow systems

Review records and reports to track production, conduct payroll verifications, monitor work productivity and evaluate performance

Interview and recruit qualified applicants who reflect employer core values, business visions and standards

Develop and maintain internal or external company websites

CONSUMER CREDIT COUNSELING FOUNDATION - Livermore, CA 9/2009-11/2010

Customer Care Agent (Contract)

Respond to inquiries about financial matters via phone, email and chat

Create debt management plans and budgets to assist clients with financial goals

Assess clients' financial situation by reviewing credit reports and other information

Explain services and policies including program rules and advantages of services

WASHINGTON MUTUAL - Pleasanton, CA 2/2003-6/2009

Customer Service Representative (Call Center)

Process credit card applications, credit bureau disputes and balance transfers

Analyze credit reports for potential customers

Administer conference calls with merchants to ensure appropriate changes are made to accounts

Volunteer Experience

UNITED ROOTS, Oakland, CA

Volunteer

2008-present

Education

Los Medanos, Brentwood, CA Business Entrepreneurship

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