Center Representative Client Relations

Ashley Sparkes

Peoria, AZ ***** • 602-***-**** • **************@*****.***

Strategic Communications Professional

An innovative and creative professional demonstrated experience managing client relations strategies and external communication plans. Able to use chat functions to engage with clients online for quick response. Possess years of experience engaging with clients to learn of their specific needs and able to apply that knowledge to marketing goals. Areas of Expertise

• Account Management

• Online Chat Technology

• Virtual Communications

• Team Training

• Program Analysis

• Policy & Procedure Compliance

• Troubleshooting

• Dispute Resolution

• Client Engagement

Professional Experience

USAA – Phoenix, AZ March 2016 to Present

Quality Assurance Specialist (Oct. 2020–Present)

Analyze and document calls taken by employees. Provide feedback on compliance accuracy and options for improvement.

Key Achievement:

• Performed analysis that allowed for personal and team accuracy of 99%

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Bank Sales & Service Contact Center Representative I (Oct. 2019–Present) Engage with clients through online chats to address their unique banking needs quickly and to optimal satisfaction. Keep records of client transactions to track all steps taken to resolve issues and ensure compliance with company protocols. Key Achievement:

• Currently achieving a 98.9% in compliance and 97.7% in technical while maintaining excellent MSAT scores Member Solutions Senior Specialist (Sept. 2016–Oct. 2019) Reached out to prospective clients to understand their specific banking and insurance needs. Provided comprehensive information on the exceptional financial services and products offered by USAA to win new accounts. Key Achievement:

• Consistently received high marks on member satisfaction feedback and referral goals Policy Service Associate (Mar. 2016–Sept. 2016)

Worked directly with policy holders to handle their individual billing or policy complaints, delivering swift resolutions to retain their business. Offered potential upgrades or additions to policy plans to boost sales. AMERICAN EXPRESS – Phoenix, AZ February 2015 to February 2016 Senior Account Manager

Used phone channels to field credit card inquiries from a variety of clients. Evaluated each member’s accounts to find satisfactory solutions to issues that met their specified needs. Documented each case according to company policy. Key Achievement:

• Praised for effective communication with members as well as helping to coach new employees Education

Bachelor of Arts Communications, Grand Canyon University – Phoenix, AZ

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