Ashley Smith

Experienced Administrative and Technical Support Specialist with several years of work history in the Clerical and I.T. industry looking for a position to leverage extensive background in Data Entry, Excel reporting, tier 1 IT Support.

Skills

•Helpdesk/Technical Support (Zendesk, Parature, Aldera) – 4 years

•Customer Service, CRM – 3 years

•Scheduling and Coordination – 3 Years

•CSS/Web Development – 3 years

•Accounts, Billing, Invoicing, and Collections – 3 years

•Excel (Pivot Tables, INDEX MATCH, VLOOKUP) – 5 years

•Microsoft Office (Word, Excel, Outlook, PowerPoint) – 5 years

•Administrative/Clerical/Data Entry – 6 Years

•Windows/Mac/Android Support – 6 Years

Accomplishments

•Used extensive documentation and knowledge to help train multiple recruits in Wordpress web design and shortcode

•Consistently exceeded company quotas in calls/account collections and received various accolades for efficiency and customer relations

•Played an integral role in assuring project deadlines were met in a transitionary period for a major financial company; exceeded KPIs and met SLAs

•Due to the exceeding performance, was contracted to overlook testing for new systems and software for ATMs which was the impetus for a nationwide initiative

Work Experience

Treasury Management Clerk (Contractor)

Synovus/Randstad 09/2020-present

Manage Master Merchant database and maintain accuracy and monitor for possible duplication of clients.

Pull Monthly reports regarding past due accounts, charge offs, payments made and rebate status as well as distribution of reporting.

Compile General Ledger as well as other critical reports for the EOM.

Run and edit SQL scripts for daily and monthly reporting.

Data Entry/Payroll Clerk (independent contractor)

Golden Donut 11/2020-04/20)

Entered vendor orders into Quickbooks

Kept records of incoming orders in excel to aid in transition from quickbooks

Implemented vlookup, and pivot tables in excel.

Assisting owners with Payroll duties and maintaining accurate hourly records of employees in the payroll system.

Distributed and logged timeclock cards and maintained a working list of employee card numbers for accuracy

Updated the employee database as needed

Assisted owners with FFCRA requirements and screened employees to determine eligibility under CARES act.

Accounts Payable/Accounts Receivable (Contract)

Cen-Signal- 09/2019 to 10/2019

Operate computers programmed with accounting software to record, store, and analyze information.

Check figures, postings, and documents for correct entry, mathematical accuracy, and proper codes.

Classify, record. and summarize numerical and financial data to compile and keep financial records, using journals and ledgers or computers.

Debit, credit, and total accounts on computer spreadsheets and databases, using specialized accounting software.

Comply with federal, state, and company policies, procedures, and regulations.

Inbound Chat Sales Representative

Afni – 7/2019 to 09/2019

•Interacted with customers via live web chat

•Engaged with and helped customers with questions about their cellular phone service

•Assisted customers with billing, account services, and establishing a network provider

Policy Services Representative/Claims

Aflac - 11/2018 to 5/2019

•Assisted Policy Holders with billing, processing claims, and medical

•Performed troubleshooting with PC issues regarding registration and use of the web site.

•Assessed claim status and provided processing estimates, or information required

•Escalated incorrectly paid claims and unprocessed policy services functions

ATM Tester (contract)

Synovus/Randstad - 5/2018 to 1/2019, 10/2019-12/2019

•Reviewed, approved and monitored the implementation and effectiveness of corrective action plans.

•Was given additional responsibility of a parallel assignment, where I performed additional testing during Scanner Upgrades

•Logged defects and reported ease-of-use issues

•Worked closely with team members to develop recommendations on ways to improve the data capturing process.

Account Payable Clerk (contract)

The Concrete Company - 2/2018 to 3/2018

•Processed accounts and incoming payments in compliance with financial policies and procedures

•Performed daily financials; including verifying, classifying, computing, posting and recording accounts receivables data

•Prepared bills, invoices and bank deposits

•Reconciled the accounts receivable ledger to ensure that all payments are accounted for and properly posted.

•Verified discrepancies by and resolve clients’ billing issues

•Facilitated processing and payment of invoices

•Generated financial statements and reports detailing accounts receivable status

Amazon Fulfillment Associate

Amazon – Remote 8/2016 to 3/2018

•Processed and coordinated returns, purchases, and maintained customer relations

•Identified and escalated priority issues per Client specifications;

•Accurately processed and recorded call transactions using a computer and designated tracking software

Operations Specialist I (contract)

Synovus/Randstad 04/2017 to 08/2017

•Provided general operations support, ensuring continuity of business functions, and meeting service level agreements for various functions.

•Processed various transactions using proprietary software, including, document imaging, account maintenance, cash and securities settlement, asset movement, account maintenance, and monitoring internal systems for exceptions items. Switches gears throughout the day to assist with meeting critical cut-off times or high volume spikes.

•Completed required internal and external audit tasks and responds to findings. Builds and sustains strong relationships with business partners. Actively participates in self-development and meets required training standards.

•Performed all assigned functions in accordance with regulations established by FINRA, SEC, and Compliance Department. Compiles and analyses reports provided to senior management on a daily/ monthly basis, including prospectus delivery.

•Addressed internal customer questions and issues using technical knowledge and operating guidelines. Refers more complex issues to senior staff. Utilizes a cross-functional knowledge of operations to serve as a back-up for additional duties as needed.

Customer Support Consultant

Sutherland Global Services 8/2016 to 3/2017

•Delivered service and support to end-users using automated call distribution phone software via remote connection or over the Internet

•Interacted with customers to provide and process information in response to inquiries, concerns, and requests about products and services

•Gathered customer's information and determined the issue by evaluating and analyzing the symptoms

•Diagnosed and resolved technical hardware and software issues involving internet connectivity, email clients, IPTV, VOIP and more

•Accurately processed and recorded call transactions using a computer and designated tracking software

•Offered alternative solutions where appropriate with the objective of retaining customers' and clients' business

Member Support Representative

CGI - Troy, AL 12/2014 to 6/2016

•Processed calls and customer data, and answered questions regarding Health Insurance.

•Processed payments in a payment portal

•Routed tickets through Aldera and Onesource

•Worked as a team with other call centers to meet customer needs

•Placed outbound calls to customers and assisted them in bringing delinquent accounts to a current statues by gauging their situations and choosing a program that works for them

Helpdesk Operator

Troy University - Troy, AL 6/2013 to 7/2014

•Offered technical support to users with different levels of IT proficiency, and routed tickets through Parature to the correct technician.

•Administered basic Troubleshooting across various platforms.

•Entered customer's issues and contact information into Parature.

•Assisted students with getting their passwords reset for various school related systems.

Education

Bachelor's in Paralegal Studies

Enterprise State Community College – Est. 2020

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