Ashley Harris

Atlanta, GA *****

adqzlr@r.postjobfree.com +1

470-***-****

Authorized to work in the US for any employer

Work Experience

Customer Success Manager

TripAdvisor - Remote

May 2021 to Present

• Make outbound calls to our current customers prior to renewal dates and ensure continuity with the solution

• Support and guide customers through the subscription renewal process and explain the continued value proposition and benefit for business success

• Renegotiate contracts based on current markets, upsell additional features

• Co-browse with our customers on-line to demonstrate the value proposition

• Modify customer engagement to overcome objections and win customers; identify solutions to issues and concerns.

• Be capable of engaging with prospects appropriate to their needs and metrics (i.e. Return-on- Investment, traffic, views, and sessions)

• Achieve and exceed agreed targets and KPIs

• Collaborate with Business Development in the pursuit of excellent results and flawless execution Business Development Administrator

FS-ISAC - Remote

February 2018 to May 2021

• Responsible for arranging business meetings with prospective clients. Email follow-up/next steps to sales calls and campaigns that generate new revenue from members and vendors.

• Promote the company's products/services addressing or predicting clients' objectives.

• Conduct research to identify new markets and customer needs using LinkedIn, member and sponsor referrals, etc.

• Utilizing Hoovers plus other data sources to evaluate new inbound small tier membership applications, follow-up with details to join

• Prepare sales contracts ensuring adherence to law-established rules and guidelines

• Work closely with Sales Rep to vet, evaluate and follow up with new inbound small tier FI membership leads.

• Build long-term relationships with new and existing customers

• Respond and assist with new inbound Sponsorship/Summit inquiries, work closely with Sales Manager pre and post Summit

• Provide trustworthy feedback and after-sales support

• Send action items out to internal team members

• Provide administrative support to SVP of Sales & Marketing and Department Manager including travel coordination, call scheduling, etc.

• Develop a growth strategy focused both on financial gain and customer satisfaction

• HubSpot Automation managing inbound leads

• Proven working experience as a business development manager, sales executive or a relevant role Administrative Operations Specialist

Konica Minolta Business Solutions - Tysons Corner, VA February 2015 to February 2018

• Enter, track, and schedule delivery for all orders processed within the assigned Branch(es) (SAP)

• Ensure that all order and contract paperwork is in compliance with Company policies and procedures

• Set-up and maintain all master data record for customers processed within assigned branch(es)

• Review and pre-edit orders to be submitted to the National Account Customer Care Center

• Set-up maintenance contracts for assigned customers and execute all related billing functions

• (Including specialized invoice generation, backup meter collection, invoice corrections, etc.)

• Review and monitor lease funding's and follow-up as needed to ensure KMBS is paid as quickly as possible

• Maintain customer access to MyKMBS.com as required

• Respond to customer inquires

• Assist Branch personnel with administrative issues

• Perform general office support functions as required Customer Care Lead

Dell Inc - Herndon, VA

December 2013 to October 2014

• Answers routine questions on status of commission payments following pre-established TACS guidelines and performs routine research on customer inquiries.

• Escalate non-standard inquires determined by customer specific guidelines.

• Respond to customer inquiries via phone, email, fax, and mail.

• Staff the toll-free phone queue from - (EST), Monday through Friday.

• Document customer inquiries in compliance with TACS and customer guidelines.

• Use TACS applications to verify new customer details data entered including financial information.

• work within a team environment and to share the workload. The ability to also work independently.

• Experience in managing multiple tasks within aggressive deadlines.

• Strong communication skills, both verbal and written.

• Demonstrated ability to communicate effectively with all levels and with a global travel industry customer base.

• Strong attention to detail.

• Discretion with sensitive financial information.

• Working with Microsoft Office (Outlook, Word, and Excel). Customer Service Advocate

Active Health Management- Aetna / Horizon Staffing - Chantilly, VA July 2012 to November 2013

• Answers questions and resolves issues based on phone calls/letters from members, providers, and plan sponsors. Triages resulting rework to appropriate staff. Documents and tracks contacts with members, providers, and plan sponsors.

• Explains member's rights and responsibilities in accordance with contract.

• Processes claim referrals, new claim handoffs, nurse reviews,

• complaints (member/provider), grievance and appeals (member/provider) via target system.

• Educates providers on our self-service options.

• Assists providers with credentialing and re-credentialing issues.

• Responds to requests received from Aetna's Law Document Center regarding litigation, lawsuits.

• Handles extensive file review requests.

• Assists in preparation of complaint trend reports. Assists in compiling claim data for customer audits.

• Determines medical necessity, applicable coverage provisions and verifies member plan eligibility relating to incoming correspondence and internal referrals.

• Handles incoming requests for appeals and pre-authorizations not handled by Clinical Claim Management.

• Performs review of member claim history to ensure accurate tracking of benefit maximums and/or coinsurance/ deductible.

• Performs financial data maintenance, as necessary.

• Applicable system tools and resources to produce quality letters and spreadsheets in response to inquiries received.

• Follow HIPPA laws and regulations

Order Management Specialist

Intuit (Seasonal) - Fredericksburg, VA

April 2012 to July 2012

• Troubleshoot and resolve customer billing inquiries using Oracle, Paymentech, and Siebel.

• Research/Resolve/problematic orders (due to system issues) forwarded from Other BU's

• Process exceptions and customer service requests from other departments and business units in an appropriate manner.

• Contact and follow up with customers to resolve billing issues.

• Negotiate concessions with customers using company supported means to reach a mutually satisfactory resolution with the customer keeping all 3 stakeholders in mind.

• Act as the point-of-contact for other departments and business units for resolution of billing situations.

• Identify recurring problems and provide input for a possible resolution to prevent future re-occurrence Customer Account Executive

Comcast Corporation - Manassas, VA

June 2011 to March 2012

• Interact with customers via telephone to assist with variety of billing inquiries and issues.

• Elicits and records customer information and inquiries using a computerized system. (COMTRAC)

• Transfer calls to appropriate staff. (CISCO)

• Stay up to date with current and emerging communications and entertainment technology for both the Company and its competition.

• Recognizes, conveys, promotes, and sell products and service value.

• Demonstrates closing techniques consistently, repeatedly, and in a timely manner.

• Demonstrates the ability to establish and maintain effective relationships with customers delivering the Comcast Quality Experience.

• Promotes and recommends Comcast products and services based on a logical relationship to the customer’s needs and interest.

• Support other lines of business as call volume dictates.

• Interacts and communicates collaboratively within the sales group and other groups, as appropriate, to provide a quality customer experience.

• Achieve overall performance goals of the organization.

• Other duties and responsibilities as assigned.

Customer Care Representative

Online Resources Corporation - Chantilly, VA December 2008 to June 2011

• Answer phones and respond to customer requests

• Provide customers with product and service information

• Up sell banking products and services

• Transfer customer calls to appropriate staff (CISCO)

• Identify, research, and resolve customer issues using the computer system (QRC)

• Unlock, reset and update users account information

• Research billing issues

• Log all incoming calls into Remedy tracking system

• Troubleshoot customer systems based on information given for computer, login, and access • Other duties as assigned

Education

Bachelor of Arts in Business Administration

Regent University - Atlanta, GA December

2019 to Present

Skills

• Proven sales track record

• Proficiency in MS Office, CRM software (e.g. Salesforce, SAP), Proficiency in English, Market knowledge, Communication and negotiation skills, Ability to build rapport, Time management and planning skills, Analytics, Business Development, Order Management System, HubSpot, Sales Support, Process Improvement, Account Management, Mac OS, Windows, Microsoft Excel, Typing, Google Docs, Google Calendar, Google Slides, Google Sheets (+formulas), Google Data Studio, Google Groups, Google Forms, Google Drive, Google Meet

• External Software: Slack, LinkedIn, Bamboo HR, ADP

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