Remote - Senior Customer Support Specialist

ASHLEY R. BUTLER

Phone: 863-***-****

************@*****.***

Objective

My goal is to be an asset that helps customers/clients, and team members, all while providing an easy fulfilling experience.

Personalized Client Customer Support Specialist

2021-2022

Instacart c/o Publix

Daily interaction with and Team Work with Publix Employees assisting online orders.

Managed Multiple Chat Customer Service Request and Resolutions.

Helping customers make the best possible purchases by providing advice, guidance, and excellent customer service. Supporting customers with placing orders and making payments via the phone, online, or in person.

Responding promptly and effectively to customers' complaints and requests.

Advising customers on suitable substitutes for dated, discontinued, or unavailable products.

Reporting customer issues, supply shortages, and inferior products to Management immediately.

Engaging with customers and ensuring any special instructions are followed.

Ensuring that orders are accurately selected, scanned, and packed.

Assisting with order collection, packaging, loading, and payment, where required.

Keeping track of product offerings and availability.

Collaborating with store departments to ensure efficient service delivery. Handling all payments through App pay/ Debit, Credit Transactions, Returns and Refunds while maintaining customer account management.

Subrogation Claims Adjuster – Payment Recovery Unit

2018-2021

Geico

Responsible for subrogation activities including the identification and research of subrogation claims. Assisted in the recovery of overpayments for duplicate coverage, and policy holder property damage deductibles. Identified legal liability and pursued, negotiated, and settled subrogation collection. Researched paid claims, answered inquiries, and coordinated with other departments, insurance adjusters, attorneys, and members. Interacted with policyholders, claimants, witnesses, and underwriters to recommend and document necessary information to close file. Determined also when escalated investigation was needed. Held high recognized recovery amounts within department.

Support Specialist III

2018

Tri- County Human Services

Answers incoming telephone calls responds to program question from the caller and routes calls as appropriate. • Receives all incoming persons served for admission with a welcoming attitude and facilitates admission with medical staff. • Monitors all facility visitors and limits access into the faculty per agency policy and procedure. • Produces reports from internal software programs and databases, correspondence, and other items as requested by the Program Supervisor or Program Coordinator. • Has primary responsibility for entering into the electronic health record preliminary functions including patient chart set up, setting-up person served billing records, entering charges/payments, and writing off unpaid balances per agency policy. • Assists in coordinating staff assignments under the direction of the Program Coordinator. • Assists in preparing shift schedules for the Human Services Technicians and/or the nursing staff as assigned by Program Supervisor. • Performs transportation needs for clients on an as needed basis. • Performs other reasonable and related duties as assigned.

Server

10/2017- 2/2018

Joshuas Inspirational Kitchen

Residential Director

2/2016-08/2017 New Life Center For Family Preservation - Non Profit Organization

Responsible for all clients in Ministry house for Homeless Pregnant Unwed Mothers. Handled all screening, interviews, personal accounts, financial accounts, educational needs, disciplinary actions. Worked with Various government agencies concerning the details of the client’s lives; including probation, drug court, Tri County Human Services, and Dept. of Children and Families. Oversaw a Residential Assistant, and managed a Ministry Thrift Store. Created continuous pregnancy/parenting continuous curriculum, and taught classes to clients. Counseled and Mentored girls/women that came to our program. Handled all financial transactions, including financial institute business. Assisted with planning and hosting Annual Fundraiser Banquet. Also assisted with grant writing and presentation for sponsors.

Sr. Specialty CS Rep

07/2012 - 02/2017 FedEx, Lakeland, FL

Commercial/ Industrial Freight

Handled high volume of incoming calls. Took care of all customer needs with shipping and accounts, including billing and corrections. Made collection calls on accounts, and assisted with additional services as in scheduling pickups and deliveries. Provided top customer service to customers in intense situations, and assisted in heavy volume with major business time of the year. Assisted with Problem Solving on High Escalation Calls. Tracking Shipments, Scheduling Freight Pick Ups, Running Rate Quotes.

Managed multiple customer accounts, credits and debits dealing with Freight Accounts.

Financial Billing Assistant

2011 - Wish Farms Plant City, FL (Rita Staffing)

Assisted with all accounting duties. IE: Accounts Payable, Accounts Receivables,

Customer complaints, short pays, account discrepancies. Served as a phone operator and front desk

Receptionist, dealing with clients, growers, and customers, on a first hand basis.Managed all the invoices, and payables checks for sorting and filing.

Deputy-It Client Services (Rita Staffing)

2011 Polk County Property Appraiser's Bartow, FL

Handled IT Budget. Handled all contracts with Maintenance Renewals, and Purchase Orders.

Handled all office supply orders that dealt with budget. Served as customer service for our internal

Clients.Handled customer issues with Tax Roll, property taxes, property descriptions.Also, served as

a helpdesk back up when needed, for IT.

Server

05/2009 - 01/2011 Red Elephant Pizza and Grill Lakeland, FL – Lead Server

Financial Customer Communications Specialist

12/2006 - 04/2009 Marriott Vacation Club International, Lakeland, FL- 2006

Handled escalated issues with customers complaining about their maintenance fee

payments and late fees. Distributed all money coming in from owners into their correct departments.

Provided administrative support to the department manager and specialists.Created and executed

numerous projects using Excel and Microsoft Word. Only Resource to answer high telephone volume of

owners, purchased office supplies, coded and logged all incoming mail, performed data entry. Worked

directly with owner identifying their problem and helping them resolve it. Managed all excel reporting

number sheets of all data done on a weekly basis reporting to management. Operated the credit card

machine and all its transactions to be tracked in our system.

Administrative Assistant

Office Clerk

01/2005 - 12/2006 Rita Staffing Lakeland, FL

Various Reputable Companies as Lamar Advertising, Danisco Flavoring, Various Construction Agencies

as Receptionist . Preformed all office administrative duties. Operated multi line switchboard,

scheduled meetings, greeted international partners, made travel arrangements for clients from out of

town. Ordered and manages all office supplies and office machines. Organized all agendas for

managers on a daily basis. Answered telephones, handled all incoming and outgoing mail, organized

files, and did a high amount of data entry. Prepared managed and organized meetings, conferences,

travel arrangements and expenses report. Composed, typed, and distributed meeting agendas and

minutes, routine correspondence, and reports. Maintain customer and vendor files in system

Responsible for all invoices and bills and checks issued on time. Ran all order sheets. Cleaned office

weekly. Swept and dusted. Was available for emergency spare driving.

Counseling/Mentor Experience - Individual and Group Setting - 6+ Years

Youth Leader/ Adolescent Female Counselor – 2014-2019 (5 years) – Harvest Church

(Girls Only Leader)

Young Adults Counselor/ Leader – Present – 2019 (1 year) - Harvest Church (Young and Bold – Young Adults Mixed Group 18-30 years old )

Provides counseling and coordinate treatment plans for juvenile/ Young Adult patients. Provide short-term treatment and focus on helping youths get through addiction, trauma or other life events. Provide long-term care for young patients with mental, emotional or behavioral health issues.

Offers guidance to individuals, couples, families and groups who are dealing with issues that affect their mental health and well-being. Many counselors approach their work holistically, using a “wellness” model (as opposed to an “illness” one) which highlights and encourages client’s strengths.

Work with individuals, groups and communities to improve mental health

Encourage clients to discuss emotions and experiences

Examine issues including substance abuse, aging, bullying, anger management, careers, depression, relationships, LGBTQ issues, self-image, stress and suicide

Work with families

Help clients define goals, plan action and gain insight

Develop therapeutic processes

Refer clients to psychologists and other services

Ability to perform patient assessments.

Ability to develop and implement a plan of treatment, continuing care and plan of action for the patient and/or family.

Ability to perform unit specific competencies to include the performance of counseling and provision.

Able to evaluate patient progress and revise treatment plan as needed.

Provides patient and family education about addiction and mental disorder

Knowledgeable of community resources available for patients and families.

Assists with case management responsibilities for assigned patients.

Demonstrates the ability to perform crisis intervention.

Communicates appropriately and clearly with supervisor, manager, co-workers, other departments and Mentors.

Develops, implements, and coordinates educational classes and therapy programs.

Maintains patient records; complies statistical reports.

Documentation meets standards and policies.

Treats patients and families with professionalism, respect and dignity. Identifies and addresses psychosocial, cultural, ethnic and religious/spiritual needs of patients and their families. Functions as a liaison between administration and patients.

Performs all aspects of patient care in an environment that optimizes patient safety and reduces the likelihood of medical/health care errors.

Maintains a good working relationship within the department and with other departments.

Functions as a mentor for student interns.

Demonstrates the ability to be flexible and organized; functions well during stressful and/or emergency situations.

Demonstrates the ability to deal with pressure to meet deadlines, to be accurate, and to handle constantly changing situations.

Demonstrates the ability to deal with a variety of people, deal with stressful situations, and handle conflict.

Stays current with new techniques, advances through seminars, conferences, continuing education classes, professional societies and journals, etc.

Education

01/2009 Everest University FL 1 Year of College or a Technical or Vocational School

Paralegal

01/2008 Polk Community College

FL Vocational School Certificate Child

Training/Certification:

Department of Children and Families

HIPPA

Deaf and Hard of Hearing

CPR/ First Aid – Central Florida Safety Training Consultants

Adolescent Female Counsel and Education

Honors & Activities

Top Customer Support Specialist -Big Stars 2015

Most Outstanding Employee – Rita Staffing 2011

***References Available on Request

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