Customer Service Call Center
Resume:
Ashley K. Brown
Chicago IL. 60628
**************@*****.***
Overview:
Experienced Account Manager with a progressive history of increased responsibility using excellent communication and multitasking skills in customer service, training, and sales.
WORK EXPERIENCE:
Driven Brands Remote, Chicago IL.
2021-2023 November 2021- May 2023
Compliance Manager
Audited and executed the onboarding over 25 Franchisees with Nationwide Insurance profiles and accounts according to compliance guidelines and reported the findings to the Insurance Directors
Designed and executed the data driven program with uploading the Certificate of Insurance process for both Nationwide & Liberty Mutual Insurance for the franchisees to remain compliant for the Direct Repair Programs (DRP)
Educated and organized the assessments requirements for the Franchisees for their I-CAR Gold Class status /renewals with no lapse in certification and reported the findings to the Director of Compliance
Developed a survey which checked and assessed OEM partners to help establish new practices for their new pilot onboarding program
Provided and monitored training for the Insurance Directors and Franchisees on navigating a CRM program
Examined and devised a follow-up process for when shops to onboard with Insurance companies and obtain their OE certifications
Developed strong relationships with the Insurance Directors, Insurance company Management, Front Performance Managers, and Franchisees offering recommendations while adhering to maintaining compliance regulations.
Oak Street Health Chicago, IL.
2020-2021 January 2021-November 2021
Team Lead- Outreach Call Center
Managed a 20-member sales team to achieve 90 percent of their monthly sales goals without lapse between February and August
Conducted weekly one-on-one meetings with team members to discuss productivity, explain sales goals, and administer customer service training
Assessed the performance of employees on an annual basis, on a monthly basis, and on a 90-day basis
Developed a quarterly celebration of employee performance and recognition to promote positive morale
Enterprise Rent A Car 1996- 2020
Lombard, IL.
Replacement Rental Sales Executive February 2020- May 2020
Responsible for maintaining and managing a concrete relationship with Service King Collision, which was one of our largest Multi Shop Operations accounts with 37 shops within the Chicagoland area
Conducted client calls/presentations for Service King’s Area Directors and General Managers re; severity, customer service, daily operations
Coordinated networking events and business meetings with Enterprise Rent A Car (ERAC) professionals (Area Managers, and RVP’s) in efforts to build solid connections with our business partners in the areas of customer interaction and service.
Developed and sustained relationships with over 20 Area Managers and over 80 Branch Managers within the ERAC Rental Division
Educated insurance agents on the financial importance and the customer experience advantages of Rental Reimbursement coverage
Assisted with teaching the required continuing education (CE) courses offered to insurance agents
Lombard, IL.
Call Center Supervisor January 2018- February 2020
Managed over 20 claims offices countrywide with their rental management while improving customer experience
Improved communication and trust within the various claims offices
Revitalized presentations and classes for 3-6 month trainees, Assistant Managers, Branch Managers regarding Rental Reimbursement, Sales/Marketing, Customer Service, and strengthening your relationships with their accounts
Communicated effective processes and procedures regarding organization, critical thinking, and problem-solving techniques with employees which resulted in achieving over 95% on required monthly audits
Woodridge, IL.
Account Supervisor September 2007- January 2018
Built solid relationships with our insurance partners producing positive results of decreasing length of rental (LOR) for both third and first parties resulting in my CSA ranking first in the country
Participated in outside marketing events (branch training/visits, branch, and agent sales calls) with Area Managers and Branch Managers to emphasize the importance of our technologies (ARMS products)
Communicated effective processes and procedures regarding organization, critical thinking, and problem-solving techniques with employees which resulted in my team achieving over 90% on their monthly audits
Facilitated guidelines/ procedures along with resolving customer and claim office disputes for the Allstate account
Woodridge, IL.
On-Site Account Specialist January 2004- September 2007
Acted as a liaison between Allstate Insurance adjusters, ERAC branches, and body shop personnel to maximize the customer experience while reducing Allstate’s claim severity
Delegated team objectives weekly to ensure that goals were met
Analyzed parameters of the department, recommended expansion of team roles and career paths with the Rental Management Department which resulted in two new positions and career paths.
Communicated daily to claim center management and staff on various ways to improve customer satisfaction
Glen Ellyn, IL.
Call Center Representative November 1999- December 2003
Facilitated the corporate communications and rental development efforts for two regional claim centers and national account companies such as State Farm and Allstate Insurance
Created business forecasts and tracked referrals performance presented monthly to executive level management
Communicated with claims center and ERAC management and collected unpaid Account Receivables for the Chicagoland area for Allstate and State accounts.
Chicago, IL.
Assistant Manager July 1997- October 1999
Led the daily branch operations and managed a 250-car branch along with a staff of 15 people
Partnered effectively with claims center staff, client managers, and customers to improve customer service and satisfaction
Maintained continuous communication with clients (insurance agents, body shop personnel, and claims adjusters) to determine contract needs and nurture the business relations
Provided guidance, advice, and assistance on performance appraisals, conduct and productivity, and discipline
Designed and produced marketing efforts resulting in increased rental referrals
Chicago, IL.
Management Assistant June 1997- July 1997
Assisted Branch Manager in daily operations at a 200-car branch
Daily responsibilities included; renting cars, upselling insurance, training new employees, ensuring customer satisfaction, branch accounting
Responsible for marketing to the local body shops, dealerships, and insurance agents in efforts to gain and retain the business
Chicago, IL.
Management Trainee June 1996- June 1997
Responsible for renting and cleaning vehicles, upselling insurance, and providing customers with an enjoyable experience
Diligently worked with the Branch Manager to assist with the insurance agent, body shop, and dealership marketing
Achieved monthly rewards for being a top seller on the Rental Matrix
TECHNICAL SKILLS:
Microsoft Excel, PowerPoint, Word
EDUCATION:
The University of Illinois at Champaign-Urbana May 1996
Bachelor of Liberal Arts & Science in Speech Communication
Governors State University
Master of Arts in Communication & Training January 2009
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