Customer Service United States

Contact

Sherwood, Arkansas

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

www.linkedin.com/in/ashley-

brumett-38974662 (LinkedIn)

Top Skills

Contact Center Operations

Service Center Operations

Financial Analysis

Certifications

Six Sigma Foundations

Leading with Emotional Intelligence

Statistics Foundations: 2

Lose Your Fear of Asking Questions

at Work

Employee Engagement

Publications

Robots R’ Not Us: Ansafone Has the

Human Touch!

Ashley Brumett

Green Belt, Lean Six Sigma

Little Rock, Arkansas, United States

Summary

As a Contract Set-Up Supervisor at Montrose Environmental Group, I leverage my Lean Six Sigma Green Belt certification and extensive experience in customer service management to ensure the efficient and accurate setup of contracts. I analyze contract terms and conditions, utilize Workday for tracking and managing contracts, and communicate effectively with internal and external parties. I have a strong background in customer service, having managed operational goals, directed staff, and monitored productivity and performance in previous roles. I also have a Bachelor of Fine Arts degree from Arkansas State University, where I studied Drama and Dramatics/Theatre Arts. My skills include financial analysis, revenue recognition, and revenue analysis. I am passionate about delivering high-quality service and ensuring customer satisfaction. Experience

Montrose Environmental Group

Contract Set-Up Supervisor

July 2024 - May 2025 (11 months)

North Little Rock, Arkansas, United States

• Analyzed contract terms and conditions for completeness and accuracy, identifying potential risks.

• Utilized Workday to store, track, and manage contracts efficiently, maintaining detailed records.

• Communicated effectively with internal and external parties regarding contract updates and approvals.

Neology, Inc.

Customer Service Center Manager

August 2020 - July 2024 (4 years)

Seattle, Washington, United States

• Managed operational goals, directed staff in Call Service Center activities, and monitored productivity and performance.

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• Collaborated with Tolling Agency personnel and regional tolling authorities to achieve Call Service Center objectives.

• Implemented effective employee appraisal processes and addressed internal and external complaints.

• Supported Quality Control Program implementation. AECOM

Training Manager

September 2018 - August 2020 (2 years)

Seattle, Washington, United States

• Developed and updated training materials in collaboration with operations staff to ensure effective training delivery.

• Conducted training classes and one-on-one sessions, monitoring performance and providing coaching to improve employee skills.

• Documented training efforts and results, updating materials as needed to enhance training effectiveness.

• Identified areas for improvement and developed training curriculum updates to enhance employee performance.

Ansafone Contact Centers

8 years 4 months

Project Management Specialist

June 2015 - September 2018 (3 years 4 months)

Ocala, Florida Area

• Managed the entire Customer Service Center campaign for the Department of Children & Family Services (DCFS) and L.A. Care Health Plan, ensuring compliance and meeting KPI/SLA metrics.

• Developed and implemented key process improvement efforts, optimizing operations and overseeing the Operations & Workforce Management Team to achieve metric goals.

• Trained agents on Child Support Enforcement and SNAP benefits programs, created training materials, and implemented a Quality Assurance scorecard for customer service metrics.

Account Executive

June 2012 - June 2015 (3 years 1 month)

Santa Ana, California, United States

• Managed $550,000 monthly client revenue for key accounts including Corinthian Colleges, L.A. Care Health Plan, and Western Dental. Page 2 of 4

• Conducted Quarterly Business Reviews, resolved client conflicts, and identified sales opportunities to optimize operations.

• Communicated effectively with clients and internal teams to ensure superior project implementation.

Quality and Training and Development Manager

June 2011 - June 2012 (1 year 1 month)

Santa Ana, California, United States

• Collaborated with Operations team to ensure staffing requirements were met

& client KPI/SLA were achieved.

• Developed and implemented key process improvement efforts to enhance training efficiency.

• Managed quality scores for agents in both Ansafone locations, ensuring client expectations were met.

Senior Quality Assurance Officer

June 2010 - June 2011 (1 year 1 month)

Santa Ana, California, United States

• Lead Quality Analyst for the following accounts: TOMS Shoes, PrAna, Heifer Project, Hospice Accounts, Planned Parenthood, Fredericks of Hollywood, Operation Smile, and others

• Responsible for managing a team of nine and assigning tasks to team members

• Communicate effectively with team members, supervisor and management to ensure priorities and tasks are accomplished in a timely and efficient manner

• Assist team members with queries and train new staff

• Create all policies and procedures for the department Modern Language Association

3 years 3 months

Meta Data Administrator

October 2009 - June 2010 (9 months)

New York, New York, United States

• Negotiated contracts for third-party data usage by MLA

• Analyzed and evaluated data for integrity, identifying omissions and errors

• Created agents using LotusScript to import data into IBM Lotus Notes

• Acted as a liaison between third-party sources, Bibliographic Information Services, and IT Department

Administrative Assistant to Editor and Chief, Bibliographic Information Services

April 2007 - October 2009 (2 years 7 months)

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New York, New York, United States

• Corresponded with authors and editors of scholarly publications to ensure accuracy and relevance

• Managed the application process for copyright certification at the Library of Congress

• Streamlined workflow processes to increase efficiency and productivity

• Organized departmental and committee events to foster collaboration and communication

Pinnacle Business Solutions, Inc.

Customer Service Specialist

September 2005 - March 2007 (1 year 7 months)

• Assisted Medicare beneficiaries in selecting prescription drug plans and enrolling in Medicare approved plans.

• Provided detailed publications on government approved plans to educate beneficiaries.

• Evaluated callers' needs and directed them to the appropriate representative for further assistance.

Brick Oven Pizza Company

Corporate Trainer

November 1997 - September 2005 (7 years 11 months)

• Trained all employees at Brick Oven Pizza Company in various tasks including handling of monies and managing store inventory

• Assisted the Vice President in daily operations and managed employees' schedules for each shift

• Handled accounts receivable, payable, and bank deposits to ensure smooth financial operations

Education

Arkansas State University

Bachelor of Fine Arts - BFA, Drama and Dramatics/Theatre Arts, General · (May 2001 - May 2005)

North Pulaski High School

High School Diploma, General Studies · (1999 - 2001) Page 4 of 4

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