Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
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Asha Ali

Summary

Customer-focused and solution-driven Customer Service Representative with extensive experience in providing exceptional customer support. I am skilled in technical troubleshooting, critical thinking, and problem-solving, and I thrive in fast-paced environments. Seeking a challenging customer service role where I can leverage my skills and experience to help customers achieve their goals and exceed expectations.

Overview

12
12
years of professional experience

Work History

Merch Terminal Support CSR

Elavon
KNOXVILLE, TN
01.2024 - Current
  • Provide high-quality customer service to merchants by responding to inquiries related to merchant credit card processing and related support areas.
  • Troubleshoot, diagnose, and resolve technical issues involving credit card terminals, payment authorizations, and transaction processing.
  • Communicate policies, procedures, and technical solutions clearly and effectively to merchants, to ensure smooth operations.
  • Advocate for merchants by requesting exceptions to standard policies and procedures when appropriate, within authorized limits.
  • Deliver professional telephone-based support, with a focus on first-call resolution and customer satisfaction.
  • Utilize various software packages, including Microsoft Office applications (Word, Excel, Outlook), to document support cases and manage daily tasks efficiently.

Help Desk Analyst

The Select Group
Raleigh, NC
11.2022 - Current
  • Provided technical support to customers via phone, chat, email, and other channels, ensuring high levels of customer satisfaction.
  • Educated teachers and administrators on how to use Lexia Learning products.
  • Created and updated cases with customer inquiries, using attention to detail and strong organization skills to manage multiple tasks simultaneously.
  • Troubleshoot application and access issues for customers as needed, utilizing problem-solving and critical thinking abilities to resolve complex technical issues.
  • Explained reports and usage within Lexia Learning programs to customers, showing strong communication and customer service skills.
  • Reported defects and features request to development teams, highlighting ability to work collaboratively and take initiative to identify areas for improvement.
  • Navigated around various operating systems, demonstrating adaptability and proficiency with different software and technology tools.
  • Coordinated with help desk staff to troubleshoot issues, working effectively as a team player to resolve customer issues.
  • Worked with management on potential errors, showing ability to take direction and communicate effectively with supervisors.
  • Organized and distributed data, highlighting attention to detail and data management skills.
  • Created new accounts, and reset passwords
  • Assisted customers by troubleshooting and resolving technical problems.
  • Experience using Cisco Jabber for phone calls, demonstrating proficiency with different communication tools and software.

Customer Service Representative

Evolent Health Care
Chicago, IL
09.2020 - 10.2022
  • Established and maintained customer relationships, providing prompt, accurate, and friendly service to ensure customer satisfaction.
  • Proactively identified and solved problems, working independently or as part of a team to meet and exceed performance goals.
  • Demonstrated exceptional attention to detail, gathering and documenting information/data, and actively contributing to the continuous improvement of work processes.
  • Utilized strong communication skills to think independently, show empathy and compassion, and build strong relationships with customers.
  • Researched and problem-solved to determine appropriate solutions for customers, identifying problems and driving to find solutions.
  • Contact care providers (doctor’s offices) on behalf of the customer to assist with appointment scheduling or connections with internal specialists for assistance.
  • Help guide and educate customers about the fundamentals and benefits of consumer-driven health care topics to select the best benefit plan options, maximize the value of their health plan benefits and choose a quality care provider.
  • Improved customer service wait times to mitigate complaints.
  • Explained eligibility details and affordability options to patients with kindness and respect.
  • Respond to and resolve, on the first call, customer service inquires and issues by identifying the topic and type of assistance the caller needs such as benefits, eligibility and claims.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Answer inbound calls from members with questions about medical claims, benefits, eligibility, and prior authorization.
  • Assessed medical codes on patient records for accuracy.
  • Accessed patient information through various software applications, maintaining strict confidentiality to remain compliant with HIPAA regulations.

Customer Service Representative

Apple
Minneapolis, MN
10.2016 - 07.2020
  • Interacted with customers via telephone, email, online chat, or in-person to provide support and information on products and services.
  • Obtained, entered, and verified customer information in designated systems, engaging in active listening with customers and demonstrating empathy.
  • Served as an advocate by identifying underlying customer needs and guiding them to appropriate resources.
  • Provided resolutions to customers' problems and issues to their satisfaction, escalating issues as needed to appropriate individuals or departments.
  • Answered product questions and concerns by clarifying the customer's situation, determining the cause of the problem, and selecting and explaining the best solution.
  • Utilized software, databases, scripts, and tools appropriately to support customer needs.
  • Answered inbound calls, chats and emails to facilitate customer service.
  • Set up and activated customer accounts.
  • Educated customers on special pricing opportunities and company offerings.
  • Informed customers about billing procedures, processed payments and provided payment option setup assistance.
  • Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.

Cashier

Target
Minneapolis, MN
04.2013 - 07.2016
  • Accepted cash and credit card payments, issued receipts and provided change.
  • Collected payments and provided accurate change.
  • Delivered high level of customer service to patrons using active listening and engagement skills.
  • Helped customers find specific products, answered questions and offered product advice.
  • Worked closely with front-end staff to assist customers.
  • Processed sales transactions to prevent long customer wait times.
  • Preserved appearance of store by arranging and replenishing displays and merchandise racks.
  • Answered product questions with up-to-date knowledge of sales and store promotions.
  • Learned roles of other departments to provide coverage and keep store operational.
  • Helped with purchases and signed customers up for rewards program.
  • Discounted purchases by scanning and redeeming coupons.
  • Tracked company inventories, moved excess stock and arranged products to improve sales.

Education

High School Diploma -

Selma High School
Selma, AL
05.2007

Skills

  • Customer Service
  • Interpersonal Skills
  • Multitasking and Prioritization
  • Customer Service Support
  • Technical Troubleshooting
  • Attention to Detail
  • Organizational Skills
  • Help Desk Support
  • Resolving Problems and Incidents
  • Verbal and Written Communication
  • Microsoft Windows and Office
  • Troubleshooting Network Issues
  • Teamwork and Collaboration
  • Recording Support Tickets
  • Data Entry
  • Creative Problem Solving
  • Building Customer Trust and Loyalty
  • Call Documentation
  • De-escalation Techniques
  • Insurance Eligibility
  • HIPAA Compliance
  • Medical Terminology
  • Open Enrollment

Accomplishments

  • Recognized by the Operations Manager at Evolent Health in February 2021 for consistently providing exceptional customer service, demonstrating strong interpersonal skills, and going above and beyond to ensure customer satisfaction.
  • Received praise from the Manager at Target in May 2017 for exceptional conflict resolution and risk mitigation skills in high-pressure environments, demonstrating the ability to remain calm and make quick, educated decisions.

Timeline

Merch Terminal Support CSR

Elavon
01.2024 - Current

Help Desk Analyst

The Select Group
11.2022 - Current

Customer Service Representative

Evolent Health Care
09.2020 - 10.2022

Customer Service Representative

Apple
10.2016 - 07.2020

Cashier

Target
04.2013 - 07.2016

High School Diploma -

Selma High School

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Asha Ali