Ashlee Cox
Jacksonville,FL
Summary
Passionate Esthetician with solid foundation in skincare treatments and client consultations. Recognized for delivering personalized services that enhance client satisfaction and loyalty. Demonstrated ability in performing advanced facial techniques and maintaining organized, hygienic workspace.
Overview
11
11
years of professional experience
Work History
Customer Care Expert
Select Portfolio Servicing
02.2023 - 02.2024
- Handle customer calls efficiently and effectively, while providing exceptional customer service
- Accurately and promptly execute billing inquiries and account changes to resolve account delinquency by collecting past due payments as needed
- Identify customer needs through in-depth probing
- Solve customer problems using swift, sound judgments based on the facts of each situation
- Manage daily workflow within prescribed timeline and quality metrics to assigned loan population as account liaison
- Complete affirmations prior to proceeding to foreclosure by communicating loss mitigation options and decisions to assigned loan population
- Trained new team members on company policies, procedures, and best practices to ensure consistent service quality across the board.
- Implemented process improvements that streamlined workflows, reducing average call handling time without sacrificing quality.
Principal’s Secretary & School Bookkeeper
Duval County Public School
07.2019 - 07.2020
- Received all monies for internal accounts, issued receipts, deposited/disbursed monies, prepared check requests, and reconciled/verified bank statements
- Assisted front desk reception by resolving any escalated situations while implementing policies to ensure customer satisfaction
- Utilized Excel to submit payroll documentation to appropriate department; verified accuracy of forms and the required signatures
- Reconciled and balanced financial accounts, performed year-end closing functions, and responded to and made adjustments per annual internal audit
- Assembled, verified, and prepared detailed financial and statistical data and reports
- Completed employee accident reports, processed injury claims and maintained files
- Researched and identified temporarily idle and/or surplus funds to be transferred to savings and/or used to purchase time certificates of deposit in accordance with School Board policy
- Managed filing system, entered data and completed other clerical tasks.
- Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
Operations Analyst I
Florida Dept of Revenue Child Support Program
12.2012 - 06.2019
- Performed quality assurance of projects and reviewed new & existing or modified support court order(s)
- Developed and implemented SOP’s to help maintain child support enforcement automated management system policies and procedures
- Assisted revenue manager by facilitating training of new hires and the updates of state statutes as the subject matter expert
- Performed account assessment(s) of escalated customer service request(s) from internal and external partners
- Audited bankruptcy cases for accurate balances for upcoming court hearings
- Analyzed and approved payments that cannot be auto adjudicated
- Applied necessity guidelines, identified discrepancies, and applied all payment measures to assist in the disbursement process
- Triaged and allocated complex request to Revenue Specialist
- Utilized all applicable system functions available ensuring accurate and timely processing of payments
- Completed extensive research while completing financial audit on cases to resolution customer discrepancies/disputes regarding balances owed and missing payments
- Managed multiple projects simultaneously, delivering results within tight deadlines while maintaining high-quality standards.
- Optimized operational efficiency by analyzing and streamlining processes.
Education
Facial Speciality
Florida State College
Jacksonville, FL12-2024
Skills
- Skin Analysis
- Customer service
- Multitasking and organization
- Proper Client Consultations
- Created Consultation and Consent Forms
- Created Skincare Protocols for various skin disorders and diseases with treatment plans
- Demonstrated and Performed: Waxing, Eyelash Applications, Makeup Applications, Microdermabrasion and Gel Based Exfoliations
- Facial Massage w/Mask Applications
- Trained and executed the modalities of an 11-n-1 E Mark Facial Machine
- Attended various class demonstrations for Career Advancement and Training
- Knowledgeable of Makeup Applications including color theory and proper selections of makeup based on Skin Type
- Anatomy and Physiology of the Human Face
- Ability to categorize various Skin Types on the FitzPatrick Scale and identify Grades of Acne
- Ability to identify various product ingredients to assist in proper product selection for various skin types, disorders
- Proficiently aware of all Florida Laws as it relates to Facial Specialty and Salon Care procedures
- Infection Control knowledge (FDA, OSHA, SDS) and exercise proper protocols to ensure that the spread of disease is controlled
Timeline
Customer Care Expert
Select Portfolio Servicing
02.2023 - 02.2024
Principal’s Secretary & School Bookkeeper
Duval County Public School
07.2019 - 07.2020
Operations Analyst I
Florida Dept of Revenue Child Support Program
12.2012 - 06.2019
Facial Speciality
Florida State College
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