ASHLEE WILSON
Summary
Passionate about continuous growth and development in a stimulating work environment. Seeking to expand my horizons in a role that presents challenges while leveraging strong interpersonal skills, effective time management, and proven problem-solving abilities.
Overview
13
13
years of professional experience
4
4
years of post-secondary education
Work History
ACE TEAM (EXTENSION OF AGENCY SERVICES)
LIBERTY MUTUAL- SAFECO
02.2018 - Current
- Strengthened agent relationships through responsive support and effective communication.
- Evaluated risk factors to ensure accurate assessment for underwriting processes.
- Monitored daily workflow to meet deadlines and maintain high email response rates.
- Analyzed policy documents for compliance, ensuring adherence to state regulations.
- Facilitated requests from brokers regarding premiums, policy changes, and loss information.
- Review state regulated documentation to ensure compliance regulations when applicable
AGENCY SERVICES
LIBERTY MUTUAL- SAFECO
02.2016 - 02.2018
- Established rapport with customers and agents to enhance case processing.
- Identified customer needs to implement effective resolutions and coverage enhancements.
- Maintained professionalism under pressure during high call volumes, ensuring customer satisfaction.
- Assist agents in reviewing transactions and understanding impacts on policy premiums.
- Evaluated solutions and made decisions using critical thinking skills effectively.
- Facilitated alternate payment arrangements by interacting with agents and billing systems.
CUSTOMER ROUTING COORDINATOR
ROSE INTERNATIONAL (LIBERTY MUTUAL- SAFECO)
02.2015 - 02.2016
- Provided mortgage lenders with accurate policy information verbally and in writing.
- Assisted lenders with necessary documentation, including insurance evidence requirements.
- Reviewed billing statements, processed payments, and reinstated policies as needed.
- Identified caller needs and directed inquiries to appropriate departments promptly.
CUSTOMER CARE SPECIALIST
XEROX
05.2013 - 05.2015
- Resolved complex issues efficiently, enhancing customer satisfaction and loyalty.
- Assisted customers with billing inquiries and complaints, ensuring prompt resolution.
- Delivered exceptional service, effectively addressing inquiries and enhancing customer experience.
- Educated customers on company products and services, improving product understanding.
- Managed challenging situations with empathy, achieving satisfactory outcomes for customers.
Education
Bachelor of Science - Business Administration
Indiana Tech
08.2017 - 05.2021
Core 40 High School Diploma - undefined
Arlington High School
05.2008
Skills
- Conveying a calm, empathetic, professional attitude
- Strength in communication
- Multitasking Abilities
- Customer service
- Time management
- Problem resolution
- Attention to detail
- Learning agility, quick learner
Timeline
ACE TEAM (EXTENSION OF AGENCY SERVICES)
LIBERTY MUTUAL- SAFECO
02.2018 - Current
Bachelor of Science - Business Administration
Indiana Tech
08.2017 - 05.2021
AGENCY SERVICES
LIBERTY MUTUAL- SAFECO
02.2016 - 02.2018
CUSTOMER ROUTING COORDINATOR
ROSE INTERNATIONAL (LIBERTY MUTUAL- SAFECO)
02.2015 - 02.2016
CUSTOMER CARE SPECIALIST
XEROX
05.2013 - 05.2015
Core 40 High School Diploma - undefined
Arlington High School