Ashleigh Bromley
Jarrell,TX
Summary
I am knowledgeable with a diverse background in customer service. Proven ability to handle customer inquiries and resolve issues efficiently, enhancing client satisfaction. Demonstrated strong communication and problem-solving skills in fast-paced environments. I am committed to delivering outstanding support. Skilled in resolving complex customer issues and fostering positive client relationships. Reliable team player with focus on collaboration and adaptability, ensuring consistent results and high satisfaction rates.
Overview
9
9
years of professional experience
Work History
Program Administrator Intern
Age Of Central Texas
05.2025 - Current
- Developed and maintained a comprehensive database of program participants, helping to track progress and ensure appropriate follow-up actions were taken as needed.
- Managed budget allocations effectively, ensuring optimal use of resources and timely delivery of services.
- Mentored junior staff members by sharing knowledge and insights gained through years of experience in the field, fostering a supportive work environment conducive to professional growth.
- Assisted in grant application writing process to secure funding necessary for program operations and enhancements.
Premier Customer Service Advocate (Remote)
United HealthCare
12.2022 - 02.2025
- Promoted through claims processing and dedicated client team working with high profile clientele providing white glove concierge service.
- Managed high call volume during peak hours, prioritizing urgent cases while maintaining attention to detail.
- Maintained a positive work environment, fostering team collaboration and continuous improvement.
- Helped large volume of members every day with a positive attitude and focused on customer satisfaction through first call resolution.
- Worked with various technical systems including phone, chat and email while successfully utilizing multiple systems at the same time to best service the members with the accounts I was involved with.
- Helped resolve member concerns and issues involving claims, benefit questions, eligibility and provider concerns with medical, dental, vision plans and financial accounts.
- Assisted with training of new hire training classes by providing support during their first calls on the job, call auditing and coaching.
- Supported call center associates by taking on escalated calls, handling complex concerns and achieving customer satisfaction targets.
- Participated in regular performance evaluations, consistently exceeding expectations in key metrics such as first-call resolution rate.
- Adapted quickly to changes in company policies or systems, ensuring minimal disruption in service delivery during transitions.
Enrollment Specialist (Remote)
Aerotek
08.2021 - 11.2022
- Assisted Amazon and Fed ex employees with enrolling in benefits
- Compared and relayed the differences between medical, dental and vision plans
- Created cases for spuses or dependents to be added outside of annual enrollment period
IT Analyst (Remote)
CTG (Computer Task Group)
02.2021 - 08.2021
- Worked on the Anthem help desk (for IBM)
- Assisted Anthem as well as several other IBM subsidiaries such as Clinical Solutions, GBD (Government)
- Business Division such as Medicaid and Medicare) and Commercial (CVS, Simply health etc)
- Remote into and troubleshoot Windows 10 computers
- Troubleshoot and resolved MAC computers, Android and IPhone corporate mobile devices
- Troubleshoot and resolved wifi as well as VPN (virtual private network) connections
- Assessed and troubleshoot hardware issues over the phone
- Assessed, troubleshoot and resolved Citrix Workspace/ Citrix Receiver (Virtual Desktop) issues
- Assessed, troubleshoot and resolve software issues such as repairing software or uninstalling and reinstalling software
- Assisted contact center representatives, doctors and nurses with changing simple things on their computers such as font size, display settings and mouse settings
- Assisted contact center representatives, doctors and nurses with obtaining the applicable forms needed to request new hardware or install personal drivers for personal software needed for job functions or for personally owned printers
- I have experience with programs such as Active Directory, all Microsoft office programs, Cyberark, Dameware/SCCM remote tool and EMA (all remote tools), Microfocus Desktop Reflections and Reflections ZFE (used to access black screen mainframes), JIRA, Pega systems, Workspace Desktop Edition as well Avaya phone systems
Customer Service Representative
HSBC
02.2019 - 01.2020
- Received high volume calls and emails regarding client's account information
- Described account balances and transaction details
- Placed and removed stop payments on both checks and ACH transactions
- Explored ways to enhance clients' call experiences
- Updated contact information, offer additional products as solutions to clients' problems such as overdraft protection
- Placed travel notations on debit and credit cards
- Explained in detail to clients about different products features and benefits
- Participated in special projects/meetings
- Assisted and trained other representatives on policies and procedures.
Fraud Prevention Specialist
Collabra
03.2018 - 11.2018
- Received high volume calls and emails regarding client's account restriction/block
- Conducted thorough investigations of suspected fraud cases, leading to the recovery of lost funds.
- Reviewed and approve/decline online applications
- Reviewed and researched account transactions
- Received and reviewed customers' documents for authentication
- Removed blocks and restraints from cards and deposit accounts
- Managed complex cases involving identity theft, credit card fraud, and other forms of financial crime, resulting in successful resolution for affected customers.
- Maintained detailed records of all investigations conducted, providing valuable data for trend analysis and future case management efforts.
- Educated staff members on best practices for identifying and preventing fraudulent activities, fostering a culture of vigilance within the organization.
Front Desk Attendant
Quality Inn
07.2017 - 03.2018
- Transported guests to and from Buffalo Airport in shuttle van
- Assembled breakfast for guests
- Performed night audit
- Created and cancelled reservations
- Maintained a clean and organized workspace, contributing to the overall professionalism of the front desk area.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Handled guest complaints with professionalism and empathy, resolving issues in a timely manner to maintain customer satisfaction.
Customer Service Representative
First Niagara Bank
04.2016 - 04.2017
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
Education
BBA - Business
University of Texas At Austin
Austin, TX05-2029
Associate of Arts - Business
Bryant and Stratton College
Buffalo, NY12-2015
Skills
- Leadership skills
- Team player
- Microsoft office
- Communication
- Customer service
- Call center experience
- Data entry
- Computer proficiency
- Appointment setting
- Complaint resolution
- Technical support
- Technical troubleshooting
- Live chat support
- Multi-line phone talent
- Typing speed
Timeline
Program Administrator Intern
Age Of Central Texas
05.2025 - Current
Premier Customer Service Advocate (Remote)
United HealthCare
12.2022 - 02.2025
Enrollment Specialist (Remote)
Aerotek
08.2021 - 11.2022
IT Analyst (Remote)
CTG (Computer Task Group)
02.2021 - 08.2021
Customer Service Representative
HSBC
02.2019 - 01.2020
Fraud Prevention Specialist
Collabra
03.2018 - 11.2018
Front Desk Attendant
Quality Inn
07.2017 - 03.2018
Customer Service Representative
First Niagara Bank
04.2016 - 04.2017
BBA - Business
University of Texas At Austin
Associate of Arts - Business
Bryant and Stratton College
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