ASHLEIGH JONES
IRVING
Summary
A highly motivated and results-driven professional seeking a Supervisor position where I can leverage my leadership, coaching, and problem-solving skills to lead a team to achieve operational excellence. With a proven track record in managing high-performing teams, driving process improvements, and ensuring exceptional customer service, I am eager to contribute to the continued success of the organization while fostering a collaborative and efficient work environment.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Call Center Agent/Customer Service Supervisor
HealthEquity
02.2016 - 02.2025
- Enhanced call center efficiency by effectively managing high call volumes and multitasking in a fast-paced environment.
- Improved customer satisfaction ratings by efficiently addressing and resolving inquiries, complaints, and requests.
- Consistently met or exceeded performance targets through diligent attention to detail and strong communication skills.
- Demonstrated empathy and understanding when dealing with difficult situations, ultimately diffusing tension while finding satisfactory resolutions.
- Collaborated with team members to share best practices, resulting in improved overall department performance.
- Trained new personnel regarding company operations, policies and services.
- Cross-trained and provided backup support for organizational leadership.
- Implemented and developed customer service training processes.
- Cross-trained and backed up other customer service managers.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Trained staff on operating procedures and company services.
- Assessed team performance through regular reporting, identifying opportunities for further skill development and training initiatives.
- Evaluated individual performance metrics to identify areas of improvement, providing targeted coaching to boost results.
- Enhanced team morale and productivity by implementing regular feedback sessions and recognition programs.
- Reduced employee turnover by creating supportive and engaging work environment.
- Facilitated team meetings to discuss performance metrics and areas for improvement.
- Kept high average of performance evaluations.
- Completed bi-weekly payroll for 20 employees.
- Managed supervisor itinerary and appointments and streamlined scheduling procedures.
- Implemented project management techniques to overcome obstacles and increase team productivity.
- Conducted ongoing reviews of program financial systems to assess cost control measures.
Real Estate Coordinator
Cartus
03.2015 - 02.2016
- Contributed to a positive work environment by collaborating effectively with team members from diverse backgrounds.
- Conducted market research to provide insights on pricing strategies, driving competitive rental rates.
- Continuously updated knowledge of industry best practices and professional development opportunities for both personal growth and improved job performance.
- Implemented innovative technologies for better property management systems, enhancing overall operational efficiency.
- Maintained accurate records of all transactions, facilitating transparency and accountability within the organization.
- Organized property showings and open houses, ensuring a positive experience for potential tenants.
- Generated leads and qualified prospects, facilitating smooth property transactions.
- Advised clients on optimum buying and selling choices for maximum returns.
Customer Service Agent/Corporate Trainer
OptumRx
10.2012 - 03.2015
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
- Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
- Trained new personnel regarding company operations, policies and services.
- Trained staff on operating procedures and company services.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
- Cross-trained and provided backup support for organizational leadership.
- Implemented and developed customer service training processes.
- Monitored employee progress and gave feedback to management and additional training requirements.
- Leveraged industry best practices to continuously update and refine training content, ensuring relevance and applicability in a dynamic business environment.
- Collaborated with department managers to identify skill gaps and develop tailored training solutions.
- Maintained records on attendance and participation.
- Improved employee retention rates with ongoing professional development opportunities.
- Implemented mentorship program, strengthening peer-to-peer learning and support.
Escalations Manager
PFSweb
10.2010 - 09.2012
- Maintained open lines of communication with customers throughout the escalation process, ensuring their needs were addressed with care and transparency.
- Introduced proactive measures for identifying potential escalations before they occurred, allowing for early intervention and resolution when possible.
- Streamlined escalation processes for quicker issue resolution and improved customer experience.
- Implemented new training programs to equip team members with skills necessary for handling challenging situations effectively.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly.
- Balanced competing priorities while managing multiple escalated cases simultaneously, ensuring each received prompt attention without compromising service quality elsewhere.
- Reduced resolution times by establishing clear communication channels between customers, support teams, and internal stakeholders.
- Trained customers on product usage for increased brand loyalty.
- Followed up on customer interactions to maintain customer communication and successfully close resolved issues.
- Participated in customer service training for internal teams to share knowledge and experience and improve quality of customer service.
- Kept accurate records of customer interactions to be used for training, quality assurance and future reference.
Education
Massage Therapy -
ATI
Dallas, TXHigh School Diploma - General High School Curriculum
Lincoln Humanities/Communication Magnet
Skills
- Call center operations
- Customer communications
- Payment processing
- Team development
- Technical support
- Problem-solving skills
- FSA, HSA, COBRA, EAP expertise
- Documentation and reporting
- Interpersonal skills
- Training and mentoring
- Quality assurance
- CRM software
- Gathering information
- Resolving issues
- Training experience
Additional Information
None Specified
Ability Summary
Proven ability to lead, motivate, and develop teams to consistently exceed performance goals. Skilled in coaching and providing constructive feedback to drive employee growth and foster a positive team culture., Strong expertise in creating and executing strategic plans that align with business objectives. Adept at analyzing data, identifying trends, and making informed decisions to drive operational efficiency and business growth., Expertise in identifying inefficiencies and implementing process improvements to enhance productivity, reduce costs, and improve service quality. Track record of successfully streamlining operations to meet organizational goals., Skilled in overseeing projects from inception to completion, ensuring timely delivery and adherence to budget constraints. Effective at managing multiple priorities in fast-paced environments., Excellent communicator with the ability to build relationships at all levels of an organization. Experience in collaborating cross-functionally to ensure smooth operations and resolve issues quickly., Strong focus on delivering excellent customer service, resolving escalated issues, and improving customer satisfaction. Proven ability to maintain and grow client relationships.
Occupational Licenses Certificates And Training
- 06/01/24, Leadership Competencies, Franklin Covey
- 05/01/14, Corporate Trainer, Connextions Management
Detailed References
Stephanie Holbert, 817-528-9703
Activities
None Specified
Certification
- Franklin Covey Leadership Courses
- Corporate Trainer OptumRx 2014
Timeline
Call Center Agent/Customer Service Supervisor
HealthEquity
02.2016 - 02.2025
Real Estate Coordinator
Cartus
03.2015 - 02.2016
Customer Service Agent/Corporate Trainer
OptumRx
10.2012 - 03.2015
Escalations Manager
PFSweb
10.2010 - 09.2012
High School Diploma - General High School Curriculum
Lincoln Humanities/Communication Magnet
Massage Therapy -
ATI
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