Ashley Adams
Memphis,Shelby
Summary
Flexible Service Advocate with talents in building customer loyalty by finding effective solutions for customer needs. Outstanding follow-up abilities and a 7 year background in customer service. Ambitious and hardworking to work independently with minimal supervision.
Innovative and customer-focused professional with experience in service advocacy. Outstanding problem-solving, conflict resolution and leadership traits. Confident in building excellent rapport with customers and ensuring complete satisfaction with services and products. Adept at resolving internal and external issues productively.
Overview
15
15
years of professional experience
Work History
Service Advocate
CVS
04.2025 - Current
- Greeted each customer and solved all issues and complaints via face-to-face, through email or on phone.
- Analyzed customers' issues and complaints and initiated corrective actions.
- Worked effectively with fellow team members to coordinate effective solutions to any question or concern.
- Assisted individuals in navigating processes and procedures to resolve issues, understand rights and express views.
- Delivered friendly service and offered expert support in every interaction.
- Performed follow-up services for dissatisfied customers.
Customer Service Representative
CVS
10.2022 - Current
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Updated account information to maintain customer records.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Promptly responded to inquiries and requests from prospective customers.
- Sought ways to improve processes and services provided.
Customer Service Representative
HGS - Hinduja Global Solutions
01.2021 - 10.2022
- Handled customer inquiries and suggestions courteously and professionally.
- Responded to customer requests for products, services, and company information.
- Provided primary customer support to internal and external customers.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded proactively and positively to rapid change.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Promptly responded to inquiries and requests from prospective customers.
- Exhibited high energy and professionalism when dealing with clients and staff.
Eligibility Specialist
State Of Tennessee Department Of Human Services
11.2019 - 03.2022
- Resolved discrepancies with client applications to verify eligibility.
- Communicated with people from various cultures and backgrounds on application process.
- Processed and certified documents for accuracy and compliance with government regulations.
- Followed guidelines when reviewing applicant data to determine eligibility for economic assistance.
- Developed extensive fact-checking and research skills by continuously reviewing different programs and options.
- Trained staff on current eligibility requirements and policies.
- Scheduled appointments with applicants to gather information and explain benefits processes.
- Assisted clients with accurate eligibility form, application and document completion.
Operator
Amazon
08.2020 - 06.2021
- Maintained knowledge of industry policies and procedures to set up and operate equipment safely.
- Performed inspections and routine maintenance on equipment.
- Provided on-the-job training to newly hired workers and team members.
- Set up machines to start production cycles and controlled machine settings.
- Kept accurate records of defective units or products.
Crewperson
City Of Memphis Department Of Public Works
04.2015 - 10.2020
- Skilled at working independently and collaboratively in a team environment.
- Self-motivated, with a strong sense of personal responsibility.
- Proven ability to learn quickly and adapt to new situations.
- Worked well in a team setting, providing support and guidance.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Excellent communication skills, both verbal and written.
- Passionate about learning and committed to continual improvement.
Preschool Assistant Teacher
Memphis City Schools
03.2010 - 05.2014
- Supervised children during in-classroom activities and on playground.
- Engaged and entertained children through recreational and educational activities.
- Interacted with children one-on-one and in small groups to enhance and support learning activities.
- Maintained classrooms by disinfecting and sterilizing surfaces and toys.
- Assisted teacher by developing lesson plans to meet educational goals for each child.
- Encouraged children to interact with each other and participate in group activities.
Education
No Degree - Biology
Lane College
No Degree - Education
University Of Memphis
Certificate Professional Management - Professional Management
Concorde Career College
Memphis, TN10.2017
High School Diploma -
George Washington Carver High School
05.2002
Skills
- Customer support
- Call center experience
- Data entry
- Dispute resolution
- Complaint handling
- Issue resolution
- Client education
- Administrative support
- Call escalation
- Senior leadership support
- Call center operations
- Complaint resolution
- Computer proficiency
- Customer education
- Conflict resolution
Languages
English
Full Professional
Timeline
Service Advocate
CVS
04.2025 - Current
Customer Service Representative
CVS
10.2022 - Current
Customer Service Representative
HGS - Hinduja Global Solutions
01.2021 - 10.2022
Operator
Amazon
08.2020 - 06.2021
Eligibility Specialist
State Of Tennessee Department Of Human Services
11.2019 - 03.2022
Crewperson
City Of Memphis Department Of Public Works
04.2015 - 10.2020
Preschool Assistant Teacher
Memphis City Schools
03.2010 - 05.2014
No Degree - Education
University Of Memphis
Certificate Professional Management - Professional Management
Concorde Career College
High School Diploma -
George Washington Carver High School
No Degree - Biology
Lane College
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