Ashley Adams
Memphis,TN
Summary
Service Advocate with 7+ years of customer service experience in high-volume, fast-paced environments. Proven ability to resolve complex customer issues, manage high call volumes, and deliver exceptional customer experiences across phone, email, and chat channels. Strong background in healthcare support, eligibility services, and call center operations. Known for building rapport, improving customer satisfaction, and consistently meeting performance metrics in both on-site and remote setting
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
16
16
years of professional experience
Work History
Service Advocate
CVS
Texas City, TX
04.2025 - Current
- Assessed customer feedback and grievances, executing corrective actions to resolve issues effectively.
- Managed customer support operations by addressing inquiries and swiftly resolving issues to enhance user experience.
- Engaged with colleagues to coordinate and implement solutions for various challenges and concerns.
- Supported individuals in understanding rights and navigating processes to achieve issue resolution and express perspectives.
- Facilitated onboarding sessions for new hires, focusing on customer service excellence and adherence to established protocols.
- Implemented efficient inquiry handling and resolution strategies to boost customer satisfaction levels.
- Implemented strategies to enhance client retention by ensuring superior service and maintaining proactive communication.
- Resolved escalations by employing a composed approach, ensuring mutually beneficial solutions for both parties while maintaining professionalism.
- Investigated and resolved customer inquiries and complaints quickly.
- Performed follow-up services for dissatisfied customers.
- Managed approximately 35 incoming calls, emails and faxes per day from customers.
Customer Service Representative
CVS
Florida City, FL
10.2022 - 04.2025
- 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.
- Managed approximately 30 incoming calls, emails and faxes per day from customers.
Customer Service Representative
HGS - Hinduja Global Solutions
El Paso, TX
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.
- Managed approximately 75 incoming calls, emails and faxes per day from customers.
Eligibility Specialist
State Of Tennessee Department Of Human Services
Memphis, TN
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.
- Managed approximately 50 incoming calls, emails and faxes per day from customers.
Operator
Amazon
Olive Branch, MS
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.
- Worked outside in all weather conditions.
- Assembled products according to changing daily work orders and specific customer needs.
- Maintained organized work area by cleaning and removing hazards.
- Trained new production staff members on safe and efficient production procedures and proper machine operations.
- Investigated processing errors and malfunctions, resolving issues with minor machine repairs.
- Met production targets and tight deadlines by collaborating closely with team members.
- Used problem-solving and issue-resolution skills to promptly and successfully address production problems.
- Goal-oriented professional with proven success in applying analytical skills to solve complex problems and overcome challenges. Dedicated to enhancing team performance and driving business success.
Crewperson
City Of Memphis Department Of Public Works
Memphis, TN
04.2015 - 10.2020
- Cleaned and maintained all areas of the community to promote clean image.
- Became familiar with products to answer questions and make suggestions.
- Collected, sorted, and disposed of garbage and recycling from production work areas.
- Disassembled production lines fully to avoid equipment breakdown.
- Handled spills in work and common areas and used proper methods to clean and sanitize each material.
- Operated automatic crushing equipment, incinerators and recycling sorters.
- Completed in-depth cleaning of machinery to protect consumers from contamination and illness.
- Maintained neat, clean and sanitized work areas.
- Implemented extra protections during seasons with higher risks of infections such as flu.
- Worked with team members from multiple departments to maintain strict cleanliness standards.
- Followed company and OSHA safety protocols for handling and disposing of hazardous materials.
- Used hand trucks or manually lifted supplies, equipment and heavy furniture.
- Emptied waste paper and other trash from premises and moved to appropriate receptacles.
- Responded immediately to calls from personnel to clean up spills and wet floors.
Preschool Assistant Teacher
Memphis City Schools
Memphis, TN
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.
- Prepared for lessons by gathering educational materials and setting up equipment.
- Communicated with parents to inform about child's progress and classroom behavior.
- Organized snack time and nap hours.
- Observed children to identify individuals in need of additional support and developed strategies to improve assistance.
- Supported children's social and emotional development by encouraging understanding of others and positive self-concepts.
- Developed and implemented behavior management plans.
- Established positive relationships with students and families.
- Created safe and nurturing learning environment for preschoolers.
- Implemented age-appropriate curricula to meet needs of young learners.
Education
Some College (No Degree) - Biology
University Of Memphis
MemphisCertificate Professional Management - Professional Management
Concorde Career College
Memphis, TN10-2017
High School Diploma - undefined
George Washington Carver High School
Memphis, TN05-2002
No Degree - Biology
Lane College
Jackson, TN2029
Skills
- Decision-making skills
- Customer service background
- Complaint handling
- Complex Problem-solving
- Administrative support
- Data entry
- Data collection
- Payment collection
- Payment processing
- De-escalation techniques
- Scheduling
- Coordination
- Research
- Training development aptitude
- Complaint resolution
- Computer proficiency
Languages
English
Full Professional
Timeline
Service Advocate
CVS
04.2025 - Current
Customer Service Representative
CVS
10.2022 - 04.2025
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
High School Diploma - undefined
George Washington Carver High School
Certificate Professional Management - Professional Management
Concorde Career College
Some College (No Degree) - Biology
University Of Memphis
No Degree - Biology
Lane College