Ashley Allen
Dallas,TX
Summary
My goal is to obtain a challenging leadership position applying creative problem solving and team management skills with a growing company to achieve optimum utilization of its resources and maximum profits. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Customer Service Representative
HCSC, Blue Cross Blue Shield Of Texas
06.2023 - Current
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Supervisor of Operations
IQOR (Asurion)
11.2018 - 06.2023
- Hiring, training, and preparing representatives to respond to customer questions and complaints
- Ensuring agents understand and comply with all performance standards and policies
- Monitor and evaluate agent performance, providing skills for learning or coaching
- Implement focus through trend reporting analysis and metrics management
- Demonstrate excellent customer service skills that meets and exceeds expectations by solving problems quickly and effectively by making customer issues a priority
- Ensure adherence to all company policies and procedures
- Maintain discretion and confidentiality in all areas pertaining to systems, data and proprietary information, whether internal to iQor or customer specific.
- Achieved high levels of customer satisfaction with consistent attention to detail and effective communication skills.
- Enhanced operational efficiency by streamlining processes and implementing best practices in the workplace.
Driver
MV/DART Transportation Co.
08.2018 - 11.2018
- Maintain great customer service with clients
- Be knowledgeable about easy and effective routes
- Keep up with OTP (ON Time Performance)
- Stay knowledgeable about new and existing company policies
- Keep inventory of all money and fare cards.
Driver
SCR Medical Transportation TX Company
08.2017 - 08.2018
- Enforce client and company policies and procedures while promoting safety and adherence to prevent accidents
- Provide safe driving performance to and from client destination
- Adhere to ALL state and federal driving and safety regulations
- Provide timely departures and arrivals to ensure client satisfaction
- Prepare for medical emergencies and evacuations if necessary
- Inspect vehicle safety during pre-trip and post-trips.
Security Officer
TrueBlue Security Company
05.2015 - 08.2018
- Ensure client facilities are protected and all property within the facility is safe
- Detect potential threats such as theft, arson, and sabotage by providing building security to client property
- Provide effective access and exit control to ensure compliance with the pass control system
- Enforce client and company policies and procedures while promoting safety and adherence to prevent accidents
- Observe and report any suspicious activity.
Commissary
Illinois Sportservice
04.2009 - 07.2018
- Maintaining customer to employee-management relations, good will, and public relations
- Keep an informative as well as healthy rapport with all clients
- Maintain and keep all stations clean and clear
- Independently trained to work as a lead on all stations
- Trained on site policies and procedure
- Maintained day to day sales, inventory, and relationships of clients
- Keep count of stock for overage and shortages.
Education
High School Diploma -
Williams-Sullivan
Skills
- Ability to communicate professionally and effectively
- Great customer service skills
- Great food service skills with a great attention for detail and cleanliness
- Great time management and multi-tasking ability
- Basic knowledge in Windows, Microsoft Office, PowerPoint, Microsoft Excel
- Call Management
- Appointment Scheduling
- Complaint Resolution
- Account Updating
- Follow-Up Skills
- Data Entry Proficiency
- Patient Confidentiality
- Claims Processing
- Policy Adherence
- Call Center Experience
- Insurance Verification
- Medical Billing Knowledge
- Medical Terminology Knowledge
- Relationship building
- Resourcefulness
- Training and development
- Critical thinking
- Organizational skills
- Telephone etiquette
- Patient education
- Team collaboration
- HIPAA Compliance
- Scheduling Appointments
- Call Documentation
Certification
- PERC Card, 129377275
- ServSafe Food Handler, 03/07/21
Timeline
Customer Service Representative
HCSC, Blue Cross Blue Shield Of Texas
06.2023 - Current
Supervisor of Operations
IQOR (Asurion)
11.2018 - 06.2023
Driver
MV/DART Transportation Co.
08.2018 - 11.2018
Driver
SCR Medical Transportation TX Company
08.2017 - 08.2018
Security Officer
TrueBlue Security Company
05.2015 - 08.2018
Commissary
Illinois Sportservice
04.2009 - 07.2018
High School Diploma -
Williams-Sullivan