Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Ashley Aubrey

Louisville,KY

Summary

Experienced professional seeking a challenging role with a progressive organization. Passionate about contributing fresh ideas and strategic solutions to drive business success. Committed to fostering a collaborative work environment that values creativity and continuous improvement. Eager to make a meaningful impact through dedication and a proactive approach.

Overview

6
6
years of professional experience
1
1
Certification

Work History

Case Worker

American Red Cross – HCC
01.2025 - Current
  • Interview callers and coordinate requests for service to include recording all client information in the case management system; determining eligibility for American Red Cross services; assessing client needs; and providing appropriate services to clients. Fill out cases per the caller's emergent request
  • Perform outbound activities including obtaining verifications, delivering messages, coordinating case management services with the jurisdictional chapter/station, and/or providing other follow-up actions needed for complete and timely client service
  • Composed and delivered emergency communication messages to domestic and overseas locations. Send messages for delivery to deployment locations and ships at sea using military networks
  • Exceeded daily call center metrics, consistently maintaining a high level of productivity and customer satisfaction.

Hub Operator

United Tote – Churchill Downs
07.2024 - 01.2025
  • Responsible for creating positive customer experience by professionally, accurately, and efficiently managing incoming calls from United Tote customers and Field Operations to answer questions and or assist in troubleshooting.
  • Acts as a back-up racetrack operator to ensure the integrity of United Tote Systems.
  • Monitor error logs, system alerts, and communication networks.
  • Responsible for data entry into the scheduling system and validating the accuracy of the entries.
  • Acts as a project team member for assigned projects.
  • Performs user acceptance testing for new software versions.
  • Monitor race processing errors and perform preliminary troubleshooting.

Development Team Lead

Inspiritec
12.2022 - 03.2024
  • Provided group and individual training, as necessary.
  • Conducted One-on-one coaching for CSRs.
  • Written statements for disciplinary action
  • On boarded new employees
  • Assist operation manager and program manager.
  • Ensured CSR meet QA required average.
  • Reviewed and disputed QA scores
  • Tracked application issues.
  • Developed and distributed training aides
  • Overseen groups ranging from 1-10 CSR’s, at 8-week intervals.
  • Gathered information from application meetings.
  • Trained Team Leads
  • Maintained and pulled reports.
  • Tracked attendance.
  • POC for upper management when OOO
  • POC for another Team Leads
  • Conduct performance evaluations and provide.
  • Coach and mentor team members to help them develop their skills and reach their potential.
  • Maintained SharePoint page.

Tier II Customer Service Rep

Inspiritec
03.2022 - 12.2022
  • Interacts with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problems.
  • Simulates or recreates user problems to resolve operating difficulties.
  • Analyzes and recommends systems modifications to reduce user problems.
  • Maintains currency and highest level of technical skill in field of expertise.
  • Research and resolve caller inquiries by utilizing established procedures, user manuals, accessing on-line applications, or interacting with internal and external support groups.
  • Troubleshoot and resolve hardware, software, and communications issues by interacting with hardware vendors, application developers, and remote facility infrastructure teams.
  • Must still assist with taking phone calls for the DSC Tier 1 when needed, as determined by the Operations Manager, and maintain a 93% quality score.
  • Facilitates the SRT processes.

Tier I Customer Service Rep

Inspiritec
11.2020 - 03.2022
  • Provide support to Defense Manpower Data Center (DMDC) Customers with Technical software, hardware, and networking problems.
  • Resolve or escalate problems. Interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problems.
  • Simulate or recreate user problems to resolve operator’s difficulties.
  • Analyze and recommend system modifications to reduce user problems.
  • Maintain knowledge currency and highest level of technical skill in field of expertise.
  • Provide customer service for an inbound contact center environment that supports hardware, software, and network communications for Defense Manpower Data Center (DMDC) applications.
  • Research and resolve caller inquiries by utilizing established procedures, user manuals, accessing on-line applications, or interacting with internal and external support groups.
  • Troubleshoot and resolve hardware, software, and communications issues by interacting with hardware vendors.

Certified Nurse Assistant

Radcliff Veteran Center
10.2019 - 11.2020
  • Maintained KY requirements for CNA certification.
  • Assisted veterans with daily life functions, providing care, and engage veterans in a meaningful way as to promote an excellent quality of life

Education

BA - Psychology

Southern New Hampshire University (SNHU)
12-2027

The Medical Institute of Kentucky

High School Diploma -

Grayson County High School
Leitchfield, KY
05.2018

Skills

  • Project oversight
  • Technical proficiency
  • Effective leadership
  • Effective communication
  • Effective problem resolution
  • Strong attention to detail
  • Efficiency improvement
  • Proficient in managing multiple tasks
  • Strong self-discipline
  • Effective time allocation
  • Analytical reasoning
  • Strong organizational skills
  • Microsoft Office
  • Conflict resolution
  • Coaching and mentoring
  • Performance monitoring
  • Process improvement
  • Trend tracking
  • Teamwork and collaboration
  • Team supervision
  • SOP adherence

Certification

  • Leading by Developing People, Percipio/American Red Cross- June 14, 2025
  • Leadership Insights on Leading with Agility, Percipio/American Red Cross - June 2, 2025
  • Leading through Problem Solving and Decision Making, Percipio/American Red Cross - May 25, 2025
  • Becoming an Emotionally Intelligent Leader, Percipio/American Red Cross - May 22, 2025


Timeline

Case Worker

American Red Cross – HCC
01.2025 - Current

Hub Operator

United Tote – Churchill Downs
07.2024 - 01.2025

Development Team Lead

Inspiritec
12.2022 - 03.2024

Tier II Customer Service Rep

Inspiritec
03.2022 - 12.2022

Tier I Customer Service Rep

Inspiritec
11.2020 - 03.2022

Certified Nurse Assistant

Radcliff Veteran Center
10.2019 - 11.2020

BA - Psychology

Southern New Hampshire University (SNHU)

The Medical Institute of Kentucky

High School Diploma -

Grayson County High School

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