Summary
Overview
Work History
Education
Skills
Timeline
Generic

Ashley N. Bane

Salem,VA

Summary

Customer service professional prepared to drive impactful customer experiences and streamline communication processes. Valued for strong focus on team collaboration and achieving consistent results in dynamic environments. Recognized for problem-solving abilities and effective communication skills.

Overview

8
8
years of professional experience

Work History

Customer Service Liasion

Zum SF.
07.2024 - 01.2025
  • Enhanced customer satisfaction by efficiently resolving inquiries and addressing concerns.
  • Participated in cross-functional teams working on initiatives aimed at improving overall customer experience within the organization.
  • Negotiated mutually agreeable solutions during challenging situations, preserving positive brand reputation among clientele.
  • Developed strong rapport with customers, fostering trust and loyalty through attentive service provision.
  • Facilitated smooth transitions between departments when necessary to address complex client needs effectively.
  • Trained new hires in company policies, procedures, and best practices for optimal customer service performance.
  • Streamlined communication channels for improved client interactions and increased efficiency.
  • Established long-term relationships with key clients, acting as their primary point of contact and trusted advisor throughout their journey with the organization.
  • Analyzed customer feedback data to identify trends and develop targeted strategies for service improvement.
  • Exceeded performance targets consistently by applying excellent organizational skills and attention to detail.
  • Collaborated with team members to ensure seamless service delivery and consistent customer support.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Used Netradyne and Gatekeeper to monitor drivers and students and send feedback to the School District and Safety Team.
  • Used Versatrans and Synergy to ensure accuracy between our Portal and the School District.

Dispatcher

Nextech
10.2023 - 07.2024
  • Scheduling technicians to jobs based on location and skill level
  • They may use routing, maps, and customer information to determine the most efficient schedule
  • Communicate with customers, employees, and department managers
  • They may need to be proactive in interactions and have strong customer service skills
  • Maintain a customer database with current information and may need to gather and record customer information
  • They may also need to secure accurate information about customer demographics and needs
  • Providing customers with current Certificate of Insurance so the job duties of the technician can be carried out in a prompt manner
  • Provide logistical support to technicians in the field, such as coordinating arrival times with Commercial businesses
  • They may also need to work with team leaders to address issues if they are beyond their knowledge base
  • Forecast workload, maintain maintenance agreements, update customer files, and maintain a service invoice log
  • They may also need to provide accounting with maintenance contract billing information and polish up technician start up reports for customers
  • Managed high-stress situations calmly and effectively, ensuring timely assistance to those in need.
  • Collaborated with fellow dispatchers to maintain a seamless workflow during shift changes.
  • Maintained accurate records of all dispatched calls, improving data tracking for future analysis.
  • Managed conflict resolutions with customers, drivers and other personnel to encourage professional relationships and promote respect.
  • Provided exceptional customer service to callers, remaining empathetic and patient during emergencies.
  • Promoted teamwork among colleagues by proactively assisting others when needed.

Package Handler

UPS
10.2022 - 11.2023
  • Sorting and grouping: Packages are sorted by destination and stacked on pallets
  • Packing: Items are placed into packages, sealed, and labeled
  • Loading and unloading: Packages are loaded into delivery vehicles and unloaded at warehouses
  • Lifting: Heavy packages are lifted and moved into trucks
  • Scanning: Packages are scanned to verify contents and for tracking
  • Safety: Warehouse safety guidelines are followed and packages are kept secure
  • Communication: Warehouse managers are kept informed of issues and package handlers communicate with other relevant personnel
  • Followed safety regulations to maintain safe work environment.
  • Improved package handling efficiency by implementing proper sorting and organizing techniques.
  • Reduced damage rates for packages through careful handling and adherence to safety protocols.
  • Proved successful working within tight deadlines and a fast-paced environment.
  • Exceeded performance expectations during peak seasons, managing high volumes of shipments without compromising on quality or timeliness.
  • Removed jams and unblocked conveyor system to maintain flow of goods.
  • Alerted supervisors and coworkers of hazards and other issues for quick resolutions.
  • Supported team morale by fostering positive communication and collaboration among coworkers.

Finance Operation Recovery Specialist

Carelon Health (Anthem)
06.2022 - 09.2023
  • Audits paid claims for over payments using various techniques including systems-based queries, specialized reporting, or other research
  • Analyze paid claims to identify over payments related to billing and coding errors
  • Identify and recommend areas of coding improvement
  • Responsible for more complex issues such as coordination of benefits, Medicare, and medical policies
  • Works closely with staff from other departments on a regular basis to ensure customer satisfaction
  • Works closely with contract managers to identify and correct contractual issues when applicable
  • May perform collection activities to ensure the recovery of over payments and maintenance of unprocessed cash and accounts receivable processes and all other cash applications as required
  • Researches voluntary refunds for accuracy
  • Requires accurate balancing of all accounts
  • Maintained client confidentiality and adhered to HIPAA guidelines.
  • Managed a high volume of accounts while maintaining a professional demeanor and attention to detail.
  • Optimized workflow processes for increased efficiency, enabling the team to handle more cases effectively.
  • Supported management in identifying opportunities for process improvement within the department''s operations.

Consumer Service Associate

Anthem
04.2021 - 06.2022
  • Inbound/Outbound/Chats/Emails calls to Members and Provider offices
  • Advise of benefits and eligibility for the Member’s plan
  • Reviewing in detail specific claims and coverages
  • Scheduling appointments for the members
  • Researching Providers that are In-Network/ Out of Network
  • Maintaining High Quality and Accuracy Scores during Policy and Procedure Audits
  • Follow up with Providers for Authorization requests and if additional information is needed (Medical Review Documents)
  • Handled high-volume calls, effectively addressing customer needs while maintaining professionalism.
  • Managed customer issues and enhanced satisfaction by matching optimal solutions to individual customer needs.
  • Developed strong relationships with clients through consistent communication and excellent service delivery.
  • Enhanced customer satisfaction by providing timely and efficient assistance in various service tasks.
  • Exemplified a strong work ethic by reliably completing assigned tasks on time or ahead of schedule.

Clinical Patient Liaison

Carillon Clinic
11.2020 - 04.2021
  • Help with scheduling appointments/recalls
  • Log prescriptions and take to Front Desk for pick up
  • Help with department scanning/stamping
  • Logging incoming imaging disc in system, sending to imaging and then mailing back to patients and logging the return of the disc
  • Complete referrals and authorizations
  • Getting outside records for patient’s appointments
  • Assist with external ESI referral scheduling
  • Managed sensitive patient information with strict adherence to HIPAA guidelines, ensuring confidentiality at all times.
  • Trained new Patient Liaison staff members, ensuring they were well-equipped to provide exceptional service and support to both patients and healthcare teams.
  • Conducted regular follow-up calls with discharged patients to monitor progress and provide additional support as needed.
  • Evaluated feedback from both patients and staff members in order to identify areas requiring further attention or improvement efforts.

Account Manager

Encore Capital Group
08.2016 - 06.2020
  • Over500K in sales since the course of being employed
  • Maintained urgency and initiative to get things done in a timely manner with little to no micromanagement
  • Managed a large client pipeline with excellent follow-up skills
  • Ambitious professional who is motivated by opportunity for advancement
  • Motivated to help people through difficult situations while providing an exceptional customer experience
  • Connecting quickly with cliental by building client relationships, able to engage consumers with honesty and sincerity over the phone
  • Increased client satisfaction by cultivating strong relationships and understanding client needs.
  • Developed tailored solutions, enhancing client engagement and retention.
  • Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
  • Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.

Education

High School -

Patrick Henry High School
06.2005

Skills

  • Call center experience
  • Complaint handling
  • Paperwork processing
  • Event planning
  • Spreadsheet tracking
  • Customer service
  • Problem-solving
  • Time management
  • Multitasking and organization
  • Critical thinking
  • Team collaboration
  • Active listening
  • Adaptability and flexibility
  • Verbal and written communication
  • Computer proficiency
  • Data entry

Timeline

Customer Service Liasion

Zum SF.
07.2024 - 01.2025

Dispatcher

Nextech
10.2023 - 07.2024

Package Handler

UPS
10.2022 - 11.2023

Finance Operation Recovery Specialist

Carelon Health (Anthem)
06.2022 - 09.2023

Consumer Service Associate

Anthem
04.2021 - 06.2022

Clinical Patient Liaison

Carillon Clinic
11.2020 - 04.2021

Account Manager

Encore Capital Group
08.2016 - 06.2020

High School -

Patrick Henry High School

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Ashley N. Bane