Ashley B. Coakley
McDonough
Summary
I’m a dedicated customer service professional with over seven years of experience helping people solve problems and feel heard. From healthcare to banking and insurance, I’ve learned how to handle complex issues, navigate multiple systems, and stay calm under pressure. I enjoy making things easier for customers and being part of a team that takes pride in great service.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Medical Claims Service Representative
Sedgwick
01.2021 - Current
- Handle a steady flow of medical claims for Short-Term Disability, Workers’ Comp, ADA, and FMLA using systems like Claim Capture, TAMS2, jurisOne, and Genesys.
- Explain benefits, claim status, denials, and appeals to customers in a way that’s clear and reassuring.
- Mentor new team members, helping them learn systems and best practices so they feel confident in their roles.
- Work closely with examiners and colleagues to keep claims moving forward.
- Keep detailed notes and documentation to ensure accuracy and compliance.
Virtual Customer Service Representative
Amazon.com
04.2020 - 11.2020
- Managed a high volume of calls and chats, helping customers with orders, account issues, and digital services.
- Walked customers through refunds, replacements, and troubleshooting with a focus on keeping them happy.
- Balanced efficiency and empathy to maintain customer satisfaction in a fast-paced environment.
Sales and Service Customer Care Representative
Georgia Power
03.2018 - 03.2019
- Resolved customer inquiries about service initiation, termination, billing issues, and outages effectively. Provided clear explanations of account details and service options, facilitating informed customer choices. Achieved high levels of performance in call handling and customer satisfaction.
Patient Care Coordinator
McDonough Center for Family Dentistry
McDonough, GA
08.2017 - 03.2018
- Scheduled appointments, confirmed insurance eligibility, and kept patient records organized.
- Helped patients understand their treatments, billing, and insurance coverage in a caring, approachable way.
- Worked closely with doctors, hygienists, and pharmacies to coordinate patient care.
Banking Representative
TSYS State Farm Bank & Citibank
McDonough, GA
10.2015 - 08.2017
- Oversaw customer support operations for credit card and banking inquiries, handling 80-100 calls daily. Addressed and resolved complex issues including account updates, fraud concerns, payments, and online banking support. Transitioned effectively from Citibank to State Farm Bank, upholding exceptional service quality throughout the process.
Education
Bachelor of Business Management - undefined
American InterContinental University
11.2025
High School Diploma - College Prep Studies
Riverdale High School
Riverdale, GA06.2008
Skills
- Customer Service & Relationship Building
- High-Volume Call & Chat Support
- Claims Processing (STD, Workers’ Comp, FMLA, ADA)
- CRM Tools: Salesforce, Genesys, Microsoft Office, Teams
- Problem Solving & Conflict Resolution
- HIPAA & Data Privacy Compliance
- Medical Documentation & Scheduling
- Financial Customer Support
- Multi-System Navigation
- Clear Communication
- Call Center Operations and Metrics
Certification
Valid Driver’s License
Professional Statement
“I’m ready to bring my skills and dedication to a team committed to customer excellence.”
Timeline
Medical Claims Service Representative
Sedgwick
01.2021 - Current
Virtual Customer Service Representative
Amazon.com
04.2020 - 11.2020
Sales and Service Customer Care Representative
Georgia Power
03.2018 - 03.2019
Patient Care Coordinator
McDonough Center for Family Dentistry
08.2017 - 03.2018
Banking Representative
TSYS State Farm Bank & Citibank
10.2015 - 08.2017
Bachelor of Business Management - undefined
American InterContinental University
High School Diploma - College Prep Studies
Riverdale High School