Ashley Boston
Phoenix,AZ
Summary
Highly motivated and positive individual with great organizational and communication skills. Customer service master and efficient problem solver. Accomplished goal driven professional with an rapidly increasing range of industrial experience looking to bring strong instinct and unique expertise to a thriving company.
My objective is to obtain a position that will utilize my skills and offer an opportunity for growth and advancement.
Overview
10
10
years of professional experience
Work History
Customer Service Associate
Talent-bridge (Contract)
05.2023 - Current
- Supporting customers and resolving moderate and complex inquires or issues regarding financial products and services.
- Servicing business elite credit cards and assisting with customer inquires.
- Informing customers rather they are approved/denied for business line of credit.
- Resolving customers issues in a friendly and courteous manner.
- Collecting documents for incomplete applications.
- Ability to adapt and assist our customers on the phone for long periods of time in a fast paced environment.
- Ability to navigate multiple computer systems while researching customers needs and offering solutions.
Customer Service/Loyalty Specialist
AT&T
12.2019 - 04.2023
- Handled customer service calls ranging from billing/payments to plan changes and upgrades
- Transitioned each call into a sales opportunity.
- Retained customers and came up with long term solutions for the issues they were having.
- Guaranteed them exceptional customer service.
- Provided information in regards to the product to ensure they were happy with their services.
Fraud Analyst Lead
Randstad (Contract) Wells Fargo
04.2018 - 12.2019
- Assist Supervisors with the day to day operations
- Observed a team of 15 plus students , monitored Aux percentages, review daily operations of team members, conducted one on one and team coaching opportunities
- Field inbound phone calls/ chat room/direct questions from our team members
- Resolved all customer complaints in a professional manner de-escalating while prioritizing customer satisfaction
- Worked with the management team to implement the proper division of responsibilities
- Review, submit and approve new order request. Track and follow up with team members, processed orders, and customers
- Review Team Chats/Calls through a quality assurance technique providing feedback
- Track team performance based on metrics and behavior per client goals
- Established and updated work schedules to account for changing staff levels and expected workloads per client needs
- Utilizing Microsoft Excel to run, manage, and monitor most reports pulled for various systems
- Display a passion for continuous learning and growth
Fraud Specialist
Macys
10.2016 - 03.2018
- Noticing and stopping fraudulent activity
- Educating customers on how to protect their identity.
- If fraud occurred educated on extra precautions to prevent it from occurring again.
- Ability to be aware of customers usual spending habits & locations to detect unusual activity
- Able to process or cancel orders due to verification needs
- Ability to give an accurate update on a fraud claim or fixed a claim if done incorrectly
- Ability to take extra security measures to provide a safer shopping experience & also protect the company's assets.
- Investigated claims and approved or denied based on the investigation.
Claims Adjuster
Statefarm Insurance
12.2014 - 09.2016
- Timely and effectively communicates with insured about coverage and throughout the claims process.
- Accurately file claims documentation throughout the claim process.
- Settles claims by determining insurance carrier’s liability per client’s instructions and authority levels, issuing settlement checks, contacting the insured to explain loss settlement details
- Identifies coverage concerns, reviews prior loss history
- Maintains expected case load.
- Maintains professional and technical knowledge through continuing education.
- Performs duties in other areas as requested and upholding the code of conduct.
Customer Service
McDonald's
06.2014 - 12.2014
- Preparing and delivering food
- Working with and de-escalating angry customers.
Education
High School Diploma -
La Joya Community High School
Skills
- Customer Service
- Customer Support
- Problem Resolution
- Team Collaboration
- Licensed Insured
- Experience in Xactimate
- Leadership communications
- Fraud prevention
Timeline
Customer Service Associate
Talent-bridge (Contract)
05.2023 - Current
Customer Service/Loyalty Specialist
AT&T
12.2019 - 04.2023
Fraud Analyst Lead
Randstad (Contract) Wells Fargo
04.2018 - 12.2019
Fraud Specialist
Macys
10.2016 - 03.2018
Claims Adjuster
Statefarm Insurance
12.2014 - 09.2016
Customer Service
McDonald's
06.2014 - 12.2014
High School Diploma -
La Joya Community High School