Ashley Bradford
Knightdale,NC
Summary
Dedicated Customer Advocate dedicated to providing quality care for ultimate customer satisfaction. Proven ability to establish and maintain excellent communication and relationships with customers and patients alike. Adapt in general accounting and financial transactions. Dedicated to identifying customer needs and delivering effective solutions to all problems. Excellent time management skills combined with a superior knowledge of the customer service industry. Easy and quick learner and hardworking.
Overview
18
18
years of professional experience
Work History
Administrative Specialist
UNC Healthcare
05.2024 - Current
- Maintained patient confidentiality by strictly adhering to HIPAA regulations while handling sensitive personal information.
- Improved communication between the front desk and clinical staff by providing accurate, up-to-date appointment information.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Enhanced patient satisfaction by efficiently scheduling appointments and managing cancellations.
- Managed complex schedules for 7 healthcare providers, ensuring timely patient care and provider availability.
- Assisted in reducing no-shows by implementing reminder calls and appointment confirmation protocols.
- Anticipated scheduling conflicts and proactively resolved them before they impacted patient care or provider availability.
- Collaborated with medical staff to ensure optimal patient flow, resulting in a smoother clinic experience.
- Scheduled patient appointments in respective doctors' calendars and followed up with reminder phone calls.
Financial Services Advocate
Fidelity Investments
03.2022 - 02.2024
- Provide support to clients through situational discussions via telephone and chat support remotely averaging 60+ calls a day
- Delivered friendly service and offered expert support in every interaction.
- Collaborated with colleagues to develop effective advocacy strategies
- Adaptability in various work environments (i.e., working from home and onsite)
- Multitask between continual learning and dedication to study and apply new concepts, learning quickly and retaining information to assist with decision making
- Attended conferences, workshops, and training sessions to enhance professional skills
- Managed caseloads efficiently while maintaining high level of attention to detail in each case
- Worked effectively with fellow team members to coordinate effective solutions to any question or concern.
Admin Support Supervisor
UNC Healthcare
06.2021 - 03.2022
- Lead a team of 9 associates during daily task and responsibilities
- Established clear performance expectations for the support team, resulting in improved accountability and measurable results.
- Analyzed performance metrics to identify areas for improvement and implement targeted strategies.
- Primary Purchasing Agent for multiple departments across the Enterprise using multiple systems such as, SAP, Oracle, Epic and Lawson
- Maintain up to date knowledge of policies and services
- Handle patient registration and respond to queries about services, appointments and billing
- Handle 400-700 of patient registration on a day to day basis with a sense of calm and good work ethic
- Developed successful tactics to successfully process and register patients appointments throughout the hospital
- Worked to understand the needs of each patient
- Virtually assists patients with appointment concerns
- Coordinated training programs for new hires and existing team members
- Acted as escalation point for complex technical problems or high-priority cases
- Fostered positive working environment that encouraged collaboration and teamwork
Team Lead
Amazon Services, Inc.
10.2018 - 02.2021
- Improved team performance by training employees in new techniques and monitoring daily activities
- Trained new team members by relaying information on company procedures and safety requirements.
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Protected team members by proactively observing work, identifying safety concerns, and immediately removing hazards
- Elevated team performance with expert training and mentoring of new associates
- Monitored progress on projects and adjusted timelines as needed
- Conducted performance evaluations for team members
- Ensured all team members adhered to company policies and procedures
- Reported on team performance to upper management regularly
- Set clear expectations for 100+ team members regarding their responsibilities
- Developed strong communication channels within team
Logistics Customer Service Rep
Cargill
10.2018 - 11.2019
- Managed customer service team to ensure efficient order processing and timely deliveries of 17 Eastern locations.
- Maintained accurate records of inventory levels, shipments, and customer information in database system
- Fostered positive relationships with clients by providing regular updates on their orders or addressing concerns promptly
- Established key performance indicators KPIs to measure team success and drive continuous improvement efforts
- Oversaw order fulfillment process from initial placement through delivery confirmation with customers
- Coordinated with sales and operations departments to optimize supply chain processes
- Resolved complex issues related to orders, returns, and shipping delays
- Monitored industry best practices and adapted department strategy accordingly
- Streamlined order processing for faster delivery times through efficient communication with clients and warehouse staff.
- Enhanced inventory management by conducting regular audits and maintaining accurate records of stock levels.
Telecommunication Associate
Lincoln Electric
11.2016 - 02.2018
- Managed multiple tasks simultaneously while maintaining attention to detail
- Provided administrative support to senior staff members as needed
- Collaborated with cross-functional teams on various projects
- Developed and maintained relationships with clients and vendors
- Demonstrated positive approach to daily operational tasks
- Increased customer satisfaction by resolving complex issues and providing exceptional service at all times.
- Developed and implemented strategies to increase customer satisfaction and engagement.
Service Representative
Cleveland Clinic Health System
10.2014 - 11.2016
- Participated in regular performance evaluations with supervisors for continued growth
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Resolved product or service issues by clarifying customer complaints
- Escalated issues that could not be resolved independently to supervisors or managers for further assistance
- Utilized various software programs such as CRM systems, order management tools, and communication platforms effectively
- Answered 60+ customer inquiries via phone, email, and chat per shift
- Contributed to team effort by meeting performance goals and assisting colleagues when needed
- Managed difficult customer situations with professionalism and empathy
- Maintained productivity and quality standards at all times.
Logistics Manager
Ohio Army National Guard
11.2006 - 05.2016
- Sergeant/ ES awarded Army Achievement Medal (x3)
- Procurement Officer
- Managed the transportation, storage, and distribution of equipment valued at $8.2 million
- Developed and implemented logistics strategies to optimize supply chain processes
- Evaluated employee performance through reviews, providing feedback for professional growth opportunities
- Managed inbound and outbound equipment orders for 213 soldiers during 1 year deployment
- Project leader of soldier transportation efforts achieving mission plan in 42 days on 90 day plan
- Streamlined communication between logistics team members through weekly meetings or project management tools
- Key role on team that consistently exceed stated objectives on all projects
- Analyzed data to identify areas for improvement in logistics process, implementing changes as needed
- Earned recognition for quality and dedication for performance in rapidly changing, fast paced environment
Education
Associate - Applied Science in Nursing
ITT Technical College
Warrensville, OH03.2015
Skills
- Effective communication
- Computer Literacy
- Remote Support
- Technical Troubleshooting
- Leadership Skills
- Adaptability
- Multitasking Skills
- Mediation and Negotiation
- Strong Organization
- Patient confidentiality
- Data entry proficiency
Timeline
Administrative Specialist
UNC Healthcare
05.2024 - Current
Financial Services Advocate
Fidelity Investments
03.2022 - 02.2024
Admin Support Supervisor
UNC Healthcare
06.2021 - 03.2022
Team Lead
Amazon Services, Inc.
10.2018 - 02.2021
Logistics Customer Service Rep
Cargill
10.2018 - 11.2019
Telecommunication Associate
Lincoln Electric
11.2016 - 02.2018
Service Representative
Cleveland Clinic Health System
10.2014 - 11.2016
Logistics Manager
Ohio Army National Guard
11.2006 - 05.2016
Associate - Applied Science in Nursing
ITT Technical College