Ashley Brown
Missouri City,TX
Summary
Results-driven Customer Service Specialist with a proven ability to prioritize and multi-task in high-pressure environments. Recognized for effectively resolving escalated customer issues and fostering strong client relationships. A solid team player known for an upbeat attitude and dedication to enhancing customer satisfaction, contributing significantly to overall business success. Passionate about cultivating partnerships and leveraging interpersonal skills to drive company growth.
Overview
17
17
years of professional experience
Work History
Healthcare Customer Service Representative
Homethrive
Northbrook, IL
12.2023 - 11.2024
- Answered inquiries related to healthcare services.
- Ensured that proper follow up was completed after each interaction with a customer.
- Ensured exceptional service through prompt responses.
- Developed strategies for improving customer experience while maintaining compliance standards.
- Managed incoming calls from patients and other healthcare facilities to provide information or schedule services.
- Adhered to HIPAA regulations when handling confidential patient information.
Senior CSR
Alight Solutions
Houston, TX
01.2022 - 05.2023
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Improved customer service wait times to mitigate complaints.
- Helped customers open accounts, make deposits, update information and carry out range of routine actions.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Met and exceeded performance goals to support long-term company growth and market dominance.
Lead Preschool Teacher
Star of Hope Ministries
Houston, TX
05.2015 - 01.2022
- Taught children foundational skills in colors, shapes and letters.
- Organized and led activities to promote physical, mental and social development.
- Implemented hands-on, play-based strategies for experiential learning.
- Maintained daily records of individual activities, behaviors, meals and naps.
- Distributed quarterly progress assessments and milestone reports to each parent.
Customer Service Representative
NCO
Houston, TX
05.2008 - 05.2015
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Educated customers on special pricing opportunities and company offerings.
- Assisted customers in making payments on accounts and setting up payment plans.
- Fielded customer complaints and queries, fast-tracking them for problem resolution.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Built client rapport while accurately processing repair documentation and troubleshooting technical discrepancies through completion.
Education
Associate - Child Development
CDA Council
Houston, TX01.2021
Associate of Applied Science - Pharmacology
Texas School of Business
Houston, TX05.2009
Skills
- Credit Card Payment Processing
- Upbeat and Positive Personality
- Conflict resolution techniques
- Multitasking and Prioritization
- Responding to Difficult Customers
- Call Documentation
- Customer Retention Strategies
- Data Entry and Maintenance
- Verbal and Written Communication
- Customer Account Management
- 40 wpm Typing Speed
- Time Management
- Progress Tracking and Reporting
- Organizational and Planning Skills
- Computer Proficiency
- Collaborative and Team-Oriented
- Classroom Management
Timeline
Healthcare Customer Service Representative
Homethrive
12.2023 - 11.2024
Senior CSR
Alight Solutions
01.2022 - 05.2023
Lead Preschool Teacher
Star of Hope Ministries
05.2015 - 01.2022
Customer Service Representative
NCO
05.2008 - 05.2015
Associate - Child Development
CDA Council
Associate of Applied Science - Pharmacology
Texas School of Business
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