Ashley Brown
Jacksonville,Fl
Summary
Results-driven, customer-centric professional with extensive experience in remote customer service roles, consistently exceeding expectations through exceptional communication and problem-solving abilities. Demonstrated expertise in managing routine inquiries while delivering outstanding service that fosters customer satisfaction and loyalty. Committed to driving company growth by leveraging strong analytical skills to identify solutions that enhance the customer experience. Known for a proactive approach and dedication to continuous improvement in service delivery.
Overview
11
11
years of professional experience
Work History
Lead Customer Service Agent
Jax Spine and Pain Clinic
Jacksonville, Florida
02.2023 - 08.2026
- Managed 80% of customer orders and inquiries across phone, email, and in-person channels while prioritizing high-quality service delivery.
- Delivered exceptional customer service by actively listening to customer needs and owning resolution through appropriate solutions.
- Proactively strove to resolve customer issues during the initial interaction to enhance customer satisfaction.
- Proactively owned initial customer issue resolution to enhance customer satisfaction.
- Verified patient insurance coverage to support accurate intake operations and reduce processing errors.
- Received payments and processed transactions with accuracy.
- Proficient use of ECW for insurance verification.
- Implemented process improvements that streamlined appointment scheduling, reducing wait times significantly.
- Collaborated with healthcare providers to address patient concerns, promoting effective communication and care coordination.
- Ensured compliance with company policies, federal regulations, and legal requirements throughout all interactions with clients.
Direct Support Professional
Valor Intelligent Processing
Jacksonville, Florida
01.2019 - 01.2022
- Handled sensitive patient information in compliance with HIPAA regulations.
- Handled routine customer service inquiries and problems via telephone, digital, and chat channels, ensuring effective communication and problem resolution.
- Resolved customer complaints while maintaining a clean and organized checkout area to enhance customer experience.
- Surpassed customer service goals by consistently delivering exceptional service and support.
- Achieved customer service goals and surpass customer expectations.
- Remote/Hybrid
Customer Support Representative
Genpact
Jacksonville, Florida
01.2016 - 01.2018
- Automated deposits, payments, and documentation reports, streamlining processes and enhancing accuracy.
- Assisted over 100 customers daily in high-volume call environment, addressing inquiries and resolving issues efficiently.
- Resolved customer inquiries efficiently through multiple communication channels, enhancing satisfaction and retention.
- Provided training and mentorship to new team members, improving onboarding process and support quality.
- Analyzed customer feedback data to identify trends, leading to improved service protocols and response strategies.
Education
Diploma -
William M Raines
FloridaSkills
- Customer service
- CRM and ERP systems
- Appointment scheduling
- Payment processing
- Data Entry
- Complaint handling
- LiveChat Support
- Office administration
- Project management
- Ability to multitask and manage time effectively
- Ability to thrive in a fast-paced environment
- Ability to multi-task and manage time effectively
- Organized and detail oriented
- Flexible to change and procedures
- Typing speed of 80 wpm
- Administrative Support
- Multitasking and organization
- Appointment scheduling
- Payment processing
Timeline
Lead Customer Service Agent
Jax Spine and Pain Clinic
02.2023 - 08.2026
Direct Support Professional
Valor Intelligent Processing
01.2019 - 01.2022
Customer Support Representative
Genpact
01.2016 - 01.2018
Diploma -
William M Raines
Personal Information
Title: CUSTOMER SERVICE REPRESENTATIVE