Ashley Buford
Remote Call Center Representative
Beaumont,TX
Summary
Articulate and highly-skilled remote customer service professional who provides accurate and friendly customer service. Manages customer inquiries daily in fast-paced environment to meet deadlines while working within strict metrics. Self-motivated and true team player.
Overview
13
13
years of professional experience
Work History
Customer Service Representative
Maximus
Remote
03.2023 - Current
- Answered incoming calls from consumers including the public, prospective enrollees, and people assisting enrollees or acting on their behalf per all performance standards, policies and procedures, and protocols including but not limited to the confidentiality and privacy policies
- Tracked and documented all inquiries using the applicable systems
- Completed associated tasks according to the established guidelines
- Met Quality Assurance (QA) and other key performance metrics
- Facilitated the fulfillment of caller requests for materials via mail or download
- Transferred/referred consumers to appropriate entities according to the established guidelines
- Escalated calls or issues to the appropriate designated staff for resolution as needed
- Attended meetings and training as requested and maintained up-to-date knowledge of all programs and systems.
Customer Service Representative
Connexus Resource Group
11.2022 - 03.2023
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Responded to customer requests for products, services, and company information.
- Collected and documented orders
- Responded to inquiries and issues
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
Dog Trainer/Manager
Live Action Dog Training, LLC
Baytown, TX
08.2020 - 08.2022
- Fed and exercised dogs and provided other general care such as cleaning and maintaining holding and performance areas
- Evaluated animals to determine temperaments, abilities and aptitude for training.
- Greeted clients and handled all intro paperwork
- Wrote up report cards and made certificates
- Instructed owners and dogs on basic obedience commands using different techniques to match dogs' drives for reward.
- Modified undesirable behaviors with use of successful and safe behavior modifications techniques.
- Conferred with owners about methods for continuing training and reinforcing methods taught in classes.
- Engaged with customers to effectively build rapport and lasting relationships.
Waitress
Waffle House
11.2015 - 08.2020
- Handled a high volume of customers regularly
- Took orders
- Served food
- Checked on customers frequently
- Bussed tables
- Kept the restaurant clean and sanitary.
Home Health Care Aide
Private Duty In-Home Care
09.2013 - 10.2015
- Direct Patient Care
- Perform activities of daily living such as assisting with showers, grooming, dressing, and linen changes
- Medication Reminders
- Laundry
- Light housekeeping.
Customer Service Representative
AT&T Mobility
Ocean Springs, MS
12.2012 - 08.2013
- Documented and detailed calls and complaints using call center's CRM database.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Addressed customer account discrepancies and concerns.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
Credit Analyst
D M Services
07.2012 - 11.2012
- Analyzed orders for duplicates, fraudulent activities, alerts on credit bureaus, and bad debt accounts
- Received inbound calls as well as dialed outbound calls for verification purposes
- Consulted with customers to resolve complaints and verify financial and credit transactions
- Evaluated customer records and recommended payment plans based on earnings, savings data, payment history, and purchase activity.
Home Health Aide
Private Duty In-Home Care
06.2011 - 06.2012
- Housekeeping
- Running errands
- Medication Reminders
- Assisting with personal care such as showering, dressing, bathing
- Preparing meals
- Providing transportation to and from doctors' appointments.
Sandwich Artist
Subway
03.2011 - 05.2011
- Had a complete understanding of menu items and explained them to guests accurately
- Collected payment from guests
- Performed Cash-In Procedure- accounting for all forms of money, bread, etc., during the shift
- Prepared food neatly, according to formula, and in a timely manner
- Checked products in the sandwich unit area and restocked items to ensure a sufficient supply throughout the shift
- Adhered to proper food handling, safety, and sanitation standards during food preparation, service, and clean up
- Cleaned and maintained all areas of the restaurant to promote a clean image.
Education
High School Diploma -
Gautier High School
Gautier, MS 05.2001 -
Skills
Customer Service
Technical Troubleshooting
Documentation and Reporting
Complaint Resolution
Active Listening & Attention to Detail
Self-Motivated
Emotional intelligence and empathy
Technical proficiency and software knowledge
Call routing and handling
Adaptability and flexibility
Time management and multitasking
Microsoft Office Suite
Assessments
- Sales skills, Proficient, 08/01/22
- Customer service, Proficient, 08/01/22
- Call center customer service, Proficient, 08/01/22
- Customer focus & orientation, Proficient, 08/01/22
- Customer Service Skills, Proficient, 11/01/18
- Attention to detail, Proficient, 09/01/22
Awards
- Top Contingent CCR - May 2023
- Quality Assurance (QA) Star Award - December 2023
- Customer Service Representative achieved 100% during QA sample period of July - September 2023
Accomplishments
Quality Assurance (QA) Star Award - December 2023
Top Contingent CCR - May 2023
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Experience is a hard teacher because she gives the test first, the lesson after.
Vernon Law
Timeline
Customer Service Representative
Maximus
03.2023 - Current
Customer Service Representative
Connexus Resource Group
11.2022 - 03.2023
Dog Trainer/Manager
Live Action Dog Training, LLC
08.2020 - 08.2022
Waitress
Waffle House
11.2015 - 08.2020
Home Health Care Aide
Private Duty In-Home Care
09.2013 - 10.2015
Customer Service Representative
AT&T Mobility
12.2012 - 08.2013
Credit Analyst
D M Services
07.2012 - 11.2012
Home Health Aide
Private Duty In-Home Care
06.2011 - 06.2012
Sandwich Artist
Subway
03.2011 - 05.2011
High School Diploma -
Gautier High School
05.2001 -