Ashley Buford
Beaumont,TX
Summary
Highly accomplished customer service professional with a proven track record of delivering exceptional remote service. Known for an excellent customer service attitude and the ability to tailor interactions, making each customer experience exceptional. Adept at employing critical thinking and conflict resolution skills to devise innovative solutions for customer issues. Friendly, confident, and a self-starter, with strong verbal and written communication skills. Detail-oriented, reliable, and trustworthy, consistently demonstrating a strong work ethic and surpassing customer service goals. Proficient in prioritizing and multitasking in fast-paced environments, while effectively collaborating within a team to achieve both personal and organizational objectives
Overview
12
12
years of professional experience
Work History
Customer Service Representative
Maximus
03.2023 - Current
- Answered incoming calls from consumers including 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 confidentiality and privacy policies
- Tracked and documented all inquiries using applicable systems
- Completed associated tasks according to established guidelines
- Met Quality Assurance (QA) and other key performance metrics
- Facilitated fulfillment of caller requests for materials via mail or download
- Transferred/referred consumers to appropriate entities according to established guidelines
- Escalated calls or issues to 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.
Manager
Live Action Dog Training, LLC
08.2020 - 08.2022
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Developed systems and procedures to improve operational quality and team efficiency.
- Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
- Oversaw facility maintenance, ensuring optimal functionality of equipment and infrastructure at all times.
- Developed and implemented strategies to maximize customer satisfaction.
Server Support Engineer
Waffle House
11.2015 - 08.2020
- Handled high-pressure situations with composure, maintaining excellent service standards even during busy shifts.
- Exhibited strong multitasking abilities, balancing multiple tables and orders while delivering prompt service.
- Maintained clean and welcoming dining environment, ensuring a positive guest experience.
- Used cash registers and credit card machines to cash out customers.
- Supported teamwork atmosphere among staff members through clear communication and collaboration during shifts.
- Kept server areas clean and stocked to increase efficiency while working tables.
- Maintained customer satisfaction with timely table check-ins to assess food and beverage needs.
- Enhanced customer satisfaction by providing attentive service and promptly addressing any concerns.
- Managed cash transactions accurately, ensuring proper change was provided to customers as needed.
- Bussed and reset tables to keep dining room and work areas clean.
Home Health Aide
Home Health Agency
09.2013 - 10.2015
- Helped patients maintain personal hygiene through bathing, grooming, and toileting assistance when necessary for dignity preservation.
- Maintained a clean and safe home environment for patients, reducing falls and accidents.
- Assisted clients with daily living activities, enhancing their independence and quality of life.
- Performed light housekeeping duties including laundry linen changes sweeping vacuuming and mopping ensuring a clean and organized living space for patients.
Customer Service Representative
AT&T Mobility
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
- Handled customer inquiries and suggestions courteously and professionally.
Credit Analyst
DM 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.
Education
High School Diploma -
Gautier High School
Gautier, MS05.2010
Skills
- Microsoft Office
- Active Listening & Attention to Detail
- Complaint Resolution
- Emotional Intelligence & Empathy
- Adaptability & Flexibility
- Time Management
- Technical Proficiency & Troubleshooting
- Written & Verbal Communication
- Documentation And Reporting
- Critical Thinking
- Client Relations
Accomplishments
- Top Contingent CCR - May 2023
- Quality Assurance (QA) Star Award - December 2023
Timeline
Customer Service Representative
Maximus
03.2023 - Current
Customer Service Representative
Connexus Resource Group
11.2022 - 03.2023
Manager
Live Action Dog Training, LLC
08.2020 - 08.2022
Server Support Engineer
Waffle House
11.2015 - 08.2020
Home Health Aide
Home Health Agency
09.2013 - 10.2015
Customer Service Representative
AT&T Mobility
12.2012 - 08.2013
Credit Analyst
DM Services
07.2012 - 11.2012
High School Diploma -
Gautier High School