Ashley Clayton
Athens,IL
Summary
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Committed job seeker with a history of meeting company needs with consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
10
10
years of professional experience
Work History
Life and Annuity Advocate
Horace Mann Insurance
Springfield , IL
2016.10 - Current
- Maintained detailed records of all client interactions including notes from meetings and phone calls.
- Reached out to individuals via phone, email and SMS to deliver help and support.
- Completed reports, paperwork and documentation accurately and on time.
- Performed research to respond to inquiries and interpret policy provisions.
- Assisted agents in understanding their legal rights and responsibilities.
- Conducted research into applicable regulations and precedents.
- Review transfer forms and send to appropriate carriers.
Contact Center Representative
Horace Mann Insurance
Springfield , IL
2016.10 - 2018.10
- Answered customer inquiries via phone, email and chat.
- Assisted customers with order placement and payment processing.
- Resolved customer complaints in a professional manner.
- Performed problem solving for customer issues.
- Monitored incoming calls, emails and chats for assurance purposes.
- Developed and implemented new processes for handling customer inquiries efficiently.
- Handled escalated calls from other representatives in a timely fashion.
- Followed up with customers after each interaction to ensure satisfaction.
- Generated reports related to customer interactions for management review.
- Created knowledge base documents for easy reference by other team members.
- Attended regular training sessions on relevant topics to stay updated with industry trends.
- Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships.
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
Teller
Athens State Bank
Springfield , IL
2013.12 - 2016.10
- Balanced cash drawers on a daily basis.
- Verified customers' identification to ensure compliance with laws and regulations.
- Received and processed customer transactions, including deposits, withdrawals, loan payments and other banking services.
- Provided exceptional customer service while accurately processing routine transactions.
- Answered customer inquiries regarding bank products and services.
- Explained account information to customers in detail as needed.
- Processed wire transfers for customers both domestically and internationally.
- Researched discrepancies between actual cash amounts and records of transactions for accuracy.
- Performed daily reconciliation of teller drawer within established limits.
- Maintained confidentiality of all customer records and information according to company policies.
- Handled large volumes of currency quickly and accurately with minimal errors.
- Identified fraudulent activity or suspicious behavior immediately reported it to management.
- Followed up on requests from customers in a timely manner.
- Maintained confidentiality of bank records and client information.
Education
Dental Assistant - Dental Assisting
Midwest Technical Institute
Springfield, IL2012-09
Skills
- Training Delivery
- Policy Development
- Legal Research
- Legal Knowledge
- Document Review
- Research Proficiency
- Conflict Resolution
- Database Maintenance
- Creative and Critical Thinking
- Discovery and Document Review
- Attention to Detail
- Legal Compliance
- Adaptability and Flexibility
- Problem-Solving
- Professionalism
Timeline
Life and Annuity Advocate
Horace Mann Insurance
2016.10 - Current
Contact Center Representative
Horace Mann Insurance
2016.10 - 2018.10
Teller
Athens State Bank
2013.12 - 2016.10
Dental Assistant - Dental Assisting
Midwest Technical Institute
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