Ashley Coleman
Saint Louis ,MO
Summary
Accomplished Reclamation Specialist at Bank of America, adept in optimizing operational efficiency and mentoring teams. Enhanced productivity by streamlining workflows and achieved superior revegetation results. Proficient in heavy equipment operation and relationship building, with a proven track record in problem-solving and effective communication, increasing retrieval efficiency by 30%.
Overview
11
11
years of professional experience
Work History
Reclamation Specialist
Bank of America
St Louis, MO
07.2025 - Current
- Analyzed reclamation processes to identify areas for efficiency improvements.
- Developed and implemented strategies for reducing operational risks in reclamation activities.
- Coordinated with cross-functional teams to ensure compliance with regulatory standards.
- Mentored junior staff on best practices in reclamation procedures and documentation.
- Streamlined reclamation workflows, enhancing overall productivity and accuracy of transactions.
- Ensured timely completion of milestones within complex multi-phase projects by maintaining clear lines of communication among stakeholders.
- Achieved superior revegetation results by selecting appropriate native plant species for specific site conditions.
- Optimized budgetary performance in reclamation projects through diligent financial reporting and forecasting activities.
- Improved site reclamation success by implementing innovative techniques and strategies.
Overnight Front Desk Receptionist
Four Seasons Hotel
St Louis, MO
10.2024 - 10.2025
- Greeted and assisted guests, ensuring a welcoming atmosphere and prompt service.
- Managed multi-line phone system, directing calls and handling inquiries efficiently.
- Scheduled appointments and coordinated reservations to optimize guest experience.
- Processed check-ins and check-outs, maintaining accuracy in billing procedures.
- Resolved guest concerns promptly, fostering positive relationships and repeat visits.
- Trained new staff on front desk operations, enhancing team performance and service quality.
- Implemented improved filing system for guest records, increasing retrieval efficiency by 30%.
- Collaborated with management to develop customer service strategies that enhanced guest satisfaction scores.
- Managed high-volume phone calls, directing inquiries to appropriate personnel for prompt resolution.
- Collected room deposits, fees, and payments.
- Scheduled appointments accurately using reservation software, reducing conflicts or doublebookings.
- Supported administrative tasks such as filing, data entry, and document preparation for more efficient office workflow.
- Handled sensitive customer information with confidentiality, adhering to company privacy guidelines.
- Developed strong working relationships with team members, fostering a positive work environment.
- Completed data entry and filing to keep records updated for easy retrieval.
- Expedited check-in and check-out procedures for guests, ensuring seamless experiences during their visits.
- Resolved customer issues quickly and notified supervisor immediately when problems escalated.
Call Center Representative
Wells Fargo
St Louis, MO
06.2023 - 06.2025
- Documented interactions accurately in CRM systems to maintain updated records.
- Collaborated with team members to enhance service delivery and support strategies.
- Trained new team members on best practices for call handling and customer interaction.
- Implemented time management techniques to optimize call handling efficiency and response times.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
- Maintained detailed records of customer interactions, streamlining communication efforts between various departments.
- Streamlined call flow processes for more efficient response times and increased productivity.
- Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
- Delivered consistent top-notch performance under pressure during peak calling hours or challenging situations.
- Exceeded monthly performance metrics consistently, contributing to the success of the call center operations.
Sales Associate
Nordstrom Rack
St Louis, MO
02.2022 - 08.2024
- Processed transactions accurately while maintaining cash register integrity and compliance with company policies.
- Collaborated with team members to achieve sales targets through effective communication and teamwork.
- Conducted market research to identify trends, informing inventory decisions and promotional strategies.
- Mentored new associates on best practices for customer interaction and sales techniques, fostering a collaborative environment.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Rotated stock and restocked shelves to maintain product availability and store appearance.
- Engaged with customers to build rapport and loyalty.
- Boosted customer satisfaction levels through exceptional service, addressing concerns promptly, and providing a welcoming store environment.
- Assisted in training new staff members on company policies, product information, and sales techniques for a seamless onboarding experience.
Customer Service Representative
US Bank Home Mortgage
St Louis, MO
10.2018 - 04.2023
- Resolved customer inquiries through effective communication and problem-solving strategies.
- Assisted clients in navigating mortgage options, ensuring clarity and understanding.
- Collaborated with team members to streamline processes and enhance service delivery.
- Managed complex loan applications, maintaining accuracy and compliance throughout the process.
- Responded to customer inquiries, providing accurate information and resolving issues efficiently.
- Answered phone with friendly greeting to create positive inbound calling experience for customers.
- Responded to customer inquiries via telephone, email and live chat to provide updated information.
- Utilized active listening skills to identify customer needs and provide appropriate solutions.
- Delivered outstanding results under high-pressure situations by maintaining composure during difficult calls or high-volume periods.
Medicare Customer Service Representative
United Healthcare
St Louis, MO
09.2016 - 10.2018
- Assisted members with inquiries regarding Medicare benefits and coverage options.
- Resolved complex customer issues through effective communication and problem-solving skills.
- Provided accurate information on policy changes, ensuring compliance with regulations.
- Documented interactions using CRM tools, maintaining detailed records for future reference.
- Managed high-volume inbound calls while providing exceptional customer service.
- Resolved customer inquiries and complaints efficiently using call center software.
- Analyzed customer feedback to identify trends and recommend improvements in processes.
- Escalated complex issues to appropriate departments for swift resolution and follow-up.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
Front Desk Receptionist
Moonrise Hotel
St Louis, MO
07.2016 - 01.2018
- Managed front desk operations, ensuring seamless guest check-in and check-out experiences.
- Coordinated reservations using hotel management software to optimize occupancy rates.
- Assisted guests with inquiries, providing information on services and local attractions.
- Streamlined communication between departments, enhancing service delivery and guest satisfaction.
- Trained new front desk staff on procedures and customer service best practices.
- Resolved guest complaints promptly, fostering positive relationships and repeat business.
- Developed standard operating procedures for front desk operations, increasing overall efficiency.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
- Scheduled, coordinated and confirmed appointments and meetings.
- Delivered outstanding first impressions by warmly greeting visitors upon arrival at the front desk.
- Enhanced customer satisfaction by providing efficient and professional front desk services.
Sales Associate
Saks Fifth Avenue
St Louis, MO
04.2015 - 08.2017
- Delivered exceptional customer service to enhance shopping experiences and foster client relationships.
- Managed inventory levels, ensuring product availability and timely restocking of merchandise.
- Assisted in visual merchandising, creating appealing displays to drive sales and attract customers.
- Educated clients on product features and benefits, boosting engagement and satisfaction.
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Built relationships with customers to encourage repeat business.
- Managed returns, exchanges and refunds in accordance with store policy.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Prepared merchandise for sales floor by pricing or tagging.
- Helped customers locate products and checked store system for merchandise at other sites.
- Answered customer questions about sizing, accessories, and merchandise care.
Education
High School Diploma -
Hazelwood Central High School
St Louis, MOSkills
- Heavy equipment operation
- Public outreach
- Teamwork
- Teamwork and collaboration
- Problem-solving
- Time management
- Attention to detail
- Multitasking
- Punctuality
- Reliability
- Excellent communication
- Organizational skills
- Active listening
- Effective communication
- Decision-making
- Physical strength
- Relationship building
- Operational efficiency
Timeline
Reclamation Specialist
Bank of America
07.2025 - Current
Overnight Front Desk Receptionist
Four Seasons Hotel
10.2024 - 10.2025
Call Center Representative
Wells Fargo
06.2023 - 06.2025
Sales Associate
Nordstrom Rack
02.2022 - 08.2024
Customer Service Representative
US Bank Home Mortgage
10.2018 - 04.2023
Medicare Customer Service Representative
United Healthcare
09.2016 - 10.2018
Front Desk Receptionist
Moonrise Hotel
07.2016 - 01.2018
Sales Associate
Saks Fifth Avenue
04.2015 - 08.2017
High School Diploma -
Hazelwood Central High School