Ashley Collier
Jacksonville,FL
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
19
19
years of professional experience
Work History
Customer Service Representative
Freedom Mortgage Corporation
05.2020 - 12.2023
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Claims Research Advocate
Florida Blue
05.2017 - 05.2020
- Researched and resolved complex medical claims issues to support timely processing.
- Processed high volumes of medical claims accurately and efficiently under tight deadlines, ensuring prompt payment for services rendered.
- Evaluated medical claims for accuracy and completeness and researched missing data.
Pharmacy Mail Service Advocate
Optum Rx (United Healthcare)
11.2013 - 05.2017
- Placed prescription mail orders for patients that required Scheduled I-V drugs.
- Optimized order-processing timeframes due to diligent monitoring of deadlines.
- Educated customers of pharmacy benefits and Medicare or Medicaid benefits.
Customer Retention Specialist
Web.com
06.2011 - 10.2013
- Analyzed client usage patterns to identify potential churn risks and implement proactive measures.
- Handled escalated customer complaints professionally, de-escalating situations while finding mutually beneficial resolutions.
- Enhanced website visibility by implementing effective SEO and SMO strategies for customer websites.
Imaging Specialist
State Farm
08.2009 - 06.2011
- Analyzed post-disaster data to identify trends and areas for improvement in future responses.
- Gathered, sorted and scanned documents to enter into computer system.
- Assisted in training new employees on scanner usage, contributing to a skilled workforce.
Monitoring Specialist
ADT Security Systems
07.2007 - 06.2009
- Handled Emergency Signals
- Notify/ Verify Alarm Signals
- Dispatch Proper Authorities
Second Assistant Store Manager
Cato Fashions
06.2005 - 07.2008
- Assisted store manager with payroll, team scheduling and cash register deposits and receipts.
- Increased customer satisfaction by addressing and resolving customer concerns promptly and efficiently.
- Conducted regular audits of merchandise inventory levels to identify discrepancies or potential shrinkage concerns before they escalated into significant losses.
Education
License - Cosmetology Education
Virginia College
Jacksonville, FL03.2011
High School Diploma -
Duncan U. Fletcher High School
Neptune Beach, Florida05.2005
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Call center experience (and Remote)
- Computer Proficiency
- Call Management
Timeline
Customer Service Representative
Freedom Mortgage Corporation
05.2020 - 12.2023
Claims Research Advocate
Florida Blue
05.2017 - 05.2020
Pharmacy Mail Service Advocate
Optum Rx (United Healthcare)
11.2013 - 05.2017
Customer Retention Specialist
Web.com
06.2011 - 10.2013
Imaging Specialist
State Farm
08.2009 - 06.2011
Monitoring Specialist
ADT Security Systems
07.2007 - 06.2009
Second Assistant Store Manager
Cato Fashions
06.2005 - 07.2008
License - Cosmetology Education
Virginia College
High School Diploma -
Duncan U. Fletcher High School