Ashley N. Crawley
Summary
Diligent professional with a proven record of independently managing projects and consistently delivering high-quality results. Successfully completed diverse assignments, showcasing effective problem-solving and project management skills. Demonstrated adaptability and strong communication abilities in client interactions and project execution.
Overview
2024
2024
years of professional experience
Work History
Independent Contractor
NexRep
- Provide efficient technical support for durable medical equipment and corresponding device apps
- Process product orders and cancellation requests
- Approve or deny refund and return submissions per warranty guidelines
- Quickly respond to email and chat communication from clients
- Work independently to resolve client complaints and complete equipment consultations
- Register accounts, schedule medical visits, and document cases with accuracy
Personal Phone Banker
Wells Fargo
08.2020 - 04.2023
- Responsible for delivering accounting services
- Educate and provide detailed information on products and services
- Perform technical troubleshooting and online navigation assistance
- Inform clients on company updates to processes and procedures
- Lead clients in the suitable direction for financial needs
- Provide outstanding customer service with one call resolutions for all client needs
Customer Care Resolution Specialist Team Lead
Continuum
03.2019 - 07.2020
- Point of Contact in supervisor's absence
- Assist with directing and managing activities associated with Call Center operations
- Maintain and enhance customer service by evaluating service, delivery systems and procedures then implementing best practices
- Provide guidance, leadership, and motivation to promote maximum performance
- Assist with supervising a staff of 10-15 employees
- Handle escalated inbound and outbound calls with clients
- Assist representatives and customers with billing questions and issues, plan information and documents, internal and external technical issues, add, suspend and remove services, and process purchases, returns and exchanges
Operational Trainer
Optum/TTEC
06.2014 - 01.2019
- Facilitated monthly new hire classes of 20-25 associates
- Facilitated professional telephone skills for customer service representatives using a variety of training delivery methods and tools consistent with adult learning theories
- Facilitated pilot classes for new curriculum design that included daily feedback on content and design following the ADDIE development model
- Coached and monitored new Customer Service Representatives (on-going side by side training, observation, modeling, and feedback) during the ‘On the Job' training phase of training
- Partnered with operational managers to conduct needs assessment and develop action plans for performance management and performance opportunities
- Developed effective performance measurements to ensure maximum operational efficiency
- Assisted with quality assurance monitoring
- Conducted virtual new hire product trainings, cross-trainings, and up-trainings
- Certified in appeal and grievances and assisted with submitting cases
Education
Bachelor of Arts - Communication Arts
Johnson C. Smith University
Charlotte, North Carolina12.2013
Skills
- Client Relationship Building
- Workload Management
- Deadline Adherence
- Safety Compliance
Timeline
Personal Phone Banker
Wells Fargo
08.2020 - 04.2023
Customer Care Resolution Specialist Team Lead
Continuum
03.2019 - 07.2020
Operational Trainer
Optum/TTEC
06.2014 - 01.2019
Independent Contractor
NexRep
Bachelor of Arts - Communication Arts
Johnson C. Smith University
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