Ashley Cummings
Maryland Heights,MO
Summary
Dynamic leader with a proven track record at nimble solutions, excelling in relationship building and analytical skills. Achieved significant improvements in customer satisfaction and operational efficiency. Known for strategic goal setting, exceptional team collaboration, and innovative problem-solving. Enhanced revenue cycle management through meticulous account management and critical thinking.
Overview
13
13
years of professional experience
Work History
Director
Nimble Solutions
Chesterfield, MO
10.2013 - Current
- Leveraged professional networks and industry knowledge to strengthen client relationships.
- Boosted client satisfaction rates through exceptional relationship management and prompt resolution of issues.
- Proactively identified potential risks and implemented mitigation strategies to minimize negative impacts on projects or business operations.
- Collaborated with cross-functional teams to exceed benchmarks for SLA delivery, staying on top of challenging schedules with multiple competing timelines.
- Navigated company through periods of significant change, maintaining focus on long-term strategic goals.
- Trained and guided team members to maintain high productivity and performance metrics.
- Interacted well with customers to build connections and nurture relationships.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Handled problematic customers and clients to assist production-level employees and maintain excellent customer service.
- Reported issues to higher management with great detail.
- Revolutionized customer service protocols, significantly improving customer satisfaction ratings.
Customer Service Escalation Specialist
Enterprise Holdings Inc., Rent-A-Car
St Louis, MO
03.2012 - 10.2013
- Collaborated with management to develop strategies for dealing with common customer pain points and recurring issues.
- Assisted in the development of training materials related to escalation handling best practices for new hires.
- Resolved complex customer issues by diligently researching and collaborating with cross-functional teams.
- Strengthened relationships between key departments involved in issue resolution by fostering open communication and collaboration.
- Recognized as a top performer within the team, consistently meeting or exceeding key performance indicators related to escalation case handling.
- Conducted root cause analysis on recurring issues, implementing corrective actions to prevent future occurrences.
- Managed high-pressure situations professionally, remaining calm and focused while resolving customer complaints.
Education
No Degree - General Studies
St. Louis Community College
St. Louis, MOSkills
- Verbal and written communication
- Strategies and goals
- Teamwork
- Critical Thinking
- Organizational Skills
- Computer Literacy
- Analytical Skills
- Account Management
Timeline
Director
Nimble Solutions
10.2013 - Current
Customer Service Escalation Specialist
Enterprise Holdings Inc., Rent-A-Car
03.2012 - 10.2013
No Degree - General Studies
St. Louis Community College