Ashley Duguay
Williams,MD
Summary
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
22
22
years of professional experience
1
1
Certification
Work History
FINANCE TEAM
Fiserv
01.2021 - Current
- Developed and maintained database of financial records for clients
- Advised clients on financial matters and recommended investments
- Delivered guidance on financial regulations and requirements
- Produced financial statements and reports to comply with regulations
- Analyzed and interpreted financial data to inform business decisions
- Evaluated financial performance of clients and identified potential areas of improvement
- Analyzed financial trends and provided detailed financial reports to management
- Assisted in preparing business plans and investment strategies
- Devised and implemented controls and procedures to promote financial accuracy
- Generated financial projections and forecasts for short- and long-term
CLIENT EXPERIENCE OPTIMIZATION TEAM
Fiserv
01.2018 - 01.2021
- Develop and manage relationships with merchants on highly escalated situations.
- Mentor with Finance.
- Assist Finance to approve exception rate reviews, Create Financial side by side cost difference in Fee structure analyses.
- Prioritize daily workload in conjunction with appointment schedule, inbound/outbound calls
- Provide Retention on attrition risk accounts
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Implemented and developed customer service training processes.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Held a 90% Retention Rate
Team Lead
Fiserv
01.2018 - 01.2018
- Trained new team members by relaying information on company procedures and safety requirements
- Coached team members in techniques necessary to complete job tasks
- Worked different stations to provide optimal coverage and meet production goals
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards
- Built strong relationships with customers through positive attitude and attentive response
- Supervised team members to confirm compliance with set procedures and quality requirements
Client Manager
Fiserv
01.2016 - 01.2018
- Develop and manage relationships with merchants.
- Educate clients on value-added services.
- Analyze and educate clients on all aspects of merchant account such as pricing/pricing structures, fees, ACH/PTS rejects, tax information, transaction volume, funding, batching, VAR's, collections and statement specifics
- Review statement charges/fees with clients ensuring pricing transparency and education.
- Prioritize daily workload in conjunction with appointment schedule, inbound/outbound calls.
- Navigate multiple systems to resolve merchant concerns.
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes and followed up to achieve resolution.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Maintained client files with sales contracts, records of client interactions, client notes, and other information.
- Resolved problems with high-profile customers to maintain relationships and increase return customer base.
Telesales
Fiserv
01.2015 - 01.2016
- Effectively communicated with prospective business customers to successfully qualify and drive leads through sales pipeline
- Utilized strong communication skills to both follow-up and proactively contact existing partners through a variety of sales channels including web chats, e-mail, inbound and outbound phone calls
- Worked closely with internal and external support departments by responding to requests from current and potential customers for information and product presentations, which are often technical in nature
- Listened, identified and qualified sales opportunities, up-selling additional products and services.
Customer Service/representative
Citi Corp
01.2014 - 01.2015
- Greeted customers warmly to set tone of customer experience and provide welcoming and friendly atmosphere
- Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business
- Developed and maintained positive customer relations and coordinated with team members to properly handle requests and questions
- Communicated with clients and customers to gather, provide and share updated information on products and services
- Learned and followed all organizational policies and procedures to maintain safe and professional working environments
- Learned and utilized upselling techniques to encourage customers to make additional purchases and increase sales
- Responded to customer questions via telephone and written correspondence regarding insurance benefits, provider contracts, eligibility, and claims
- Researched relevant resources to assist members, identified member representation needs and troubleshot next steps to provide optimal support for member
Retention Specialist
Fiserv
01.2010 - 01.2014
- Built constructive customer relationships to improve loyalty and recommendations
- Utilized advanced skills in solving problems and making accurate decisions to implement strategies that brought about immediate results
- Identified changing customer needs and adapted service strategies to meet them
- Evaluated current customer retention strategies and recommended improvements
- Utilized knowledge of customer experience to create specialized plans for customer retention
- Established customer retention programs to improve loyalty and increase lifetime value
- Supported agents in improving service standards for optimized customer satisfaction
Relationship Manager
Fiserv
01.2004 - 01.2010
- Communicated regularly with clients to understand needs, evaluate current product use and cross-sell new products
- Built and maintained relationships with new and existing clients while providing high level of expertise
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction
- Developed and cultivated lucrative relationships with both new and existing clients through effective communication and exemplary interpersonal skills
- Maintained knowledge on banking products and distribution to provide optimal service support
- Achieved goals for sale of bank products and services and exceeded performance metrics for customer service
- Participated in staff meetings to discuss innovative strategies to improve services
- Created and maintained databases to track customer discussions and preferences for accurate, updated records
- Developed loyalty programs to reward and maintain customer retention
- Analyzed business processes to identify cost savings and operational efficiencies
- Created financial dashboards to provide insights into key performance indicators
- Designed and maintained financial models to identify and measure risks
Customer Service Representative
Fiserv
01.2002 - 01.2004
- First point of contact for customers, responding to inbound calls on range of customer issues, from account and balance inquiries to queries about full range of products and services
- Answered inbound calls to respond to inquiries and resolve problems
- Conducted research for customers and respond via phone, email, or fax, each call assisting customers with their individual needs.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Handled customer inquiries and suggestions courteously and professionally.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
- Manager over 70 clients per day.
Education
High School Diploma -
Williamsport High School
Williamsport, MD06.2022
Skills
- Excel/Microsoft/Pivot Tables/Power point
- Excellent Organizational skills, and ability to prioritize work
- Strong collaborative relationships with internal partners
- Dedicated to exceeding expectations of clients/business
- Excellent problem solving
- Strong internal and external communication skills
- Portfolio management and building relationships with vendors
- Reconciliation and analyze Data
- Critical-thinking skills
- Partner effectively with internal partners to improve relationships and improve processes
- Handle client service requests with efficiency and accuracy
Certification
GoSkills.com
Excel Beginners and Advance, Pivot, Macros and VBA , Financial modeling basics and techniques
Timeline
FINANCE TEAM
Fiserv
01.2021 - Current
CLIENT EXPERIENCE OPTIMIZATION TEAM
Fiserv
01.2018 - 01.2021
Team Lead
Fiserv
01.2018 - 01.2018
Client Manager
Fiserv
01.2016 - 01.2018
Telesales
Fiserv
01.2015 - 01.2016
Customer Service/representative
Citi Corp
01.2014 - 01.2015
Retention Specialist
Fiserv
01.2010 - 01.2014
Relationship Manager
Fiserv
01.2004 - 01.2010
Customer Service Representative
Fiserv
01.2002 - 01.2004
High School Diploma -
Williamsport High School