ASHLEY ESQUIBEL
Las Cruces,NM
Summary
Experienced Clerk with exceptional typing and data entry abilities, driven by results. Proficient in daily information logging, variance research, and maintaining meticulous records. Service-oriented, accuracy-driven, and adept at completing tasks with minimal supervision. A dedicated administrative professional with a successful track record in fast-paced office environments. A hardworking team player skilled in various clerical tasks and providing valuable staff support. Brings over 10 years of customer service experience across diverse work settings.
Overview
8
8
years of professional experience
Work History
General Clerk III
ATA Services
05.2023 - Current
- Screen childcare assistance applications, place phone calls to clients with missing documents or signatures, lose out cases that have not been recertified, assist in reviewing worker caseloads, ensure all files are present and help reproduce non-existent files as needed.
- Work with the State of New Mexico Human Services Department integrated eligibility system, Automated System Program and Eligibility Network (ASPEN) and the State of New Mexico Department of Workforce Solutions systems to place phone calls about recertification, send out recertification letters, review various application status reports and provide updates on the status of applications.
- Implement and follow Federal and State policies regarding the program.
- Maintain strong communication with caseworkers and client to obtain proper documentation which can be up to 5 or more.
- Developed strong organizational skills to efficiently manage administrative tasks.
- Experience with using OnBase, ASPEN, Work Force Solutions, Excel, Microsoft Outlook, Adobe.
- Scheduling clients for intake appointments for multiple team members.
- Processed incoming correspondence, assembled and distributed notices, letters and other materials and created and maintained files to promote efficient flow of communication.
QUALITY ASSURANCE ANALYST
Mass Markets- FNBT/FCB/FHB
04.2021 - 03.2023
- Responsible for evaluating the handling of agent calls with customers and providing feedback and developmental support to the Training and Operations team in an overall effort to achieve and maintain industry-leading service.
- Develops and recommends methods, measures, and standards for monitoring call center agents to improve individual performance.
- Evaluates call center agents’ technical and soft skill levels and provides effective coaching suggestions to Team Leads to develop agent capabilities.
- Participates in quality calibration sessions to ensure consistency among all QA Specialists. Identifies opportunities to improve agent support tools and recommends solutions.
- Supports training by conducting call simulation activities, presenting quality monitoring standards to new employees, and monitoring/coaching agents during on-the-job training activities.
- Participates in conducting call center business unit audits on all metrics, summarizes findings, and makes recommendations for improvements.
- Maintains up-to-date knowledge of customer service, technical support, and sales concepts and practices.
- Manages QA reporting systems, pulls and sends daily reports to clients and operations, and analyzes QA data to identify trends at individual, team, and contact center levels.
- Supports Coaches in developing agents not meeting performance targets.
PERSONAL PHONE BANKER
Mass Markets, FNBT/FCB/FHB
01.2021 - 04.2021
- Handle inbound and outbound contacts courteously, timely, and professionally.
- Ensure first-call resolution through problem-solving and effective call handling.
- Research systems to find missing information as applicable; coordinate with other departments to resolve issues when needed.
- Accurately document and process customer claims in appropriate systems.
Consumer Advocate
Black Turtle Inc-CFPB
09.2016 - 09.2020
- Educate consumers on financial products and services.
- Adhere to the Privacy Act and HIPPA as it relates to the confidentiality of information received.
- Provide accurate and knowledgeable responses to telephone inquiries in a courteous and professional manner, utilizing pre-scripted responses which they must read verbatim to provide basic general and claims specific information.
- Maintain a current understanding of the programs standard operating procedures, processes and program policies as provided during training.
Utilize standard technology such as telephone, e-mail, and web browser to perform job duties - Assist caller with filling out online inquiries and/or complaints and submitting it electronically.
- Escalate calls as required.
- Maintain up-to-date knowledge of CFPB regulations and policies as they apply.
Education
Diploma - Administrative Procedures And Support in The Offic
Alison
05.2023
DIPLOMA - Medical Administration
Rasmussen College
06.2014
Skills
- Peer Relationships
- Records Management Systems
- File and Database Management
- Verbal and Writing Communication
- Telephone Etiquette
- Information Inputting
- Knowledge of Aspen, Onbase, Outlook, Excel, Workforce Solutions
- Scheduling Appointments
- Strong Work Ethic
- Documentation skills
- Administrative duties
- Effective Multitasking
Timeline
General Clerk III
ATA Services
05.2023 - Current
QUALITY ASSURANCE ANALYST
Mass Markets- FNBT/FCB/FHB
04.2021 - 03.2023
PERSONAL PHONE BANKER
Mass Markets, FNBT/FCB/FHB
01.2021 - 04.2021
Consumer Advocate
Black Turtle Inc-CFPB
09.2016 - 09.2020
Diploma - Administrative Procedures And Support in The Offic
Alison
DIPLOMA - Medical Administration
Rasmussen College
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