Ashley Freeman
Grovetown,GA
Summary
Detail-oriented Customer Support Advocatewith extensive experience in telecommunications, retail and customer service. Troubleshoots highly technical, complex issues with ease and patience. Delivers Tier 2 and 3 support knowledge.
Overview
15
15
years of professional experience
Work History
Customer Support Advocate
Delta Dental
11.2022 - Current
- Communicate information regarding claims status, eligibility, and benefits to office professionals, groups, covered members and brokers, providing superior customer service at all times; forward specific inquiries as directed for priority resolution
- Document each customer encounter or resolution in appropriate computer tracking system
- Accurately complete call tracking and contact service forms and route to appropriate department
- Identify and report any critical or reoccurring customer service issues to Supervisor
- Participate in training programs, as designated.
Payroll Manager
Automated, Processing, ADP
07.2019 - 08.2022
- Providing expert support and responded to inquiries regarding company products via phone and email
- Displayed strong interpersonal skills and knowledge of systems and products to effectively communicate with customers to resolve issues and assist in the use of company products
- Identified production issues generated solutions and implemented best practices and preventative measures
Account Expert
T-mobile
05.2017 - 08.2021
- Provides astounding customer service through effective and timely resolution of various customer inquiries and concerns
- Builds customer loyalty and value through effective account management, identifying and providing offers for appropriate additional products, features, and services, and collecting past due balances
- Uses resource documentation for reference and the automated and training tools provided to deliver exceptional customer service
- Meets department productivity and quality standards
- Appropriately disburses adjustments and account credits in accordance with T-Mobile policy
- Approaches each call with a can-do mindset and treats each customer with respect, courtesy, and a genuine desire to help
- Completes training requirements to learn new skills and processes, grow knowledge of systems, and develop proficiency on company values, organizational requirements, and competencies needed for the
- Expert role.
Customer Service Representative
Convergent Outsourcing
07.2014 - 05.2017
- Answer customer calls regarding existing accounts
- Make requested policy and account changes
- Consult with customers to evaluate needs and determine best options
- Upgrade service and offer additional service packages or options
- Consistently improve customer satisfaction through expert resolution of conflicts,issues and concerns
Customer Service Representative
URBN
02.2015 - 09.2016
- Worked with established customers to generate sales
- Gross Monthly Sales for July and Sales Associate of the week for three consecutive weeks
- Followed up on purchases,inquired about satisfaction,and suggested additional items of services
- Processed Payments and answered merchandise questions for customers and vendors
Education
High school diploma - undefined
Josey High School
Augusta, GASkills
- Dedicated Customer Service Representative with 10 years of experience motivated to maintain
- Customer satisfaction and contribute to company success Proven ability to establish rapport
- With clients and exceed sales quotasExceptional Typing and Communication SkillsReliable and
- Driven with strong time management and prioritization abilities
- ADP
- Kronos
- Workday
- Payroll management
- Customer Satisfaction
- Client Service and Assistance
- Critical Thinking
Timeline
Customer Support Advocate
Delta Dental
11.2022 - Current
Payroll Manager
Automated, Processing, ADP
07.2019 - 08.2022
Account Expert
T-mobile
05.2017 - 08.2021
Customer Service Representative
URBN
02.2015 - 09.2016
Customer Service Representative
Convergent Outsourcing
07.2014 - 05.2017
High school diploma - undefined
Josey High School
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