Hi, I’m
Ashley Hartzog
Senior Customer Care Consultant
NY
Summary
Accomplished Senior Customer Care Consultant, adept in Microsoft Office and excelling in adaptability. Demonstrated leadership by training new hires and improving customer service processes, significantly enhancing client satisfaction. Known for exceptional problem-solving abilities and effective teamwork, consistently outperforming in fast-paced.
Overview
13
years of professional experience
2
Certifications
Work History
Metropolitan Life Insurance
Senior Customer Care Consultant
04.2024 - Current
Job overview
- Resolved complex customer issues, ensuring a positive and efficient experience.
- Managed high-pressure situations calmly and professionally, maintaining strong rapport with clients during difficult interactions.
- Trained new team members on company policies, procedures, and best practices in customer care.
- Demonstrated empathy towards customers'' needs while simultaneously adhering to company policies and guidelines.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Sought ways to improve processes and services provided.
- Participated in ongoing training sessions to enhance skills and stay current on industry best practices.
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Excellent communication skills, both verbal and written.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Organized and detail-oriented with a strong work ethic.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Learned and adapted quickly to new technology and software applications.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
Metropolitan Life Insurance
Customer Service Representative
08.2018 - Current
Job overview
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Sought ways to improve processes and services provided.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Exceeded performance metrics consistently, earning recognition as a top performer.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Excellent communication skills, both verbal and written.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Learned and adapted quickly to new technology and software applications.
Presbyterian Homes and Service
CNA
12.2013 - 08.2018
Job overview
- Oversaw and maintained patients' rooms, group living areas, and nurse stations.
- Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
- Maintained confidentiality of patient information according to HIPAA guidelines while communicating effectively with team members about critical updates.
- Reduced patient stress levels through effective communication and active listening skills.
- Served as a liaison between patients, families, and medical staff to ensure clear communication and understanding of treatment plans
- Assisted patients with daily living activities, promoting independence and dignity.
St Luke's Nursing Center
Food Service Worker
04.2012 - 12.2013
Job overview
- Strictly followed sanitation and food safety guidelines as required by regulatory agencies and company.
- Maintained clean, trash-free workspaces to maximize productivity and safety.
- Prepared and served various food and drink items to customer specifications in fast-paced environments.
- Verified prepared food met standards for quality and quantity before serving to customers.
- Cleaned and organized kitchen, dining and service areas.
- Operated dishwashing and sanitizing equipment according to manufacturer instructions.
Plumb Gold
Key Sales Associate
08.2011 - 04.2012
Job overview
- Maintained a clean and organized store environment, enhancing the overall shopping experience for customers.
- Helped customers complete purchases, locate items, and join reward programs.
- Greeted customers and provided outstanding customer service.
- Developed strong relationships with repeat clients, leading to increased loyalty and return visits.
- Continuously met or exceeded performance metrics in areas such as sales volume, upselling success rates, and customer service feedback scores.
Education
Vernon-Verona-Sherrill High School Verona, NY
Advanced Regents Diploma
06.2011
Skills
- Microsoft Office
- Follow-up skills
- Call Center Operations/Customer Service
- Staff/Product education and training
- Time management
- Multitasking and organization
- Adaptability and flexibility
- Decision-making
- Verbal/Email communication and correspondence
- Documentation and reporting
- Senior leadership support
- Teamwork and collaboration
- Problem-solving abilities
Accomplishments
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Telephone and E-mail Service - Professionally processed 40+ calls and/or e-mails per day, providing information and service to ensure customer satisfaction.
Certification
Adjunct Trainor
Job Coach
Timeline
Senior Customer Care Consultant
Metropolitan Life Insurance
04.2024 - Current
Customer Service Representative
Metropolitan Life Insurance
08.2018 - Current
CNA
Presbyterian Homes and Service
12.2013 - 08.2018
Food Service Worker
St Luke's Nursing Center
04.2012 - 12.2013
Key Sales Associate
Plumb Gold
08.2011 - 04.2012
Vernon-Verona-Sherrill High School
Advanced Regents Diploma
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