Ashley Houston
St Louis,MO
Summary
A personable and dedicated customer service representative with extensive experience in customer relations and Data Entry. I work hard to be a solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Relentlessly motivated to maintain customer satisfaction and contribute to company success makes me an asset in whichever role and/or department assigned.
Overview
8
8
years of professional experience
Work History
ERS Member Specialist
AAA
Remote
04.2023 - Current
- Dispatches roadside assistance requests in a timely manner to service providers using a variety of communications channels.
- Engage with AAA Members by providing an exceptional customer experience.
- Communicates to service providers the pertinent information needed to provide timely assistance to AAA members.
- Effectively uses computer systems for tracking, information gathering, and/ or troubleshooting.
- Prioritize service requests based on various criteria (safety, weather, traffic, etc.) to ensure police and other emergency calls are handled within established timeframes.
- Monitors the progression of roadside assistance requests and ensures documentation is though and accurate.
Customer Service Support Representative
Quest Diagnostics
Remote
08.2020 - 04.2023
- Cross trained in multiple departments to know all company needs and train new employees
- Analyzed and updated all necessary changes to Salesforce software
- Processed customer service requests via phone support and email support
- Customized CRM using the most up-to-date tools (i.e., workflows, triggers)
- Noted customer correspondence in CRM to track requests, problems and solutions
- Properly diagnosed customer needs and proactively educated them about the features and benefits of company products and services
- Audited internal data and processes to identify and manage initiatives, improving business performance
- Recommended metrics and models based on observed trends
- Worked with internal teams to understand business needs and changing strategies.
Data Entry/ Administrative Representative
St. Louis Heart And Vascular
St Louis, MO
07.2019 - 08.2020
- Performed administrative tasks and assisted in executing business solutions
- Successfully entered data into company database and validated the accuracy of valuable company information
- Used and analyzed data from automated information aggregators to update the database
- Generated data reports, enter company findings into the database and perform backups
- Supported data entry across departments as requested, switching promptly to new projects.
Customer Services Representative
Spectrum
St Louis, MO
01.2017 - 06.2019
- Assisted staff with resolving complex customer issues and implementing targeted solutions
- Cross trained in multiple departments to process customer service requests via phone support, email support or live chat when needed
- Documented customer correspondence in CRM to track requests, problems and solutions
- Properly diagnosed customer needs and proactively educated them about the features and benefits of company products and services
- Guided customers through troubleshooting, navigating the company website/mobile app or using the products or service using digital tools
- Assisted customers by providing confirmations, answering questions and offering general information.
Education
DIPLOMA -
Mccluer South-Berkeley High School
Ferguson, MOSkills
- Efficient and Detail-Oriented
- Technical Support
- Medical Insurance Rep
- Supervisory Experience
- Sales
- Email Support
- Salesforce
- Zendesk
- Understanding Customer Needs
- Creative Problem Solving
- Call Documentation
- Order and Refund Processing
- Data Entry
- CRM Software
- LiveChat Support
- Microsoft Office
- Billing
Timeline
ERS Member Specialist
AAA
04.2023 - Current
Customer Service Support Representative
Quest Diagnostics
08.2020 - 04.2023
Data Entry/ Administrative Representative
St. Louis Heart And Vascular
07.2019 - 08.2020
Customer Services Representative
Spectrum
01.2017 - 06.2019
DIPLOMA -
Mccluer South-Berkeley High School