ASHLEY JACQUES
Premier Eye Care
Boca Raton
11
years of professional experience
Dedicated and results-driven Team Leader with over 8 years in enhancing customer service operations in the pet supply and pharmaceutical sectors. Demonstrated expertise in elevating team performance, spearheading key initiatives, and resolving high-level escalations, consistently surpassing KPIs and Quality Assurance benchmarks. Instrumental in leading large teams and launching new service centers, showcasing adaptability and a commitment to excellence. Actively seeking team leading roles, bringing a wealth of customer service management expertise. Open-minded and eager to acquire new skills, with a reputation as a proactive achiever dedicated to continuous improvement and delivering outstanding customer experiences.
Work History
Network Management Representative
2 Years 8 Months- Analyzed network performance data to identify and resolve connectivity issues.
- Implemented process improvements that enhanced team efficiency and service delivery.
- Coordinated with cross-functional teams to ensure seamless network operations and client satisfaction.
- Developed training materials for new hires, enhancing onboarding experience and knowledge retention.
- Led initiatives to optimize network resources, resulting in improved system reliability and performance.
- Reduced downtime through proactive monitoring of network health and addressing issues promptly.
- Managed relationships with vendors, negotiating contracts for cost-effective solutions and services.
- Organized and maintained patient records using electronic health record (EHR) systems to ensure data accuracy.
- Processed and filed medical documentation, adhering to privacy regulations and compliance standards.
- Coordinated with healthcare professionals to retrieve and verify patient information for treatment continuity.
- Managed requests for patient information from insurance companies, facilitating timely processing of claims.
- Ensured HIPAA compliance by adhering to strict confidentiality guidelines when handling sensitive patient information.
- Maintained confidentiality of all medical records and sensitive information to comply with HIPAA regulations.
- Processed medical records requests from outside providers according to facility, state, and federal law.
- Scanned medical records in digital format for easy retrieval and accessibility.
- Supported medical staff by providing organized and accurate medical records.
- Assisted in training new Medical Records Clerks, sharing best practices for managing files efficiently while maintaining confidentiality.
- Collaborated with physicians and nurses, providing timely access to accurate and up-to-date medical records.
Operations Coordinator
3 Years 3 Months- Streamlined inventory management processes to enhance stock accuracy and availability.
- Led initiatives to optimize supply chain logistics, reducing lead times and improving service levels.
- Ensured compliance with industry regulations, keeping accurate records and managing audits as required.
- Assisted with monthly inventory counts.
- Tracked incoming material on inventory tracking sheets and Software.
- Optimized inventory organization and upkeep procedures.
TEAM LEAD
4 Years 3 Months- Elevated team performance by consistently achieving and often exceeding KPIs and Quality Assurance targets through tailored individual goal-setting and monthly performance reviews.
- Streamlined and resolved escalated customer issues, leading to increased satisfaction and improved team efficiency in adherence to company processes.
- Successfully onboarded and integrated a large team of over 20 agents, including senior agents, through targeted training on new processes and system updates, contributing to an increase in overall team efficiency.
- Reduced the frequency of escalated patient and VIP complaints through effective issue resolution and proactive team guidance.
- Played a key role in talent acquisition by participating in the screening and interviewing of prospective customer service agents, contributing to meaningful team growth without compromising quality.
- Spearheaded real-time phone monitoring initiatives that resulted in an improvement in customer satisfaction scores.
- Maintained high accuracy in payroll and PTO management through meticulous tracking and approval processes using ADP, ensuring zero payroll discrepancies.
TEAM LEAD
3 Years 11 Months- Successfully spearheaded a team of 25 agents in a department totaling 100, ensuring timely and effective support, leading to an improved work environment and efficiency.
- Optimized team productivity by consistently achieving and often surpassing KPIs and Quality Assurance benchmarks through tailored training and individual goal-setting.
- Elevated customer satisfaction by effectively resolving escalated issues and optimizing internal procedures for greater efficiency.
- Successfully resolved high-level customer and VIP escalations across both phone and email channels, reinforcing the company's commitment to exceptional customer service.
- Played a pivotal role in the recruitment process, aiding in the selection and onboarding of skilled agents to strengthen the specialized Vet Diet/Prescriptions team.
- Enhanced customer interactions by initiating real-time phone monitoring, leading to improved feedback and refined agent performance.
- Acted as a cornerstone in Chewy's expansion by aiding in the launch of two new call centers in Dallas, TX, and Louisville, KY, taking on the role of Travel Team Lead to ensure smooth transitions and upholding the brand's service standards.
Education
Skills
Team Leadership & Development
Customer Service Excellence
Quality Assurance
Payroll & PTO Management
Talent Acquisition & Onboarding
Training & Employee Development
Strategic Planning & Initiative Rollout
Issue Resolution & Escalation Handling
Performance Metrics & KPI Management
Real-Time Monitoring & Feedback Analysis
Process Optimization & Workflow Management
Microsoft Office
Google Apps & ADP
Timeline
Network Management Representative
Premier Eye Care
12.2023 - CurrentRead More
Operations Coordinator
Sephora
10.2022 - 01.2026Read More
TEAM LEAD
vitaCare Prescription Services
06.2019 - 09.2023Read More
TEAM LEAD
Vet Diet/Prescriptions, Chewy
07.2015 - 06.2019Read More
Broward College
Read More
Florida Atlantic University
Read More