Ashley Johnson
Drummonds,TN
Summary
Personable and dedicated Customer Service Specialist offering extensive experience in customer support, skills to prioritize and multi-task in fast-paced working environment, and strong aptitude for working with little supervision in remote environments. Competent in listening to customer needs, meeting quality standards, and staying current on product and service updates. Highly empathetic and supportive team player.
Overview
13
13
years of professional experience
Work History
Personal Sabbatical
Unemployed In Tennessee
Drummonds, TN
10.2022 - 02.2025
- During this time, I was the primary caretaker for my mother while she was hospitalized multiple times and after she returned home. I stayed with her constantly in the hospital, provided assistance in her home with all aspects of her care including bathing, medication management, wound dressing changes, physical therapy, housekeeping, cooking meals, grocery shopping, and paying bills, and I provided assistance with commuting to frequent medical care appointments until she recovered.
- In addition to this, I also had three deaths occur in the family in the very short span of a few months. I took time away from the workforce to grieve, offer support to other family members, handle funeral arrangements, and settle estates.
- After taking the time to handle these things, I am ready and eager to return to the workforce as soon as possible.
Patient Resupply Specialist-Remote
Apria Healthcare
Drummonds, TN
11.2020 - 10.2022
- Answered phone calls, provided information, and connected callers to appropriate personnel.
- Assisted patients and referrals by accepting and coordinating resupply orders, identifying patients' needs, clarifying information, arranging for patients to receive supplies on an ongoing basis, and providing solutions and/or alternatives.
- Entered and processed supply orders received via phone calls from patients, referral sources, and payors.
- Confirmed accuracy of patient's eligibility and medical information to effectively facilitate order fulfillment.
- Communicated patient and insurance billing process to ensure that patient understands his/her financial responsibility.
- Collected payment and made payment arrangements.
- Verified order status and correctly relayed tracking information.
- Expedited patient problems and complaints with possible resolutions to maximize satisfaction.
- Accurately documented patient account to ensure comments, discussions and concerns are captured correctly.
- Frequently attended training to improve knowledge and performance levels.
- Offered ideas, suggest changes, and identify opportunities that enhance business growth in a positive and constructive manner.
Patient Services Representative-Remote
TriWest Healthcare Alliance
Memphis, TN
02.2019 - 10.2020
- Documented and managed patient information in computer system.
- Exceeded performance metrics such as average handle time of nine minutes or less, average hold time of thirty seconds or less, and maintained an average of at least 90% on Quality Assurance graded calls.
- Referred patients to appropriate professionals and services.
- Scheduled and confirmed patient appointments with patients and healthcare professionals.
- Accessed patient information through various software applications, maintaining strict confidentiality to remain compliant with HIPAA regulations.
- Supported hospital and clinic operations using customer service skills and detailed system knowledge.
- Coordinated with patients and healthcare professionals to meet patient needs.
- Addressed patients' complaints-head on, investigated concerns and worked with medical staff to devise solutions.
Apple Online Store Specialist-Remote
Concentrix/Convergys
Memphis, TN
07.2018 - 11.2018
- Provided phone support for customers placing orders on the Apple Online Store and Apple Store App.
- Educated customers about useful and relevant device features that fit their needs, prices and financing options, and product availability.
- Responded to customer email inquiries regarding previous purchases and warranty periods in a timely and professional manner.
- Communicated with teammates and leadership via phone, chat, and email; attended virtual weekly meetings via Webex.
- Consistently exceeded Quality Assurance goals, average handle time goals, and average hold time goals.
Tier 1 Mac+ Advisor-Remote
Kelly Connect
Memphis, TN
04.2017 - 10.2017
- Resolved customer inquiries regarding Apple product technical support questions via phone, email, and web-based chat.
- Utilized multiple applications and navigated various websites to effectively help the customer.
- Coordinated Genius Bar appointments and mail-in repair service that met customer needs and situation.
- Resolved hardware and software issues with iMacs, Macbooks, iPhones, iPads, iPods, and Apple Watches.
- Maintained up-to-date product knowledge on operating systems, software compatibility, and troubleshooting steps.
- Communicated with teammates and leadership via phone, chat, and email; attended virtual weekly meetings via Webex.
- Provided superior one-call resolution of customer inquiries in an effective and timely manner.
Manager in Training
Aerie By American Eagle Outfitters
Bartlett, TN
02.2016 - 04.2017
- Collaborated with staff to maximize customer satisfaction, streamline procedures and improve bottom-line profitability.
- Followed Store Manager's advice to improve leadership and supervisory skills.
- Delegated work to staff, setting priorities and goals.
- Worked closely with customers to understand needs and resolve diverse issues.
- Assisted Store Manager in coordinating activities, updating team members and managing inquiries for consistent delivery of quality products and services.
- Remained calm and professional in stressful circumstances and when dealing with unhappy customers, effectively diffusing situations.
- Spearheaded training initiatives to improve employee performance and bottom-line business results.
- Recruited, hired and trained new employees, including monitoring and review of individual performance.
- Met with each associate to establish realistic monthly sales goals.
- Forecasted trends in expected business levels and adjusted labor and inventory to match expectations.
- Completed thorough opening, closing and shift change functions to maintain operational standards each day.
Assistant Store Manager
Gymboree
Bartlett, TN
02.2015 - 02.2016
- Assisted in overall day-to-day operations of store, including continuous development of effective store associates to achieve desired sales and results.
- Set schedules and delegated assignments based on team strengths to optimize floor coverage and service levels.
- Reviewed monthly sales and performance reports to support operational planning and strategic decision-making.
- Coached and developed store associates through formal and informal interactions.
- Completed frequent walk-throughs and directed team members to correct issues impacting store appearance or professionalism.
- Provided mentorship for employees to generate sales, promote effective upselling and cross-sell to improve retail productivity.
- Assessed, optimized and elevated operations to target current and expected demands.
- Supervised cashiers in processing credit, debit, and cash payments to streamline sales.
- Accurately managed shipment processing, providing direction to associates and overseeing inventory activities.
- Formed and sustained strategic relationships with clients.
- Monitored metrics to verify asset stability and effectiveness in strategies designed to increase profit margin.
- Motivated employees to share ideas and feedback.
Assistant Store Manager
Yankee Candle
Bartlett, TN
10.2013 - 04.2014
- Assisted in overall day-to-day operations of store, including continuous development of effective store associates to achieve desired sales and results.
- Reviewed monthly sales and performance reports to support operational planning and strategic decision-making.
- Coached and developed store associates through formal and informal interactions.
- Completed frequent walk-throughs and directed team members to correct issues impacting store appearance or professionalism.
- Collaborated with staff to maximize customer satisfaction, streamline procedures and improve bottom-line profitability.
- Provided mentorship for employees to generate sales, promote effective upselling and cross-sell to improve retail productivity.
- Supervised cashiers in processing credit, debit, and cash payments to streamline sales.
- Oversaw aspects of maintenance, inventory and daily activity management.
- Lead team of 5 employees in sales and service functions.
- Formed and sustained strategic relationships with clients.
- Trained, managed and motivated employees to promote professional skill development.
- Assessed each employee's individual strengths and delivered mentoring to improve upon weak skill levels.
- Forecasted sales, allocated resources and managed labor to improve productivity metrics.
Seasonal Sales Associate
The Children's Place
Bartlett, TN
09.2013 - 11.2013
- Arranged new merchandise with signage and appealing displays to encourage customer sales and move overstock items.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Built trusting relationships with customers by making personal connections.
- Recorded and resolved daily transactions to promote revenue generation and customer satisfaction.
- Retained product, service and company policy knowledge to serve as resource for both coworkers and customers.
- Answered incoming telephone calls to provide store, products and services information.
- Worked with fellow sales team members to achieve group targets.
- Offered product and service consultations and employed upselling techniques.
- Assisted teammates with sales-processing tasks to meet daily sales goals.
- Built and maintained relationships with peers and upper management to drive team success.
Employee Trainer
McAlister's Deli
Millington, TN
03.2012 - 11.2012
- Greeted trainees cheerfully and created upbeat atmosphere to increase comfort and advance learning.
- Offered clear and precise corrective feedback with direction for improvement and next steps.
- Asked employees to repeat specific tasks set number of times to build confidence and speed.
- Praised and encouraged employees by recognizing tasks completed correctly.
- Presented step-by-step job task instructions clearly and offered opportunities to ask questions for clarification.
- Monitored staff completing work activities to further explain instructions and correct performance issues.
- Assisted Store Manager with opening and closing duties including end of day reports and register reconciliation.
Education
Cosmetology License - Cosmetology
Paul Mitchell The School - Memphis
Memphis, TN07.2011
High School Diploma -
Munford High School
Munford, TN05.2010
Skills
- Customer Service
- Leadership
- Conflict Resolution
- Medical Documentation
- Scheduling Coordination
- Data Entry
- Phone Etiquette
- Self-Motivated
- Troubleshooting Abilities
- Computer Skills
- Team Building
- Application Support
- POS Systems Operations
- Merchandising
- Sales Techniques
- Supervision and Training
- Schedule Management
- Customer Retention
- Recruiting and Hiring
- Emotional Awareness
- Critical Thinking
- Active Listening
- Appointment Coordination
- Meticulous Attention to Detail
- Multi-Line Telephone Systems
- Research and Analytical Skills
- Strong Organizational Skills
- Verbal and Written Communication
- Confidentiality and Data Protection
- Professional and Courteous
- Order Processing
- High Volume Phone Inquiries
- Inventory Management
Education and Training
other,other
References
Katrina Coleman - Co-Worker, Apria Healthcare
Phone: 731-988-6237
Kathy Berry - Co-Worker, Apria Healthcare
Phone: 901-451-7312
Christina Eanes - Co-Worker, Apria Healthcare
Phone: 901-687-6476
Amy Joyner - Former Store Manager, Gymboree
Phone: 901-574-2588
Maria Roberts - Co-Worker, Concentrix/Convergys
Phone: 914-564-1169
Chelsea Turnbow - Classmate, Paul Mitchell The School-Memphis
Phone: 901-569-8899
Timeline
Personal Sabbatical
Unemployed In Tennessee
10.2022 - 02.2025
Patient Resupply Specialist-Remote
Apria Healthcare
11.2020 - 10.2022
Patient Services Representative-Remote
TriWest Healthcare Alliance
02.2019 - 10.2020
Apple Online Store Specialist-Remote
Concentrix/Convergys
07.2018 - 11.2018
Tier 1 Mac+ Advisor-Remote
Kelly Connect
04.2017 - 10.2017
Manager in Training
Aerie By American Eagle Outfitters
02.2016 - 04.2017
Assistant Store Manager
Gymboree
02.2015 - 02.2016
Assistant Store Manager
Yankee Candle
10.2013 - 04.2014
Seasonal Sales Associate
The Children's Place
09.2013 - 11.2013
Employee Trainer
McAlister's Deli
03.2012 - 11.2012
Cosmetology License - Cosmetology
Paul Mitchell The School - Memphis
High School Diploma -
Munford High School