Summary
Overview
Work History
Education
Skills
Websites
Accomplishments
Timeline
Ashley Jones

Ashley Jones

Chatsworth,GA

Summary

Versatile technical support representative adept at providing consumers with concise instructions and useful guidance. Positively influences all client interactions and technical work for supported services. A diligent, organized, and attentive employee who works quickly to achieve deadlines that are strict.

Overview

17
17
years of professional experience

Work History

Technical Support

Transcom (Remote)
Denver, CO
02.2021 - Current
  • Achieve 98.1% average customer satisfaction rating on CSAT's scores; maintain reliability with attendance and assigned adherence schedule
  • Provided Tier 1 IT support to non-technical internal users through desk side support services.
  • Answer 50+ calls and emails daily regarding iOS iPhone technical issues assist with troubleshooting, run diagnostics, or set up in-store services
  • Proficient computer knowledge, accurately type 80+ wpm and followed all procedures and policies while maintaining professionalism
  • Removed malware, ransomware, and other threats from laptops and desktop systems.
  • Installed, modified, and repaired software and hardware to resolve technical issues.

Customer Service Advisor

BlackBoard (Remote)
Reston, VA
09.2018 - 12.2020
  • Process payments for tuition and financial aid refund accounts, notated important customer or student data, and update records with customer or student information
  • Providing first-call resolution while following strict procedures that comply with confidentiality guidelines concerning parents of minors
  • Handled 80+ customer inbound calls per day during peak season, giving detailed, polite, and professional service to ensure customer retention and secure contracts.
  • Responded to customer needs through competent customer service and prompt problem-solving.
  • Monitored metrics and developed actionable insights to improve efficiency and performance.

Chat Support

ModivCare (Remote)
Chatsworth, GA
05.2017 - 08.2018
  • Employed comprehensive benchmarks to establish and monitor customer service standards.
  • Investigated and resolved pricing and database issues to maintain accuracy and efficiency of quotes and turn-around times.
  • Hosted forums for current and prospective customers to share concerns, thoughts and ideas.
  • Managed department call volume of 60-80 calls per day and coordinated department schedules to maximize coverage during peak hours.
  • Directed intelligence gathered from customer support channels to product and data science teams to improve products and user experience.

Administrative Assistant

Southeast Kentucky Community Technical College
Cumberland, KY
08.2006 - 06.2017
  • Proposed more efficient recruiting techniques to increase grant requirements for funding, which was well-received and implemented by management
  • Maintained employee records for Human Resources department as organization grew by 164% over span of two years, with 401K and payroll documentation
  • Handled incoming and outgoing mail and packages, maintained employees, and scheduled GED testing appointments and project management expenditures.
  • Coordinated and scheduled meetings and conference calls to optimize scheduling of senior staff
  • Developed and updated spreadsheets and databases to track, analyze, and report on performance and sales data

Education

BBA - Business Administration And Management

UNIVERSITY OF WEST ALABAMA, Livingston, AL
05.2025
  • GPA: 3.98
  • Awarded Business Honors Program
  • Dean's and President List: Fall and Spring Semesters 2021-2023

Associate of Arts - Business Administration And Management

SOUTHEAST KENTUCKY COMMUNITY TECH COLLEGE, Cumberland, KY
12.2021
  • GPA: 3.89
  • 2020-2022 Dean and President's List 2020-2021,
  • KEHEA's scholarship 2002-2005


Skills

  • Customer Engagement
  • Software and Hardware Issues
  • Effective Written and Verbal Communication
  • Advanced MS Office Suite Knowledge
  • Sales Plan Implementation
  • Analytical and Critical Thinking
  • Retail Sales Customer Service
  • Active Listening

Accomplishments

  • Dean's List 2021-2022, Awarded Business Honors Program
  • 2020-2022 Dean and President's List 2020-2021, KEHEA's scholarship 2002-2005

Timeline

Technical Support - Transcom (Remote)
02.2021 - Current
Customer Service Advisor - BlackBoard (Remote)
09.2018 - 12.2020
Chat Support - ModivCare (Remote)
05.2017 - 08.2018
Administrative Assistant - Southeast Kentucky Community Technical College
08.2006 - 06.2017
UNIVERSITY OF WEST ALABAMA - BBA, Business Administration And Management
SOUTHEAST KENTUCKY COMMUNITY TECH COLLEGE - Associate of Arts, Business Administration And Management
Ashley Jones