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
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
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