Ashley Jones
Orlando,United States
Summary
Highly motivated Client Service Manager with great time management and organizational skills. Has the desire to take on new challenges, while successfully handling tasks in a high-volume setting and providing detail-oriented work. Demonstrates superb judgment in balancing customer, employee, and company objectives.
Overview
10
10
years of professional experience
Work History
Client Service Manager
OptumRx
Orlando, FL
04.2022 - Current
- Maintained client relationships by partnering with internal teams to understand client goals and objectives.
- Reviewed completed work to verify consistency, quality and conformance.
- Oversaw projects by conveying and managing deliverables.
- Delivered high level of service to clients to both maintain and extend relationships for future business opportunities.
- Researched issues and made quick decisions to achieve efficient and effective resolutions.
- Managed and updated case log information to keep records accurate and current.
Operations Supervisor
OptumRx
Orlando, FL
10.2017 - 04.2022
- Directed day-to-day operations by spearheading implementation of short-term and long-term strategies to achieve business plan and profitability goals.
- Conducted performance reviews by providing coaching and feedback to benefit both company and employee.
- Implemented policies and standard operating procedures to help with the overall retention of high touch clients, while managing teams quality and customer service.
- Delivered positive customer experiences by implementing effective quality assurance practices.
- Oversaw financial and payroll activities for direct reports.
- Reviewed daily financial performance and assisted with implementing strategies to help with meeting client performance goals.
- Achieved and surpassed production targets through effective staff management, task allocation and materials coordination.
Team Lead
OptumRx
Orlando, FL
06.2016 - 10.2017
- Maintained positive work ethic and commitment to providing excellent service to improve operations efficiency and customer satisfaction.
- Assisted customer service advocates and members who were routed to the assist line, while working to efficiently resolve assigned escalation tasks.
- Collaborated with the account management team to assist with proactively reviewing advocate calls for the Omnicom client.
- Submitted weekly call review reports to the Service Account Manager for the PURPC client.
- Attended client calibrations for the organizations high touch clients including: PURPC, Goodyear, General Board of Pensions and Exelon.
Customer Service Representative
OptumRx
Orlando, FL
02.2015 - 06.2016
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
Education
Associate of Arts -
Columbia College
Orlando, FLSkills
- Active Listening
- Critical Thinking
- Organizational Skills
- Time Management
- Cross-Functional Collaboration
- Issue Resolution
- Processes and Procedures
- Efficient and Detail-Oriented
- Multitasking and Prioritization
Timeline
Client Service Manager
OptumRx
04.2022 - Current
Operations Supervisor
OptumRx
10.2017 - 04.2022
Team Lead
OptumRx
06.2016 - 10.2017
Customer Service Representative
OptumRx
02.2015 - 06.2016
Associate of Arts -
Columbia College