Ashley Kalendek
Troy,NY
Summary
Team Leader experienced in developing department strategies, provides training, oversees metrics, sets goals and obtains team feedback. Excellent interpersonal and communication skills in remote and in-person environments. Big picture focus with excellence in communicating goals and vision to succeed. Problem solver, networker and process improvement enthusiast.
Overview
14
14
years of professional experience
Work History
Team Lead, Client Support
AMN Healthcare
04.2022 - Current
- Successfully support escalation resolution for five team members of various tenure while cascading tips and tricks in spirit of continuous growth.
- Develop, track, and analyze metrics for team and department, providing regular feedback and offering creative problem-solving methods to ensure goals are exceeded.
- Foster safe and positive work environment through rapport building and consistent open-door policy where team members to offer feedback, ask questions, address concerns, and seek support.
- Participate in strategic initiatives aimed at product enhancement, innovative process implementation and organizational evolution.
Senior Client Support Specialist
AMN Healthcare
07.2019 - 04.2022
- Focused on decreasing and preventing Unbilled Revenue for sensitive clients and between 2000-3000 travelers.
- Provided regular updates, trainings, shadows and check-ins for Customer Support and other internal partners.
- Continuously surpassed numeric metric goals, often at 100%, related to accuracy and timely resolution.
- Routinely seen as subject matter expert and recommended for special projects including creating video content for internal training, writing test scripts, and producing new processes to guarantee seamless client experience.
Senior Customer Account Manager II
AMN Healthcare
08.2015 - 07.2019
- Worked with high volume of healthcare professionals to ensure accurate and timely pay
- Was often delegated further communication with sensitive internal and/or external partners
- Orchestrated committee where topic delegation, communication, conflict resolution and decision making were crucial.
Inbound Sales Representative
Time Warner Cable
06.2013 - 01.2015
- Used rapport building skills to identify unique needs of customers across country and fit them with best service options.
- Participated in weekly and monthly meetings to discuss sales strategies and best practices.
Retail Sales Consultant
Prime Communications, AT&T
02.2010 - 06.2013
- Provided friendly and knowledgeable service to all guests who visited location, including base of repeat and referral customers.
- Trusted to manage bank deposits, handle patron funds and negotiation of pricing as deemed appropriate.
Education
GED -
Bethlehem Central High School
Delmar, NY2008
Skills
- Experience with Microsoft products including Excel, Outlook and Word
- Client Service and Support
- Process Improvement Initiatives
- Issue and Complaint Resolution
- Team Support
- Client Rapport-Building
- Collaborative Environments
Timeline
Team Lead, Client Support
AMN Healthcare
04.2022 - Current
Senior Client Support Specialist
AMN Healthcare
07.2019 - 04.2022
Senior Customer Account Manager II
AMN Healthcare
08.2015 - 07.2019
Inbound Sales Representative
Time Warner Cable
06.2013 - 01.2015
Retail Sales Consultant
Prime Communications, AT&T
02.2010 - 06.2013
GED -
Bethlehem Central High School