Ashley Leiss
Steele
Summary
I have been with BEK for 4 years, in those 4 years I have done a lot of different jobs, one that I am extremely proud of is how I have excelled in Capital Credit knowledge. I am your “go to gal” anything Capital Credit related. I have also excelled in my trouble shooting knowledge around Calix CMS and SMX as well as accurately documenting all toubles in IVUE.
Overview
9
9
years of professional experience
Work History
Medication Aide
Golden Manor
11.2023 - Current
- Maintained a safe and clean environment by adhering to infection control protocols during medication administration.
- Achieved high levels of efficiency while distributing medications by organizing daily routines around individual patient schedules and needs.
- Took patient vital signs, height, and weight measurements and monitored glucose and patient wellbeing.
- Coordinated daily medicine schedules and administration to help clients address symptoms and enhance quality of life.
Customer Support Representative
BEK Communications
11.2020 - Current
- Participated in ongoing training to learn new products and enhance skills to optimize customer support delivery.
- Resolved customer complaints by distinguishing, prioritizing and reporting technical issues.
- Managed escalated calls with professionalism, ultimately resolving complex issues to the satisfaction of both the client and company.
- Balanced multiple priorities while maintaining a focus on excellent communication skills and attention to detail.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Provided empathetic support for customers experiencing difficulties or dissatisfaction, resulting in improved loyalty.
- Utilized CRM tools effectively to track customer interactions, maintain records, and provide personalized assistance when needed.
- Trained new hires on company policies, procedures, and best practices in customer support roles.
- Exceeded performance metrics by consistently providing high-quality support to clients.
- Consistently received positive feedback from both customers and colleagues alike due to dedication towards outstanding service delivery.
- Documented customer interactions in computer system and assisted cross-functionally with billing and technical support to deliver high-quality customer service.
- Delivered exceptional customer service by prioritizing emergency issues and developing and employing workarounds to solve problems expeditiously.
- Recommended solutions to complex situations through research and critical thinking and escalated customer to supervisor for enhanced support.
- Collaborated with team members to identify areas of improvement in customer service protocols.
- Supported customer questions and issues by gathering data, analyzing needs, evaluating possible resolutions and implementing best solutions.
- Maintained comprehensive knowledge of products and services, ensuring accurate information was provided to customers.
- Handle all Capital Credit Retirement questions and submit all required paperwork for payouts to our Board of Directors.
- Utilized the Query Builder for all customer call outs for Non Pay Disconnects, Payment Reminders, Expired Cards, Declined Cards.
- Process payments that come through the mail
- Process all Bank reverals for NSF checks and closed, Stop payment on customer checks.
- Access and pull payments from Banks so those can be applied to customer accounts
Certified Nursing Assistant
Ave Maria Village
10.2015 - 11.2023
- Provided high-quality personal care services such as bathing, grooming, dressing, and feeding to ensure patient dignity.
- Assisted patients with daily living activities for enhanced comfort and wellbeing.
- Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
- Maintained a clean, safe environment by sanitizing surfaces, changing linens, and disposing of waste properly.
Member Service Manager
First Community Credit Union
10.2019 - 10.2020
- Developed highly effective communication, interpersonal and active listening skills, which were used for interacting with people of all different backgrounds and cultures.
- Assessed call data and comprised information into reports, which summarized team performance.
- Supervised service operations, managing and supporting team members to perform at peak level at all times.
- Collaborated with team members to develop and implement targeted member outreach initiatives.
Education
High School -
Oregon City Service Learning Academy
Oregon City05.2011
Skills
- Problem-Solving
- Team coordination
- Attention to Detail
- Fast learner
- Eager to learn new things
- Knowledge with some NISC software
Timeline
Medication Aide
Golden Manor
11.2023 - Current
Customer Support Representative
BEK Communications
11.2020 - Current
Member Service Manager
First Community Credit Union
10.2019 - 10.2020
Certified Nursing Assistant
Ave Maria Village
10.2015 - 11.2023
High School -
Oregon City Service Learning Academy
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