Microsoft
Ashley Levesque
Member Service Representative
Derry,NH
Summary
Professional service professional with focus on member satisfaction and seamless service delivery. Experience in addressing member needs and ensuring positive interaction experience. Known for strong collaboration skills and adaptability to changing requirements. Reliable in supporting team efforts and maintaining high service standards. Experienced with handling member inquiries and delivering comprehensive support. Utilizes excellent communication and problem-solving skills to resolve issues efficiently. Knowledge of fostering positive member relationships and enhancing service satisfaction. Professional with strong background in providing exceptional service and support in customer-focused environment. Expertise in resolving inquiries, managing accounts, and fostering relationships. Known for collaborative spirit and adaptability, consistently driving team success and positive outcomes. Skilled in communication, problem-solving, and multi-tasking in fast-paced settings.
Overview
9
9
years of professional experience
15
15
Years of customer service experience
Work History
Member Service Representative
Digital Federal Credit Union
06.2025 - Current
- Help large volume of customers every day with a positive attitude and focus on customer satisfaction.
- Provid exceptional service through active listening, understanding member needs, and offering appropriate solutions.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries and concerns.
- Maintained high-quality service by adhering to company policies and standards in all member interactions.
- Verifies customer identification and documentation for compliant transactions.
Lead Contact Representative
Internal Revenue Service (IRS)
Andover, MA
06.2024 - 03.2025
- As a Lead Contact Representative I am responsible for overseeing a team of contact representatives, ensuring efficient and accurate handling of customer inquiries, complaints, and requests. This role involves training, coaching, and providing support to team members while managing customer interactions and ensuring service excellence.
- Lead, supervise, and mentor a team of contact representatives to ensure they meet performance and quality standards.
- Serve as a point of escalation for complex or unresolved customer issues, providing solutions or guidance as needed.
- Provide training and development to new and existing team members, ensuring they are up-to-date on products, services, and procedures.
- Monitor team performance and provide regular feedback, coaching, and performance evaluations.
- Maintain up-to-date knowledge of company policies, procedures, and systems to provide accurate information to customers and team members.
- Assist in the creation and implementation of strategies to improve customer service efficiency and effectiveness.
- Ensure customer inquiries are handled professionally and promptly, including resolving issues, providing product information, or processing requests.
- Track and analyze team metrics to ensure targets are being met and identify areas for improvement.
- Collaborate with other departments to resolve customer issues and enhance overall customer satisfaction.
Tax Examining Technician
Internal Revenue Service
Andover, MA
10.2021 - 06.2024
- As a full-time Tax Examining Technician, one of my key responsibilities is to build strong relationships with the employees I'm training. I ensure that our procedures are up-to-date and stay informed on any changes to maintain accuracy. I remain committed to delivering professional and approved presentations, staying true to the training standards. Additionally, I actively participate in and assist with planning weekly team-building activities.
Customer Service Representative
Internal Revenue Service
Andover, MA
03.2016 - 10.2021
- As a customer service representative, I assist taxpayers with refund and balance inquiries, helping them find resolutions to any balance issues. This often involves making adjustments and setting up payment agreements. Educating taxpayers is my favorite part of the role; I empower them with the knowledge they need to improve their financial situation, pay off balances, and minimize penalty and interest charges.
- Additionally, as an instructor, I teach both new hires and seasoned employees in skill-building classroom settings.
Education
High school diploma - Automotive
Shawsheen Valley Regional Vocational Technical School
05.2011
Skills
- Microsoft Office
- Computer Operation
- Computer skills
- Microsoft Powerpoint
- Sales
- Organizational skills
- Upselling
- Customer relationship management
- Insurance sales
- Leadership
- Communication skills
- Supervising experience
- Customer Service
- Account Management
- Customer support
- Microsoft Word
- Time management
- Project management
Task delegation
Policy enforcement
CRM software
Teamwork
Teamwork and collaboration
Customer service
Problem-solving
Attention to detail
Understanding customer needs
Customer service excellence
Certification
- Driver's License
- Life & Health Insurance License
Personal Information
- Visa Status: Authorized to work in the US for any employer
- Driving License: Driver's License
- Work Permit: Authorized to work in the US for any employer
Awards
Managers Award, 2025-03-01, Managers award for exceeding expectations and going above and beyond the scope of my duties.
Timeline
Member Service Representative
Digital Federal Credit Union
06.2025 - Current
Lead Contact Representative
Internal Revenue Service (IRS)
06.2024 - 03.2025
Tax Examining Technician
Internal Revenue Service
10.2021 - 06.2024
Customer Service Representative
Internal Revenue Service
03.2016 - 10.2021
High school diploma - Automotive
Shawsheen Valley Regional Vocational Technical School
Accomplishments
- Supervised team of 15 staff members.
- Collaborated with team of 25 in the development of Training Content.
- Presented training material to class of 45+ people.
- Mentor and monitor new employees through certification process.
- Certified Instructor of Adults.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimeLocation Preference
RemoteHybridOn-SiteImportant To Me
Career advancementWork-life balanceCompany CultureFlexible work hoursPersonal development programsPaid sick leavePaid time off401k matchStock Options / Equity / Profit SharingWork from home optionQuote
Work begins when the fear of doing nothing at all finally trumps the terror of doing it badly.
Alain de Botton
Software
Windows
Zoom
Interests
Art
Gardening
Languages
English
Native or Bilingual
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