Ashley Maden
Johnson City,TN
Summary
Motivated professional with strong leadership, communication, and collaboration skills, committed to supporting organizational goals and inclusive workplace initiatives.
Overview
22
22
years of professional experience
Work History
Payment Specialist
Citibank, NA
Johnson City, TN
05.2023 - Current
- Processed high-volume payment transactions accurately and efficiently.
- Resolved payment discrepancies through detailed investigation and communication with clients.
- Collaborated with cross-functional teams to enhance payment processing workflows.
- Monitored transaction compliance with regulatory requirements and internal policies.
- Streamlined payment reconciliation procedures, reducing processing time significantly.
- Provided training and support to junior team members on payment systems and protocols.
- Developed strong relationships with banks, credit card processors, and other external partners for seamless collaboration in handling payments.
- Safeguarded sensitive financial data through strict adherence to privacy policies and implementation of robust security measures.
- Trained new team members on company-specific software and standard operating procedures for efficient onboarding.
- Provided exceptional support to customers by addressing inquiries related to billing and payments in a timely manner.
- Maintained up-to-date knowledge of industry trends, regulations, and best practices to ensure compliance in all payment processes.
Cleaner
Self-employeed
Johnson City, TN
01.2013 - 05.2023
- Maintained cleanliness and organization of residential and commercial properties.
- Utilized eco-friendly cleaning products to ensure safe environments for clients.
- Developed efficient cleaning schedules tailored to client needs and preferences.
- Trained new hires on effective cleaning techniques and safety protocols.
- Established strong client relationships through consistent communication and reliability.
- Cleaned and sanitized bathrooms, kitchens and other similar areas according to established protocols.
- Enhanced workplace cleanliness by performing thorough daily cleaning tasks, including sweeping, mopping, and dusting.
- Removed trash, debris and other waste materials from premises.
- Handled equipment, chemicals, and materials properly and with caution.
- Confirmed all cleaning tools and equipment were stored properly after use.
- Emptied trashcans and transported waste to collection areas.
- Maintained a well-organized storage area for cleaning supplies to ensure easy access and efficient use of materials.
- Cleaned and maintained lobbies, offices and other common areas in commercial buildings.
- Improved overall facility hygiene by sanitizing high-touch surfaces regularly to minimize the spread of germs.
- Increased customer satisfaction by maintaining clean restrooms and public spaces in a timely manner.
- Demonstrated an outstanding commitment to safety protocols by consistently wearing protective gear during cleaning tasks that involved hazardous materials or situations.
- Developed strong relationships with clients through professionalism and consistent delivery of reliable services tailored to their specific needs.
- Maintained high standard of cleanliness in high-traffic areas, contributing to positive first impression for visitors.
Assistant Manager
Security Finance
Johnson City, TN
01.2012 - 01.2014
- Led team in implementing process improvements, enhancing operational efficiency and service delivery.
- Developed training programs for new staff, fostering skill development and knowledge retention.
- Streamlined inventory management processes, reducing discrepancies and improving accuracy in stock levels.
- Coordinated cross-departmental initiatives, promoting collaboration and alignment on strategic goals.
- Oversaw daily operations, ensuring adherence to company policies and quality standards across all functions.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Developed strong working relationships with staff, fostering a positive work environment.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Generated repeat business through exceptional customer service.
- Oversaw daily operations of customer service department, ensuring compliance with company policies and quality standards.
- Developed strong relationships with clients, leading to increased repeat business and loyalty.
- Analyzed customer feedback data to identify trends, make improvements, and better understand client needs.
Customer Service Representative
World Finance
Johnson City, TN
01.2004 - 01.2012
- Resolved customer inquiries efficiently, ensuring timely and accurate information delivery.
- Maintained comprehensive knowledge of financial products to assist clients effectively.
- Streamlined processes for handling customer complaints, enhancing satisfaction levels.
- Trained new representatives on company policies and customer service protocols.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Improved resolution time with effective problem-solving for customer complaints.
- Enhanced payment processing efficiency by streamlining procedures and implementing automation tools.
- Evaluated and recommended improvements to current payment systems, leading to increased efficiency and reduced processing times.
- Facilitated smooth communication between finance teams, vendors, and clients to resolve payment issues promptly.
Education
Elementary Education
East Tennessee State University
Johnson City, TNHigh School Diploma -
David Crockett High School
Jonesborough, TN05-2002
Skills
- Collections management
- Customer service support
- Relationship building
- Strong client relations skills
- Collections
- Strategic thinking
- Visionary leadership
- Attention to detail
- Customer service
- Time management
- Excellent communication
- Organizational systems
Languages
English
Native or Bilingual
Timeline
Payment Specialist
Citibank, NA
05.2023 - Current
Cleaner
Self-employeed
01.2013 - 05.2023
Assistant Manager
Security Finance
01.2012 - 01.2014
Customer Service Representative
World Finance
01.2004 - 01.2012
Elementary Education
East Tennessee State University
High School Diploma -
David Crockett High School