Ashley Maldonado
Orlando,Florida
Summary
Dynamic woman with extensive experience in customer service. If you want the short version that is. Im extremely energetic and love working with people who are passionate about what they do,and I love learning new things. Im extremely adaptive and down to earth, most people find it easy to talk to me and they usually open up without me having to try much at all. Im personally looking for a position that is somewhat out of my comfort zone and will help me grow in life not just the work place. I am someone who loves to stay busy and I am usually always doing something, whether its organizing , cleaning, working, doing my assignments, or being a mom. I currently attend South College here in orlando Fl to become a radiology technician.
Overview
8
8
years of professional experience
Work History
Customer Service Representative
Guardian Access Solutions
Orlando, FL
08.2023 - 10.2024
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Developed strong relationships with customers by providing personalized assistance and support.
- Monitored the progress of welding jobs to ensure accuracy and quality standards were met.
- Developed detailed welding timelines that included all necessary tasks and deadlines.
- Coordinated with vendors to ensure timely delivery of services and goods for welding.
- Oversaw the daily operations of the welding department, including organizing workflow, scheduling projects, and assigning tasks to workers.
Associate Account Representative
AMICA Mutual Insurance
03.2021 - 07.2022
- Managed extreme call volume, 50+ calls a day. On top of handling assigned projects from UW/billing/supervisors.
- Researched and recommended new products to meet customer needs.
- Collaborated with managers to provide customer feedback and recommend operational changes to meet emerging trends.
- Developed, maintained and utilized diverse client base.
- Monitored customer feedback and identified areas of improvement.
- Developed and implemented promotional strategies to increase customer base.
- Prepared and reviewed insurance applications to verify compliance with regulations.
- Analyzed risk factors to recommend appropriate coverage levels.
- Monitored changes in insurance industry to stay compliant with relevant laws and regulations.
- Cross-sold insurance products to existing clients to reach sales targets.
- Analyzed customer needs to provide customized insurance solutions.
- Educated clients on insurance policies and procedures.
- Finalized sales and collected necessary deposits.
- Responded to customer calls swiftly to resolve issues and answer questions.
Patient Service Representative
Associates In Dermatology
Orlando, FL
07.2019 - 01.2021
- Built and maintained positive working relationships with patients and staff.
- Followed document protocols to safeguard confidentiality of patient records.
- Engaged with patients to provide critical information.
- Compiled and maintained patient medical records to keep information complete and up-to-date.
- Provided exceptional customer service to patients, answering questions and addressing concerns.
- Responded to inquiries by directing calls to appropriate personnel.
- Answered incoming calls, scheduled appointments and filed medical records.
- Handled customer service inquiries in person, via telephone and through email.
Customer Service Representative
Booking.com USA
05.2016 - 07.2019
- Delivered exceptional customer service to every partner by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Tracked customer service cases and updated service software with customer information.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Educated customers about billing, payment processing and support policies and procedures.
- Promptly responded to inquiries and requests from prospective customers.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Investigated and resolved customer inquiries and complaints quickly.
Education
High School Diploma -
Oakridge High School
Orlando, FL05.2016
Skills
- Organizational Skills
- Communication and Negotiations
- Warm Calling
- Analytical and Critical Thinking
- 55-67 WPM
- Scheduling
- Complaint resolution
- Paperwork Processing
- Inbound and Outbound Calling
- Call Center Operations
- Customer Relations
Timeline
Customer Service Representative
Guardian Access Solutions
08.2023 - 10.2024
Associate Account Representative
AMICA Mutual Insurance
03.2021 - 07.2022
Patient Service Representative
Associates In Dermatology
07.2019 - 01.2021
Customer Service Representative
Booking.com USA
05.2016 - 07.2019
High School Diploma -
Oakridge High School
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