Ashley McCoskey
Mulberry,AR
Summary
Results-driven Senior Resolution Manager with a proven track record in process improvements and data analysis. Demonstrated ability to lead cross-functional teams, enhancing service delivery and client satisfaction.
Overview
2
2
Languages
11
11
years of professional experience
Work History
Senior Resolution Manager
Walmart Home Office
Mulberry, AR
08.2022 - 09.2026
- Implemented process improvements that increased resolution efficiency and reduced response time.
- Led cross-functional teams to resolve complex customer issues and enhance service delivery.
- Analyzed customer feedback data to identify trends and recommend strategic solutions to leadership.
- Developed training materials for new hires, improving onboarding experience and knowledge retention.
- Established key performance indicators to measure team effectiveness and drive continuous improvement efforts.
- Implemented tracking systems to monitor the progress of case resolutions, enabling management to make informed decisions regarding resource allocation.
- Served as primary escalation point for high-profile clients, ensuring their concerns were addressed promptly and effectively.
Licensed Insurance Agent
Liberty Mutual
Fort Smith, AR
01.2020 - 05.2022
- Developed tailored insurance solutions to meet diverse client needs.
- Conducted thorough policy reviews to ensure compliance and accuracy.
- Provided exceptional customer service, addressing inquiries and resolving issues promptly.
- Mentored new agents on product knowledge and sales techniques.
- Implemented process improvements that enhanced operational efficiency and client satisfaction.
- Led training sessions to elevate team performance and product understanding.
- Collaborated with underwriters to expedite policy issuance and claims processing.
Manager
Wash N Go Laundry
Sanger, TX
05.2018 - 07.2019
- Oversaw daily operations, ensuring efficient workflow and high-quality service delivery.
- Developed training programs for staff, enhancing team performance and customer satisfaction.
- Implemented inventory management systems, streamlining supply chain processes and reducing waste.
- Analyzed operational metrics to identify areas for process improvement and cost reduction.
- Monitored compliance with health and safety regulations, maintaining a safe work environment for employees and customers.
- Managed and motivated employees to be productive and engaged in work.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
Manager
Wash It Kwik
Denton, TX
05.2015 - 05.2018
- Led cross-functional teams to execute strategic initiatives, increasing overall productivity and service efficiency.
- Conducted regular performance evaluations, providing constructive feedback to enhance team skills and growth opportunities.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Executed diverse responsibilities promptly to meet deadlines.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
- Cross-trained existing employees to maximize team agility and performance.
- Controlled costs to keep business operating within budget and increase profits.
- Managed budgets effectively, ensuring optimal financial performance while investing in necessary resources for business growth.
- Mentored junior team members for career advancement, fostering a pipeline of future leaders within the organization.
- Oversaw inventory management, optimizing stock levels, and reducing waste.
Education
High School Diploma -
Sanger High School
Sanger, Tx05-2011
Skills
- Claims analysis
- Compliance management
- Policy enforcement
- Incident resolution
- Case management
- Data analysis
- Escalation management
- Service level agreements
- Strategic thinking
- Team development
- Problem resolution
- Influencing skills
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
Languages
English
Native or Bilingual
French
Limited Working
Timeline
Senior Resolution Manager
Walmart Home Office
08.2022 - 09.2026
Licensed Insurance Agent
Liberty Mutual
01.2020 - 05.2022
Manager
Wash N Go Laundry
05.2018 - 07.2019
Manager
Wash It Kwik
05.2015 - 05.2018
High School Diploma -
Sanger High School