Ashley Moore
Service Advisor
Bristol,CT
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
12
12
years of professional experience
4
4
years of post-secondary education
Work History
Service Advisor
Rivian
09.2024 - Current
- Act as the primary liaison between the Service Support Operations Center and Field Center, ensuring seamless communication
- Assist customers via phone, email, chat, and SMS, efficiently scheduling service appointments
- Accurately document customer concerns and troubleshoot technical issues, resolving inquiries efficiently
- Document customer concerns, determine if a quick technical solution is available, execute the resolution, and document
Remote Disability Claims Manager
Prudential Insurance Company
01.2024 - 07.2024
- Managed a caseload of 55+ short-term disability claims, ensuring accurate and timely claim processing utilizing DCMS
- Analyzed medical records, job responsibilities, and statements to determine claim eligibility
- Drafted clear, detailed claim decisions, outlining eligibility rationales to policyholders
- Handled claims consistent with client and corporate policies, procedures, best practices and regulations.
Remote Reservations Representative
Auxillium
08.2022 - 01.2024
- Utilized Sabre to efficiently document customer interactions and ensure issue resolution
- Expertise of domestic and international airports and cities
- Consistently surpassed performance goals, maintaining a 90%+ monthly customer satisfaction rate
- Manage seat assignments, process upgrades, and handle ticketing, exchanges, and refunds
- Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
Remote Customer Support Coordinator
Connecticut Online Contact Center
12.2020 - 02.2022
- Achieved a consistent 90%+ monthly customer satisfaction rate by offering efficient and empathetic support
- Managed high-volume inquiries via phone, email, and chat, ensuring swift issue resolution
- Delivered expert remote troubleshooting for hardware and software issues, minimizing operational downtime
- Diagnosed and resolved technical issues utilizing electronic communication system performance and optimizing the user experience
Remote Customer Care Representative
The Hartford Insurance Group
04.2019 - 05.2020
- Spearheaded the initiation and setup of new short-term disability claims, ensuring a smooth and efficient process
- Provided clear guidance and support to 45+ claimants by effectively communicating claim actions and procedures
- Prepared and sent out claim correspondence and retrieve coverage details from underwriting systems
- Acts decisively and takes initiative on necessary but challenging tasks
- Proactively responded to claimant inquiries, offering clear explanations of approval or denial decisions
Reservations Representative
American Airlines
03.2013 - 05.2019
- Plan and book domestic and international flights, hotels, rental cars, and other travel accommodations for corporate clients such as IBM, Google
- Utilize travel booking software (e.g., GDS systems like Amadeus, or Sabre) to manage reservations efficiently
- Offer support for corporate travelers, including itinerary management and last-minute changes
- Resolved passenger concerns effectively through de-escalation techniques and conflict resolution strategies
Education
High School -
Newton High School
Covington, GA 01.2004 - 01.2008
Skills
- Strong knowledge of airline regulations
Travel policies
- Microsoft Office
- High-Volume Call Handling
- Phone Etiquette
- Time Management
- Multi-Tasking
- Proficient of domestic and international airports and cities
- Independent Work
- Conceptual Thinking
Timeline
Service Advisor
Rivian
09.2024 - Current
Remote Disability Claims Manager
Prudential Insurance Company
01.2024 - 07.2024
Remote Reservations Representative
Auxillium
08.2022 - 01.2024
Remote Customer Support Coordinator
Connecticut Online Contact Center
12.2020 - 02.2022
Remote Customer Care Representative
The Hartford Insurance Group
04.2019 - 05.2020
Reservations Representative
American Airlines
03.2013 - 05.2019
High School -
Newton High School
01.2004 - 01.2008
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