Ashley Newman
Bristol,TN
Summary
Results-oriented Account Manager specializing in fraud detection, customer advocacy, and process improvement. Resolved complex issues and managed large business credit accounts while consistently exceeding performance metrics. Committed to enhancing customer experiences through effective communication, adaptability, and a strong work ethic.
Overview
11
11
years of post-secondary education
14
14
years of professional experience
Work History
Account Specialist
Citi
Gray, TN
12.2015 - 04.2023
- Fraud Detection and Account Investigation: Identified significant irregularities within a major business account that led to the discovery of more than $600,000 in fraud occurring over a seven-year period, primarily involving gift cards. Conducted detailed account research, uncovered previously hidden products and activity used to conceal the theft, and escalated findings to the appropriate internal departments.
- I managed business credit accounts and selected consumer accounts for customers associated with leading national and international companies, including Home Depot, Shell, ExxonMobil, Staples, Office Depot, and Tractor Supply.
- Provided account support, resolved complex customer issues, researched account activity, and ensured customers received accurate and timely assistance while balancing service, operational, and risk-management requirements.
- Managed client accounts and maintained strong relationships with customers.
- First-Call Resolution: Reduced call turnovers by resolving customer needs during the initial interaction whenever possible, improving the customer experience while consistently meeting required call-time and productivity metrics.
- Risk and Complaint Management: Recognized and documented customer complaints, assessed account-related concerns, researched issues, and escalated matters to the appropriate departments to support timely resolution and protect the customer experience.
- Process Improvement: Collaborated with a small team to establish a more user-friendly process for capturing key account notes, improving the usability and consistency of critical account documentation.
- Handled complex business and consumer accounts, identified overlooked issues, advocated for customers, and aligned customer needs with management requirements.
- Award-Winning Customer Advocate: Earned the Citi Award for Going Above and Beyond for Customers in recognition of exceptional customer service, adaptability, and commitment to supporting customers in a constantly changing environment
- Resolved customer inquiries efficiently through various communication channels.
- Collaborated with internal teams to streamline account management processes.
- Analyzed customer data to identify trends and improve service delivery.
- Provided training and support to junior staff on account management practices.
- Built customer rapport to address problems swiftly while following support processes.
- Received, prioritized and responded to multiple points of customer communication.
- Collaborated with other departments to resolve problems related to customer accounts.
- Assisted customers in setting up online accounts and provided training on how to use the system.
- Processed payments for customers, including credit card transactions, checks, wire transfers, and ACH payments.
- Resolved account discrepancies through meticulous investigation and collaboration with the finance department.
- Participated in industry events and conferences to stay informed on market trends and to network with potential clients.
- Resolved account discrepancies through meticulous investigation and collaboration with the finance department.
- Worked full-time in a role focused on customer account management.
Paint Specialist
Lowes
Bristol, VA
09.2012 - 10.2017
- Provided knowledgeable, personalized customer service across multiple departments, including Paint, Lawn & Garden, and other areas throughout the store.
- Assisted customers in identifying the correct products and materials for both small and large-scale home improvement projects, while educating them on product features, proper use, and project solutions.
- Assisted customers in selecting appropriate paints, finishes, and textures.
- Demonstrated knowledge of paint types, faux and decorative finishes, painting tools and adhesives, solvents and caulk to offer customized recommendations for customer projects.
- Demonstrated proper use of painting tools and safety equipment.
- Maintained inventory levels of paint supplies and equipment.
- Managed display areas to highlight promotional paint products.
- Calculated measurements accurately to ensure proper coverage of surfaces.
- Provided detailed estimates on the cost of labor and materials required for each project.
- Identified and upsold complementary products and solutions tailored to customer needs and project requirements.
- Generated leads for small- and large-scale projects, connecting customers with suitable project solutions and services.
- Cross-trained across multiple departments and became proficient in assisting customers throughout the store based on business needs.
- Collaborated with customers, coworkers, and vendors to deliver effective solutions and enhance overall shopping experience.
- Ranked among the top associates for Lowe's credit card applications by effectively communicating financing options and identifying customer opportunities.
- Built strong relationships with numerous vendors and maintained ongoing product education to stay current on new products, technologies, and industry trends.
- Provided detailed estimates on the cost of labor and materials required for each project.
- Safely operated multiple types of power equipment and followed established safety procedures.
- Kept up-to-date on new products, techniques, tools, and safety regulations related to the painting industry.
- Kept up-to-date on new products, techniques, tools, and safety regulations related to the painting industry.
- Demonstrated knowledge of paint types, faux and decorative finishes, painting tools and adhesives, solvents and caulk to offer customized recommendations for customer projects..
- Answered store and merchandise questions and led customers to want items.
- Lowe's Companies, Inc. is a leading home improvement retailer providing building materials, appliances, tools, hardware, and home improvement products and services to homeowners and professional contractors.
Nursing Assistant/Behavioral Health Technician
Ridgeview Medical Center/ Wellmont Hospital
Bristol, TN
12.2008 - 02.2010
- Assisted nurses and physicians with patient care, including bathing, dressing, transferring to beds and wheelchairs, and taking vital signs.
- Monitored patient vital signs and reported changes to the medical team.
- Documented patient information accurately in electronic health records.
- Assisted nursing staff with patient care and daily living activities.
- Supported patients with mobility and transportation within the facility.
- Educated patients and families on care procedures and health management.
- Collaborated with healthcare professionals to enhance patient comfort and safety.
- Participated in training sessions to improve caregiving techniques and protocols.
- Demonstrated respect and regard for dignity of patients, families and fellow employees to promote professional, responsible and a courteous environment.
- Conducted regular rounds to check patients' safety and proactively address issues.
- Assessed vitals and noted medical information to report changes to nursing staff and physicians.
- Answered signal lights, bells and requests-for-service to assist patient services fulfillment.
- Supported medical staff by providing hands-on assistance during tests, treatments, and emergency interventions.
- Looked for physical, emotional, and symptomatic changes in patient condition and obtained necessary care for medical concerns.
- Collected specimens for laboratory testing such as urine samples and blood draws.
- Protected patient information by adhering to HIPAA regulations and confidentiality protocols. according to HIPAA guidelines.
- Measured and recorded food and liquid intake and output, and reported changes to medical or nursing staff.
- Shaved and draped patients to prepare for surgery, treatment or examination.
- Monitored patient behavior and reported changes to the healthcare team.
- Led therapeutic sessions aimed at improving patient interactions and emotional resilience. to promote social skills and emotional well-being.
- Maintained a safe, clean environment in accordance with hospital standards.
- Documented patient progress and incidents accurately in electronic health records.
- Collaborated with multidisciplinary teams to provide comprehensive patient care.
- Educated patients on coping strategies and behavioral management techniques.
- Provided timely responses to patient requests to enhance care experience. Also, escalated concerns as necessary.
- Enforced rules and regulations pertaining to client and patient care while maintaining a safe environment.
- Ensured client safety and comfort through regular monitoring and observation. and tracked client movements.
- Organized daily activities, including arts and crafts, games, and music therapy, to foster healthy coping skills.
- Mentored new Behavioral Health Technicians on effective client interaction techniques.
- Encouraged positive interactions between other Behavioral Health Technicians and clients and patients.
- Performed searches of resident belongings prior to admissions and throughout stays.
- Planned and implemented safe interventions consistent with treatment goals.
- Followed standard admissions procedures and documentation requirements for client intakes.
- Addressed urgent patient needs through effective crisis intervention strategies. to patients in need.
- Built positive relationships with colleagues to foster teamwork and enhance collaborative efforts in patient care.
- Contacted patients' relatives to coordinate family visits and conferences.
- Collaborated with doctors, psychologists or therapists in working with patient treatment.
- Assisted psychiatrists in working with patients to rehabilitate for community reintegration.
- Provided psychiatric or personal care to emotionally disturbed or cognitively impaired patients.
Education
Honors Diploma - Medical
Sullivan Central High School
Blountville, TN 09.2002 - 05.2006
Some College (No Degree) - Medical
Northeast state community college
Blountville, TN 09.2006 - 10.2013
Skills
- Account investigations
- Research proficiency
- Technical skills
- Point-of-sale system
- Schedule coordination
- Time management
- Conflict resolution
- Training and mentoring
- Relationship building
- Teamwork
- Adaptability
- Decision-making
Personal Information
- Title: Senior Account Specialist
- Gender: She/her
AWARDS & SCHOLARSHIPS
- Title: Senior Account Specialist
- Gender: She/her
VOLUNTEERING & LEADERSHIP
- Title: Senior Account Specialist
- Gender: She/her
PROJECTS
- Title: Senior Account Specialist
- Gender: She/her
Timeline
Account Specialist
Citi
12.2015 - 04.2023
Paint Specialist
Lowes
09.2012 - 10.2017
Nursing Assistant/Behavioral Health Technician
Ridgeview Medical Center/ Wellmont Hospital
12.2008 - 02.2010
Some College (No Degree) - Medical
Northeast state community college
09.2006 - 10.2013
Honors Diploma - Medical
Sullivan Central High School
09.2002 - 05.2006