Ashley Newman
Bristol,TN
Summary
Analytical Team Player experienced in adapting to new environments and contributing to team success. Managed multiple priorities while maintaining a positive attitude and commitment to continuous learning. Emphasized collaboration and responsibility to achieve team goals.
Overview
18
18
years of professional experience
Work History
Senior Account Specialist
Citi
12.2015 - 04.2023
- Managed high-profile business credit accounts and consumer lines for major national brands, including Home Depot, Shell, ExxonMobil, Staples, Office Depot, and Tractor Supply.
- Managed customer accounts, resolving inquiries and maintaining accurate records across billing and service updates.
- Coordinated order processing, ensuring timely follow-up and consistent communication with internal teams.
- Reviewed account discrepancies, corrected errors, and upheld data integrity within CRM systems.
- Trained new team members on account procedures, documentation standards, and customer service workflows.
- Escalated complex account concerns, partnering with departments to support timely resolution.
- Streamlined case handling, improving response consistency and reducing repetitive account issues.
- Continually updated knowledge on industry trends and developments to better serve clients’ needs.
- Evaluated customers' potential needs to make appropriate recommendations.
- Collaborated with team members to improve overall customer service experience.
- Communicated with approximately 50 colleagues and management daily to understand staffing needs and explain product value.
- Recognized as a top performer within the team, consistently meeting or exceeding performance metrics related to customer satisfaction.
- Reduced customer complaints by implementing effective communication strategies.
- Provided exceptional support during high call volume periods, ensuring continued quality service under pressure.
- Processed complex payments (ACH, debit, checks and wire transfers) and resolved account discrepancies in collaboration with the Finance and Account Resolutions department.
- Maintained exceptional first call resolution rates by resolving complex customer disputes, addressing complaints, and mitigating account risks while meeting productivity metrics.
- Uncovered a major fraud scheme involving close to $30,000 in gift card transactions on a primary business account through a detailed account investigation and trend analysis.
- Managed multiple customer accounts simultaneously, prioritizing tasks and managing time effectively.
- Adhered to standards of quality and service as well as compliance requirements.
- Built strong relationships with clients, vendors and stakeholders for loyal, profitable accounts.
- Responded to customer inquiries and provided detailed account information.
- Developed and documented collection procedures and policies to comply with government regulations.
Secretary
St. Annes Catholic Church
01.2016 - 04.2018
- Coordinated calendars for ministries, clergy appointments, and church events to support daily operations.
- Prepared bulletins, letters, and meeting materials with accurate formatting and timely distribution.
- Managed parish correspondence, phone calls, and visitor inquiries with professionalism and discretion.
- Maintained sacramental, membership, and office records with consistent attention to detail.
- Organized office files, supplies, and documentation to keep workflow efficient and accessible.
- Scheduled baptisms, weddings, funerals, and pastoral meetings with careful coordination.
- Handled sensitive information discreetly, maintaining confidentiality when managing personnel files or financial data.
- Scheduled appointments and conducted follow-up calls to clients.
- Prepared professional correspondence, including memos, letters, and emails, ensuring accuracy and timeliness.
- Entered data into system and updated customer contacts with information to keep records current.
- Maintained electronic filing systems and categorized documents.
- Enhanced meeting efficiency by preparing agendas and minutes, ensuring all participants were well-informed.
- Performed research to collect and record industry data for Parish cemetery.
Paint Specialist/Lead Coordinator
Lowes
09.2012 - 10.2017
- Advised customers on paint finishes, primers, and application methods to support project selection.
- Matched colors using tinting systems and sample chips to deliver accurate custom paint results.
- Maintained department organization by stocking shelves, rotating inventory, and replenishing colorants.
- Resolved product questions and concerns by applying detailed knowledge of coatings and surface preparation.
- Trained associates on paint department procedures, color matching, and customer service standards.
- Mentored junior team members, sharing industry knowledge and best practices to foster their professional development.
- Achieved sales growth by effectively upselling premium paint products to clients.
- Improved workplace safety by implementing hazard prevention strategies in the paint mixing area.
- Developed a loyal client base through consistent high-quality workmanship and excellent communication skills.
- Shared personal recommendations and product knowledge with customers to help determine the correct product for customer DIY projects.
- Operated POS system to total purchases and receive and process cash, credit and debit card payments.
- Cross-trained across multiple store departments, operated heavy power equipment and promotional display areas.
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
- Monitored task completion and followed up on delays to improve operational consistency.
- Generated leads for small home projects to multi-million dollar business projects while working with in store specialists , contractors, vendors, and coordinating delivery for all products including special order products.
Behavioral Health Assistant
Ridgeview Medical Center/Wellmont Hospital
12.2008 - 02.2010
- Supported therapeutic milieu by maintaining safe, structured unit routines.
- Monitored patient behavior and reported changes to clinical staff.
- Documented observations, incidents, and interventions in electronic health records.
- Assisted patients with daily living activities and personal care needs.
- De-escalated agitated behavior using calm, trauma-informed communication techniques.
- Modeled appropriate boundaries while promoting patient dignity and cooperation.
- Escorted patients to meals, activities, and scheduled appointments safely.
- Collaborated with nurses and therapists to reinforce individualized treatment plans.
- Assisted clinicians in developing behavior modification strategies aimed at improving overall quality of life for individuals struggling with chronic mental health conditions such as anxiety or depression.
- Assisted in crisis intervention efforts, successfully de-escalating high-risk situations while maintaining safety for all involved parties.
- Developed individualized discharge planning strategies to ensure a smooth transition from the facility back into the community, including ongoing support from outpatient services and other relevant resources.
- Participated in case reviews and treatment team meetings, providing valuable input based on direct observations of patient progress and needs.
- Developed strong rapport with patients through active listening skills and genuine empathy for their struggles, establishing trust necessary for successful therapeutic relationships.
- Utilized motivational interviewing techniques to engage patients in discussions about their goals and aspirations related to mental health recovery.
- Served as a liaison between patients and healthcare providers, facilitating clear communication of treatment goals and expectations for all parties involved.
- Provided compassionate support to patients and families, offering resources and education to help them better understand their conditions and treatment options.
- Facilitated group therapy sessions, fostering a supportive environment that encouraged open communication and personal growth.
- Helped patients with meals, activities of daily living (ADLs) and facility transfers to promote security and patient well-being.
- Identified behaviors that necessitated intervention and obtained assistance from qualified personnel to complete intervention.
- Performed intake triage, vitals and assisted patients with mental health screenings.
Assistant Store Manager/ Store Manager
Great American Cookies Company
06.2005 - 09.2008
- Supervised daily store operations, ensuring consistent service, product quality, and compliance with company standards.
- Managed scheduling, labor coverage, and opening and closing procedures to support smooth operations.
- Trained and coached team members on POS procedures, customer service, and bakery presentation.
- Monitored inventory levels, reordered supplies, and reduced stock shortages through accurate tracking.
- Coordinated cash handling, register reconciliation, and deposit preparation with strong accuracy.
- Maintained sanitation standards and food safety compliance across prep, display, and service areas.
- Supported sales performance by promoting products, executing merchandising standards, and driving team accountability.
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
- Enhanced store appearance for increased sales by maintaining cleanliness and implementing strategic merchandise displays.
- Rotated merchandise and displays to feature new products and promotions.
- Assisted the Store Manager in analyzing sales data to identify trends and make informed decisions for improving overall store performance.
- Mentored new employees on company policies, procedures, and best practices to ensure their success within the organization.
- Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
- Fostered a positive work culture by promoting teamwork and recognizing individual achievements among staff members regularly.
- Developed a loyal customer base through personalized interactions, increasing repeat business in-store visits.
- Provided weekly work schedules to employees to accommodate business demands and vacation requests.
- Reconciled daily sales transactions to balance and log day-to-day revenue.
- Interviewed, hired, and trained staff associates and equipped to comply with company policies and procedures.
- Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
- Increased employee retention, training staff in effective customer service techniques and product knowledge.
- Delivered consistent sales growth by identifying opportunities for promotions and cross-selling products to customers.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Launched staff engagement, gender diversity and cultural programs in addition to a robust reporting tool that increased operational quality.
- Maintained cleanliness and food safety compliance across prep, storage, and sales areas.
- Coordinated order fulfillment, custom cake requests, and special occasion pickups.
- Assisted with hiring, training and mentoring new staff members.
- Conducted regular performance reviews for staff members, providing constructive feedback and opportunities for growth.
- Optimized labor scheduling according to store needs while adhering to budget constraints, maximizing productivity without compromising service quality.
- Oversaw loss prevention efforts, minimizing shrinkage by implementing effective security measures and training staff on proper procedures.
- Promoted team collaboration, performance, and efficiency by fostering healthy environments focused on mutual success.
Education
No Degree - Invasive Cardiovascular Program
Northeast State Community College
Blountville, TN05-2013
High School Diploma -
Sullivan Central High School
Blountville, TN08-2006
Skills
- CRM software
- Account administration
- Documentation management
- Document management
- Account investigations
- Customer engagement
- Customer service
- Schedule coordination
- Microsoft office proficiency
- Organizational skills
- Process improvement
- Effective communication
- Teamwork
- Collaboration skills
- Regulatory compliance
- Customer feedback analysis
Timeline
Secretary
St. Annes Catholic Church
01.2016 - 04.2018
Senior Account Specialist
Citi
12.2015 - 04.2023
Paint Specialist/Lead Coordinator
Lowes
09.2012 - 10.2017
Behavioral Health Assistant
Ridgeview Medical Center/Wellmont Hospital
12.2008 - 02.2010
Assistant Store Manager/ Store Manager
Great American Cookies Company
06.2005 - 09.2008
No Degree - Invasive Cardiovascular Program
Northeast State Community College
High School Diploma -
Sullivan Central High School
Citi Star Award
The Citi Star Award is an internal employee recognition program used by Citi to reward individual staff members and teams for performance excellence, outstanding client service and major operational contributions. I was acknowledged for going above and beyond my standard job duties to deliver exceptional results, drive process efficiency during a catastrophic disaster.
I have won multiple Bronze awards and customer compliments for my time at Citi for working on fraud accounts, providing empathy to grieving loved ones, and continuing to investigate ongoing problems with certain accounts and promotions to find a proven solution.