Ashley Nguyen

• Service auto policies including vehicle/driver changes and coverage adjustments.
• Manage and resolve high-volume inbound calls maintaining first call resolution score above 86%
• Manage 80+ inquiries daily with a 96% satisfaction rate. Delivered empathetic, customer-focused service to enhance client satisfaction
• Educated customers on policy details and state regulations. Ensured secure access and compliance with Salesforce guidelines.
• Promoted CRA treatments and supplemental coverage options to customers to meet their insurance needs.
• Maintaining an average overall metric score of 90% consecutively and becoming metrics MVP
• Achieved recognition as metrics MVP for outstanding performance.

• Conducted full cycle recruiting of Class A drivers for lease-purchase, owner-operator, and company driver positions. Managed sourcing drivers specifically to haul flatbed trailer specializing in commodities like lumber, steel, and construction materials.
• Screened candidates via phone and evaluated qualifications for Class A driver positions.
• Processed applications and reviewed MVR, DAC, PSP, VOEs, and background reports using Tenstreet tool to ensure candidate suitability.
• Managed 10+ job postings while maintaining accurate candidate records to streamline recruitment process.
• Coordinated orientation sessions and collaborated with fleet owners for effective driver placement.
• Surpassed minimum requirement of 2 drivers weekly consistently

Career Progression-Advanced through roles from Recruiting Assistant to Driver Recruiter and finally to Senior Driver Recruiter, gaining extensive experience in driver recruitment.

• Recruited Class A drivers for ABCO Transportation(reefer) and their sister company Paramount Freight Systems(dry‑van) lease purchase, owner operator and company driver positions.
• Posted job ads on Indeed, ZipRecruiter, and Tenstreet; maintained lead database.
• Conducted interviews, reference checks, and documentation reviews (MVR, DAC, VOE, PSP).
• Ran clearinghouse queries and ensured compliance with DOT requirements.
• Coordinated Driver Manager interviews and collaborated with senior leadership on hiring needs.
• Trained new hires on conversation control and time management.

Career Progression-Advanced from temporary positions to salaried supervisor, enhancing skills in coaching and operational readiness.

• Supervised team of 25+ customer service representatives, enhancing service delivery across multiple financial institutions.
• Improved customer satisfaction scores from 82% to 90% within two years
• Developed employee incentives that increased membership enrollments by 10% and survey responses by 15%
• Resolved complex issues as escalation point, ensuring adherence to service level goals.
• Conducted operational audits, root‑cause analysis, and coaching sessions to improve performance.
• Forecasted call volume and ensured proper staffing levels.
• Managed scheduling, payroll, training, and performance development to optimize team effectiveness.
• Supported full‑cycle recruiting, new hire orientations, and candidate selection.

• Exceeded sales targets consistently by building strong customer relationships and effective communication.
• Negotiated and closed sales in competitive markets, enhancing customer satisfaction and loyalty.
• Traveled across 43 states selling magazine subscriptions in high‑volume territories.
• Adapted quickly to diverse environments and customer needs.