Ashley Ragland

• Assisted callers of diverse backgrounds with a wide range of Social Security related issues
• Addressed each caller's concerns and screened for all available benefits
• Maintained an ongoing comprehensive knowledge of SSA's laws, regulations, policies, and procedures, which allowed me to respond to and resolve complex issues timely and effectively
• Interpreted complicated matters relating to law
• Utilized the Customer Help Information Program (Chip) and interpreted multiple SSA queries to provide accurate information in a timely manner, while following step-by step instructions
• Conducted effective interviews to obtain relevant information from individuals
• Provided specific information regarding retirement options and answered questions regarding multiple entitlements
• Adjudicated Title XVI benefits via Abbreviated Application Process (ABAP)
• Scheduled appointments, promoted SSA's online services, and referred callers to outside resources for other benefits or assistance based on need
• Clarified notices for beneficiaries and asked questions to obtain pertinent information
• Directed callers to our website to obtain forms and publications, and when necessary, sent notices and requested information and proofs
• Obtained proper identification, make routine address and direct deposit changes via CHIP and EPath
• Correctly referred events for Title II and Title XVI via the MDW or DW01 process
• Independently communicated, in writing, to claimants and other SSA components providing detailed descriptions of problems and actions taken
• Used DPS, to compose written correspondence
• Educated beneficiaries on reporting responsibilities and accepted or referred reports according to policy
• Investigated and processed allegations of non-receipt of payment
• Referred all fraud cases appropriately
• Addressed caller's concerns regarding overpayment determinations, by providing detailed explanations
• Assisted and provided callers with guidance on reconsiderations, waivers, and negotiated recovery rates
• Documented all relevant files and sent appropriate notices
• Requested and evaluated evidence to develop and resolve issues in accordance with SSA's policies and procedures
• Addressed Medicare inquiries and provided education regarding enrollment periods, potential penalties for late enrollment, and periods without coverage
• Thoroughly explained the consequences of Part B termination
• Referred callers to local state agencies for Medicare Savings Program eligibility
• Screened for Part D Extra Help to assist with drug costs
• Analyzed and clarified complex Medicare Premium billing issues including Income Related Monthly Adjustment Amount (IRMAA) and Life Changing Events and Appeals
• Routinely provided my peers with informal guidance
• With management approval, provided technical training regarding the Pickle Amendment, Medicare, and Medicare Part D
• Prepared PowerPoint presentations with easy-to-understand written materials, explained technical provisions, provided real life examples and answered questions
• Served as a mentor and provided technical assistance to newly hired TSR's
• Worked with trainees providing one-on-one guidance and coaching on calls, CHIP path, queries and technical issues
• I delivered constructive feedback while encouraging independence and building confidence
• Served as a backup Technical Resource Person when an LCSR was unavailable

• My role as a health and welfare representative at Fidelity Investments includes quickly responding to inbound calls from current, disabled and retired employee participating in group coverage for a variety of clients
• I thoroughly interview callers to ensure participants and their dependents are receiving all potential benefits and I ensure their employment, disability, retirement, medical and life insurance records are up-to-date and accurate
• In the event of a discrepancy, I contact the appropriate carrier, provider or payroll liaison to resolve
• On a daily basis, I ensure participants receive the care and service they are entitled to as employees of their respective company
• This position requires me to remain up-to-date on rapidly changing policy and procedures
• I provide accurate information by utilizing my resources on every call and follow client specific guidelines and policies
• I educate participants about upcoming changes to benefits and I assist participants with enrollment into new hire, retiree and severance benefits
• I process life events and provide guidance to participants when reporting marriage, death, birth and divorce
• I assist participants with their Medicare questions and provide detailed information on how Medicare impacts group coverage
• I process requests for CMS L-564s and I process annual enrollments changes
• I answer participant's questions pertaining to medical and life insurance billing, provide payment options, timeframes and reinstatement procedures when payments have not been satisfied
• I mail documentation and resources to participants and encourage them to utilize Fidelity's NetBenefits website
• I help participants navigate through NetBenefits, assisting with the creation of online accounts and password reset
• I promote online services which results in reduced calls to the Fidelity Benefit's Center
• I assist participants with a variety of sensitive issues and it is essential to my position to demonstrate empathy and compassion while providing efficient quality customer service
• I successfully adhere to my schedule and maintain an acceptable call handle time
• In addition, to my regular duties, I frequently assist new employees by conducting side by side training.

• As a training assistant I assisted the personal trainers train clients
• Over time provided one on one coaching and training which included strength training, athlete training and meal plans
• At Bioletix I lead high intensity cardio classes, and organized woman empowerment groups for motivation
• It was my duty to adjust each workout for each client according to their strength/age and accommodate for any injuries
• This position required me to be flexible and punctual to accommodate varying schedules between my clients
• As a training assistant I was required to be on duty to assist clients during our busy gym hours
• I was required to get educated on proper form and nutrition to ensure my clients were properly informed on how to achieve maximum results
• Bank of

• I provided quality, fast paced one-on-one service, in the branch and through the drive thru
• As a bank teller, I was responsible for balancing my working cash at the beginning and end of my shift
• I identified customers, validated and cashed checks, accepted cash and checks for deposit and processed cash withdrawals
• I performed specialized tasks such as preparing cashier's checks, processing money orders, ordering bank cards and personal checks, receiving and verifying loan payments, mortgage payments and utility bill payments
• I helped customers with existing accounts and solicited and helped customers open new accounts
• As a front line teller, it was necessary that I recorded all transactions promptly, accurately and in compliance with bank procedures and made referrals and suggestions to consumers based on their needs.

• My duties as a sales associate required me to carefully assess the customer's retail needs
• It was important for customers to feel excited and confident about their purchases in order to create current and future business
• I brought in freight, censored inventory, created eye catching displays and processed all point of sale transactions
• I accurately issued refunds, processed exchanges, provided change and processed credit, debit and gift card transactions
• At the end of each shift I reviewed all drawer activity for balancing purposes
• I was a leading associate and consistently exceed my goals.

As a hostess, I greeted customers as they entered the restaurant. I organized the servers seating areas and determined where customers should be sat based on availability while assuring all servers received an equal amount of tables. As a server, I waited on customers, taking their food and drink orders. I cashed out checks, processed cash, credit and debit card transactions. At the end of my shift I cleaned my station, performed my assigned closing duties and balanced my sales transactions. As a server it was my job to make sure customers received outstanding service while dining. I was prompt and courteous. I excelled in my sales and had many repeat customers