Ashley Rose
Indianapolis,IN
Summary
Innovative Call Center Representative with 5 years of experience providing excellent support to clients while building rapport. Adept in implementing problem-solving techniques for customer complaints and handling high call volume. Successful at maintaining high customer satisfaction ratings through friendly demeanor and assistance with additional customer questions. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
11
11
years of professional experience
Work History
Repo Plus Adjuster
Allied Solutions
12.2021 - Current
- Maintained strong relationships with policyholders, agents, and colleagues by consistently demonstrating professionalism, empathy, and effective communication skills.
- Ensured compliance with state regulations and company policies through diligent review of all claim-related materials.
- Assisted clients in understanding their insurance coverage by explaining complex terms and conditions clearly and concisely.
- Improved claim processing efficiency by conducting thorough investigations and promptly addressing discrepancies.
- Examined claims forms and other records to determine insurance coverage.
- Negotiated fair settlements on behalf of the company for property damage claims while mitigating financial risk exposure.
- Leveraged strong negotiation skills to resolve claim disputes, resulting in favorable settlements for both the company and policyholders.
- Analyzed information gathered by investigations to report findings and recommendations.
- Participated in ongoing professional development opportunities to maintain current knowledge of insurance laws, regulations, and best practices within the field of claims adjustment.
- Enhanced client satisfaction by providing timely updates and effectively resolving claim disputes.
- Prepared summaries of damage, payments, and policy coverage.
- Conducted day-to-day administrative tasks to maintain information files and process paperwork.
- Read over insurance policies to ascertain levels of coverage and determine whether claims would receive approvals or denials.
- Documented information gathered in field and uploaded data to company database for efficient processing using Pega.
Inbound Customer Service Representative
Allied Solutions
09.2016 - Current
- Answered phone with friendly greeting to create positive inbound calling experience for customers.
- Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
- Responded to customer comments and questions via Live Chat during shifts.
- Resolved concerns with products or services to help with retention and drive sales.
- Maintained organized and secure customer files to facilitate customer support and follow-up.
- Asked fact-finding questions to determine customer needs and expectations and recommended specific products and solutions.
- Educated customers about product terminology, features and benefits to improve sales and customer satisfaction.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Answered over 40-45 calls per shift to meet fast-paced call center demands.
- Maintained accurate and current customer account data with manual forms processing and digital information updates
Guest Service Representative
Indianapolis Zoo
05.2014 - 07.2017
- Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Delivered above-and-beyond service to guests by making outside venue reservations and setting up tours.
- Ran reports detailing daily guest numbers, accounting expenses and income and room service usage.
- Collected room deposits, fees and payments.
- One of my biggest accomplishments would be completing highest level with in my first year of working for Zoo.
- Collaborated with team members to handle guest requirements from check-in through check-out
Call Center Representative
Stericycle
09.2015 - 09.2016
- Answered average of 40-45 calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information.
- Engaged in learning and development opportunities to promote continued performance improvement.
- Reached out to customers after completed sales to suggest additional service or product purchases and inquire about needs or concerns.
- Educated customers on company systems, form completion and access to services.
- Resolved concerns with products or services to help with retention and drive sales.
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
Education
High School Diploma -
Be Davis High School
1200 N Girls School Rd05.2012
Skills
- De-escalation Techniques
- Data Entry and Maintenance
- CRM Software
- Responding to Difficult Customers
- Patient and Empathetic
- Call Volume and Quality Metrics
Skills
- Time Management
- Understanding Customer Needs
- Verbal and Written Communication
Timeline
Repo Plus Adjuster
Allied Solutions
12.2021 - Current
Inbound Customer Service Representative
Allied Solutions
09.2016 - Current
Call Center Representative
Stericycle
09.2015 - 09.2016
Guest Service Representative
Indianapolis Zoo
05.2014 - 07.2017
High School Diploma -
Be Davis High School
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