Ashley Shakir
Citrus Heights,CA
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Overview
18
18
years of professional experience
Work History
Medi-Cal Member Services Customer Support Agent
Gainwell Technologies
03.2024 - 05.2024
- Provided clear and concise information regarding member eligibility, along with assisting callers with completing their Medicaid applications and providing updates on their application status.
- Enhanced customer satisfaction by promptly addressing and resolving support inquiries.
- Conducted thorough investigations into customer issues, providing detailed resolutions tailored to each unique situation.
- Improved first-contact resolution rates by quickly identifying root causes of customer issues and delivering effective solutions.
- Utilized CRM software for tracking customer interactions, allowing for improved follow-up on unresolved cases or escalating as needed for resolution.
- Collaborated with team members to identify common issues and provide consistent solutions, reducing repeat concerns.
- Managed high-stress situations calmly and professionally while maintaining excellent rapport with clients during difficult conversations or escalations.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Handled customer inquiries and suggestions courteously and professionally.
- Updated account information to maintain customer records.
Behavioral Technician
Maxim Healthcare Services
09.2021 - 01.2024
- .Maintained accurate data collection on client progress, enabling effective analysis and modification of treatment plans as needed.
- Reduced problem behaviors by teaching clients appropriate coping strategies and replacement behaviors.
- Promoted a safe and nurturing environment for clients, ensuring their comfort and well-being throughout therapy sessions.
- Adapted therapy materials based on individual needs, ensuring accessibility for all clients regardless of ability level or learning style.
- Provided one-on-one support and guidance for clients in various settings, promoting generalization of learned skills.
- Supported family members in understanding ABA principles, empowering them to effectively implement strategies at home.
- Improved client outcomes by implementing individualized behavior plans and interventions.
Customer Service Representative/Call Center
Gap Inc.
10.2020 - 12.2022
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Handled customer inquiries and suggestions courteously and professionally.
- Updated account information to maintain customer records.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Processed customer service orders promptly to increase customer satisfaction.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Lead Home Health Aide
Integra
03.2018 - 01.2021
- Assisted patients with daily living activities, promoting independence and dignity.
- Enhanced patient comfort by providing attentive and compassionate care.
- Ensured medication adherence by administering medications and documenting any side effects or reactions.
- Provided high-quality personal care services, including bathing, grooming, dressing, and toileting assistance.
- Assisted with mobility tasks such as transferring from bed to chair, ensuring patient safety at all times.
- Strived for continuous improvement by attending training sessions and workshops relevant to the home health aide role requirements.
- Implemented infection control measures to maintain a clean and safe environment for both patients and staff members.
- Coordinated with healthcare team members to develop comprehensive care plans for each patient.
- Supported patients'' mental wellbeing by engaging them in meaningful conversations and recreational activities.
- Reduced hospital readmissions through diligent monitoring of patients'' conditions.
- Monitored vital signs regularly to identify potential health issues in a timely manner.
- Performed laundry, grocery shopping and other light housekeeping duties as instructed by client.
- Traveled to clients' homes to complete healthcare services and promote continuity of care.
- Administered medication as directed by physician.
- Provided transportation and appointments management.
- Followed nutritional plans to prepare optimal meals.
Recreation Aide
City of Sacramento parks and Recreation
02.2018 - 01.2021
- Enhanced participant enjoyment by planning and implementing diverse recreational activities.
- Ensured compliance with state regulations and company policies by thoroughly understanding guidelines and adhering to protocols.
- Set up and broke down equipment and supplies used in activities, focusing on safe handling and storing.
- Led group activities that promoted physical fitness, mental well-being, creativity, social interaction, or skill development among participants.
- Fostered positive relationships with participants'' families, keeping them informed about program updates and individual progress.
- Assisted individuals with special needs, ensuring an inclusive environment for all participants.
- Reduced behavioral issues by implementing effective classroom management strategies and fostering a positive environment.
- Developed strong relationships with students, creating a supportive atmosphere conducive to academic success during extended hours programming.
- Monitored security measures during arrival and dismissal times, guaranteeing the safety of all students participating in before and after school programs.
- Maintained open communication with parents, keeping them informed on their child''s progress throughout the program.
- Managed attendance records, ensuring accurate documentation of student participation in before and after school programs.
- Led group projects that fostered collaboration skills while enhancing knowledge retention among participating students.
- Served as a mentor to at-risk youth within the program, providing guidance on goal-setting and personal development strategies.
- Handled daily administrative tasks such as maintenance of supplies inventory, budget tracking, and scheduling coordination for various program offerings.
- Organized field trips and special events, enriching the educational experience for participants in before and after school programs.
- Organized volunteer opportunities for parents, fostering a strong sense of community within the program.
- Ensured proper nutrition for children by coordinating snack distribution during designated periods adhering to dietary restrictions when necessary.
- Supervised safe playtime activities, promoting physical fitness and teamwork among students.
- Taught children to organize toys, wash hands, and share by leading by example.
Fulfillment Associate
Amazon
10.2017 - 10.2019
- Scanning items into warehouse database @ 10s per unit
- Lifting items up to 50 lbs
- Outbound labor duties (lifting totes from one area to another)
- Verify accurate labeling of goods.
- Exceeded customer expectations by going above and beyond to ensure fast, accurate, and courteous service throughout the entire fulfillment process.
- Boosted warehouse efficiency by consistently meeting or exceeding productivity goals for daily tasks.
- Collaborated with team members to optimize workflows and improve overall operational performance.
- Contributed to a safe work environment by adhering to safety protocols and promptly addressing potential hazards.
- Communicated with other departments to facilitate fulfillment activities and address issues.
- Examined incoming and outgoing shipments to check accuracy and identify damages and quality standards.
- Optimized storage space utilization through strategic placement of products in designated areas according to size, weight, and frequency of use.
Personal Stylist/Retail Sales Associate
Nordstrom
05.2015 - 10.2017
- Consult with the client to determine their style preferences and goals
- Help the client select various articles of clothing, shoes, and accessories to purchase
- Put together outfits for the client to wear at various types of occasions
- Make all style choices based on the client's preferences, ideals, and bodily features
- Keep yourself up-to-date with the latest trends in the fashion industry
- Answer any questions that the client may have about their appearance and style goals.
- Increased client retention rates by offering ongoing support and follow-up consultations to ensure continued wardrobe success.
Retail Merchandiser
Burlington Coat Factory
11.2013 - 01.2016
- Organized store merchandise racks and displays to promote and maintain visually appealing environments.
- Stocked merchandise, clearly labeling items, and arranging according to size or color.
- Answered customer questions regarding store merchandise, department information, and pricing.
- Enhanced store sales through effective product placement and targeted promotions.
- Established strong vendor relationships to maintain and support business.
- Conducted routine store walk-throughs to identify areas for improvement or necessary adjustments in merchandising tactics.
- Trained store personnel on product features to drive sales and increase product awareness.
Photographer/Sales Associate
Picture Me Portrait
11.2013 - 01.2015
- Photographed and supervised photo shoots at several graduations
- Setup multiple cameras for different shooting situations
- Handled multiple projects/sessions simultaneously
- Managed the completion of project tasks
- Ensured assignments are completed on schedule
- Photographed students from grade K - 12
- Engaged excellent customer service skills towards students to gain natural smile in photos
- Adjusted students positioning and resolved any conflict resolution as necessary for photographs
- Setup and broke down photo stations.
Part-time Sales Associate
Hot Topic Inc.
04.2010 - 01.2012
- Answering questions about a company's products or services
- Processing orders and transactions
- Resolving issues and troubleshooting technical problems
- Delivering information about a company's offerings
- Providing proactive customer outreach
- Handling customer complaints
- Collecting and analyzing customer feedback.
Secretary/Receptionist
Carter G. Woodson High School
01.2006 - 01.2008
- Handled sensitive information discreetly, maintaining confidentiality when managing personnel files or financial data.
- Answered multi-line phone system and enthusiastically greeted callers.
- Maintained daily report documents, memos and invoices.
- Scheduled appointments and conducted follow-up calls to clients.
- Maintained accurate records of office expenses, assisting in budget preparation and cost control efforts.
- Provided clerical support to company employees by copying, faxing, and filing documents.
Education
Diploma -
Carter G. Woodson High School
Fresno, CA01.2008
Skills
- Warehouse Associate
- Care Giver
- Home Health
- Home Care
- Personal Care
- HHA
- Direct Care
- Customer Relations
- Call center experience
- Client Relations
- Documentation
- Payment Processing
- Professional telephone demeanor
- Customer Relationship Management (CRM)
- Childcare
- Early Childhood Education
- Senior Care
- Meal Preparation
- Toddler Care
- Customer Service
- Agile
- Complaint Handling
Assessments
- Work Style: Reliability, Expert, 02/01/19
- Nursing Aide Skills, Proficient, 02/01/19
- Home Health Aide Skills, Highly Proficient, 12/01/21
Volunteer Experience
Mentor of Confident Care Program (CCP), Fresno CA
Timeline
Medi-Cal Member Services Customer Support Agent
Gainwell Technologies
03.2024 - 05.2024
Behavioral Technician
Maxim Healthcare Services
09.2021 - 01.2024
Customer Service Representative/Call Center
Gap Inc.
10.2020 - 12.2022
Lead Home Health Aide
Integra
03.2018 - 01.2021
Recreation Aide
City of Sacramento parks and Recreation
02.2018 - 01.2021
Fulfillment Associate
Amazon
10.2017 - 10.2019
Personal Stylist/Retail Sales Associate
Nordstrom
05.2015 - 10.2017
Retail Merchandiser
Burlington Coat Factory
11.2013 - 01.2016
Photographer/Sales Associate
Picture Me Portrait
11.2013 - 01.2015
Part-time Sales Associate
Hot Topic Inc.
04.2010 - 01.2012
Secretary/Receptionist
Carter G. Woodson High School
01.2006 - 01.2008
Diploma -
Carter G. Woodson High School