Ashley Shelton

Leadership: Experienced in coaching and mentoring agents, developing SMEs, and building strong future leaders to support business growth.
Communication: Skilled at de-escalating sensitive borrower situations with empathy, while fostering clear collaboration across teams and departments.
Problem-Solving: Proactively identifies inefficiencies and implements solutions that improve customer experience and operational performance.

10.2017 - Current

Managed outbound and inbound borrower calls while ensuring compliance with company security protocols.
Handled escalated borrower calls with professionalism, respect, and empathy.
Built and maintained strong relationships with borrowers and colleagues to drive business goals.
Proactively identified opportunities to enhance business results and streamline operations.
Adapted quickly to evolving business needs with flexibility and professionalism.
Coached agents on call handling and procedures to improve performance and achieve monthly goals.
Mentored upcoming SMEs and agents in Agent Plus cohorts, contributing to the development of stronger future leaders.

10/2017 - 01/2019| CMA Collections

Supported multiple business areas by taking on temporary assignments in Personal Loan Servicing and Student Loan Originations to meet evolving business needs.

01/2019-12/2020| Personal banker assistant in DHL

12/2020 - 5/2023| Personal Banker with DHL

5/2023 to Current Operations Specialist, team Coach within DHL

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