ASHLEY SHEPARD
Charlotte,NC
Summary
Diligent Customer Service Representative with a solid background. Proven track record of efficiently resolving customer inquiries and maintaining high satisfaction rates. Demonstrated ability to leverage communication and problem-solving skills to enhance customer experience.
Overview
10
10
years of professional experience
Work History
Customer Service Representative
The Hartford
Hartford, CT
09.2023 - Current
- Streamlined processes for handling claims, improving efficiency and reducing response times.
- Determined purpose of the call by actively listening and interacting with callers, triaged call in a professional and timely manner.
- Collaborated with HR teams to resolve employee inquiries regarding leave entitlements.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Maintained confidentiality while handling sensitive employee information relating to medical or personal circumstances surrounding leaves of absence.
Pharmacy Help Desk Representative
Continuum
Charlotte, NC
06.2023 - 03.2024
- Provide excellent customer service to pharmacy customers, resolving any issues in a timely manner.
- Delivered exceptional customer service to pharmacy customers, effectively resolving issues promptly.
- Handle escalated calls professionally by listening carefully to the needs of each individual customer before offering appropriate solutions.
- Demonstrate strong communication skills when interacting with patients, doctors and other healthcare professionals.
- Stay current on changes in health insurance coverage plans so I can inform customers accordingly..
- Accurately maintain patient profiles in the pharmacy database system.
- Ensured that all prescriptions were filled correctly according to state laws.
- Perform appropriate research in internal databases and online to identify potential providers and resources.
CUSTOMER SERVICE SPECIALIST
Verizon
Charlotte
11.2019 - 08.2023
- Delivered exceptional customer experience by efficiently resolving inquiries and issues related to products and services
- Resolved complex issues and escalated complicated situations to departments or leadership for further support.
- Responded to user inquiries by email, chat, and other channels
- Managed user inquiries via email, chat, and other channels, ensuring timely and accurate responses
- Processed refunds, upgrades and downgrades and document changes accordingly.
Stay At Home Mom
Self Employed
Charlotte, NC
10.2018 - 11.2019
- Managed childcare and housekeeping for family.
- Coordinated family events and activities, ensuring smooth execution.
- Honed organizational and time management skills through family tasks.
- Organized educational activities and resources, promoting academic development and engagement in learning.
REIMBURSEMENT CARE MANAGER
Lash Group
Fort Mill
09.2016 - 10.2018
- Served as primary contact for providers and members, resolving insurance issues related to eligibility, benefits, claims status, and payments
- Acted as a single point of contact and voice for providers and members to resolve insurance issues surrounding eligibility, benefits, claims status and payments
- Confirmed eligibility for copay assistance and processed the enrollment.
- Conducted reimbursement activities including benefit investigations, prior authorizations, and appeals to support seamless processing
- Provided sound customer service over the phone to members and providers; resolved any customer requests in a timely and accurate manner; escalated complaints accordingly.
Education
GED -
Martin Community College
Williamston, NC01-2007
Skills
- Call center experience
- Call handling
- Data management
- Database management
- Technical support
- Critical thinking
- De-escalation techniques
- Conflict resolution
- Active listening
- Call handling
- Building rapport
- Appointment scheduling
Timeline
Customer Service Representative
The Hartford
09.2023 - Current
Pharmacy Help Desk Representative
Continuum
06.2023 - 03.2024
CUSTOMER SERVICE SPECIALIST
Verizon
11.2019 - 08.2023
Stay At Home Mom
Self Employed
10.2018 - 11.2019
REIMBURSEMENT CARE MANAGER
Lash Group
09.2016 - 10.2018
GED -
Martin Community College