Ashley Starr
Cloquet,MN
Summary
Agile and adaptable team leader with stellar work history, motivational approach and upbeat nature. Forward-thinking and industrious with diplomatic communication style focused on maximizing engagement and satisfaction. Hardworking team player bringing necessary experience and knowledge to tackle any operational demand. First-class problem solver with excellent interpersonal skills.
Overview
16
16
years of professional experience
Work History
Team Lead
Optum
Duluth, MN
11.2021 - Current
- Participated in cross-functional team-building activities.
- Took on additional job duties during unexpected backlog, resulting in meeting project target date.
- Coached team members in techniques necessary to complete job tasks.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Evaluated employee skills and knowledge regularly, training and mentoring individuals with lagging skills.
- Adapted plans and adjusted focus to maintain product functionality.
- Minimized resource and time losses by addressing employee or production issue directly and implementing timely solutions.
Customer Service Account Manager
Optum
Duluth, MN
07.2015 - 11.2021
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Increased efficiency and team productivity by promoting operational best practices.
- Managed timely and effective replacement of damaged or missing products.
- Communicated professionally with colleagues, partners and clients.
- Trained new personnel regarding company operations, policies and services.
- Cross-trained and backed up other customer service managers.
- Effective liaison between customers and internal departments.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Sought ways to improve processes and services provided.
- Responded proactively and positively to rapid change.
Senior Customer Service Representative
Optum
Duluth, MN
09.2014 - 07.2015
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Greeted customers and listened closely to problems described to determine solutions.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Leveraged consistent, successful strategies to meet and exceed performance goals.
- Developed dynamic ownership skills by resolving challenging situations and asking in-depth questions of customers.
- Escalated issues to proper supervisors when standard processes were not effective.
- Promoted to team lead of customer service for displaying enthusiasm and remaining calm in extremely trying situations.
Slot Service Associate
Grand Casino Hinckley
Hinckley, MN
09.2005 - 09.2014
- Trained new associates
- Handled taxable jackpot transactions and paperwork
- Keep track of and stock inventory
- Accurately maintain large amounts of cash for jackpot transactions
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Education
Bachelor of Science - Health Information Management
Eastern Gateway Community College
Steubenville, OHSkills
- Knowledgeable in SQL, Sharepoint, Microsoft Excel, Powerpoint
- Daily workflow improvement
- Staff education and training
- Complaint resolution
- Responding to Difficult Customers
- Calm and Professional Under Pressure
- Verbal and Written Communication
- Creative Problem Solving
- Data Entry and Maintenance
- Strong Analytical and Problem Solving Skills
- Complex Product Knowledge
- Inventory Management
Timeline
Team Lead
Optum
11.2021 - Current
Customer Service Account Manager
Optum
07.2015 - 11.2021
Senior Customer Service Representative
Optum
09.2014 - 07.2015
Slot Service Associate
Grand Casino Hinckley
09.2005 - 09.2014
Bachelor of Science - Health Information Management
Eastern Gateway Community College
Similar Profiles
Kaitlynn GalloKaitlynn Gallo
Medical Assistant at OptumMedical Assistant at Optum
Samantha RunnerSamantha Runner
Network Program Consultant at OptumNetwork Program Consultant at Optum
Jocina RosarioJocina Rosario
Coding Quality Analyst at OptumCoding Quality Analyst at Optum
Heather N. BarndtHeather N. Barndt
Supervisor at OptumSupervisor at Optum
Jasper CraneJasper Crane
Cook at Sammy's PizzaCook at Sammy's Pizza