Ashley Thorpe
Hazard,KY
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.
Committed job seeker with a history of meeting company needs with consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
I am a hands on leaner who picks up routines very quickly. I like to ensure my work is completed to requirements with each task. I work great alone as well as with other team members. I have more than three years of call center experience as well as more than three years of work from home experience. I am well versed in multitasking on computers while also assisting callers in a timely manner. I have experience with Microsoft Word as well as Excel.
Overview
7
7
years of professional experience
Work History
CSR
Faneuil
Dallas, TX
10.2023 - 09.2024
- Managed multiple tasks simultaneously while providing excellent customer service experience.
- Handled customer inquiries and complaints in a timely manner.
- Identified customer needs and provided appropriate solutions.
- Provided customer service support to customers over the phone and by email.
- Participated in team meetings or training sessions when necessary.
- Maintained records of customer interactions, transactions, comments, and complaints.
- Processed orders, forms, applications, and requests.
- Adhered to company's established protocols for handling confidential data.
- Updated job knowledge by participating in educational opportunities.
Early Childhood Educator
Lklp Headstart
Hazard, KY
09.2022 - 10.2023
- Provided a safe and stimulating learning environment for young children.
- Encouraged children to be understanding of others, show good manners and instructed in other social development behaviors.
- Maintained daily records of individual activities, behaviors, meals and naps.
- Organized indoor and outdoor playtime activities to promote physical and mental development of children.
- Encouraged creativity through art, music, dramatic play and other creative activities.
- Developed age-appropriate activities to encourage physical, social and intellectual development of children.
- Identified children in need of extra support for emotional, health-related or developmental concerns and conceived improvement strategies.
- Stuck to daily routines to help children feel comfortable and promote development.
- Taught children foundational skills in colors, shapes and letters.
- Ensured compliance with relevant regulations such as health and safety standards.
- Observed and monitored the behavior of children in order to ensure safety and provide positive guidance.
- Implemented hands-on, play-based strategies for experiential learning.
- Promoted good behaviors by using positive reinforcement methods.
- Maintained a clean classroom environment ensuring toys are sanitized regularly.
- Collaborated with parents in order to discuss their child's progress or any concerns they may have had regarding their child's development or behavior.
- Promoted effective communication between staff members by participating actively in team meetings.
- Created and implemented developmentally appropriate curriculum addressing learning styles.
- Organized and led activities to promote physical, mental and social development.
- Maintained accurate records of each child's progress including daily observations and anecdotal notes.
- Controlled classroom environments with clearly outlined rules and positive reinforcement techniques.
- Enhanced sensory abilities by giving children access to numerous textures and shapes.
CSR
General Dynamics
Falls Church, VA
04.2020 - 08.2022
- Managed multiple tasks simultaneously while providing excellent customer service experience.
- Handled customer inquiries and complaints in a timely manner.
- Identified customer needs and provided appropriate solutions.
- Provided customer service support to customers over the phone and by email.
- Participated in team meetings or training sessions when necessary.
- Maintained records of customer interactions, transactions, comments, and complaints.
- Processed orders, forms, applications, and requests.
- Answered inbound calls, chats and emails to facilitate customer service.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Used proven techniques to de-escalate angry customers during telephone interactions.
CNA
Hazard ARH
Hazard, KY
04.2019 - 09.2019
- Provided assistance with activities of daily living, including bathing, dressing and grooming.
- Performed vital sign assessments, such as taking blood pressure and temperature.
- Documented patient care services by charting in designated areas.
- Answered patient call lights promptly and responded to requests appropriately.
- Maintained a clean, safe environment for the patient by adhering to infection control policies and procedures.
- Demonstrated excellent customer service skills when interacting with patients, families and guests.
- Assisted patients in ambulation and transfers using proper body mechanics.
- Ensured compliance with HIPAA regulations regarding confidentiality of information.
- Monitored food intake and output as directed by nursing staff.
- Provided emotional support to family members during difficult times.
- Transported residents within the facility as needed.
- Utilized appropriate safety measures when handling hazardous materials or waste products.
- Recognized signs, symptoms of abuse, neglect and reported them per policy.
- Assisted with range of motion exercises and other rehabilitative activities per physician orders.
- Collaborated with interdisciplinary team members to ensure quality patient care was delivered at all times.
- Educated patients on self-care techniques that would help them maintain their independence.
- Assisted patients with shaving, bathing and oral hygiene to promote healthy habits and overall wellness.
- Assisted residents with bathing and dressing to promote personal hygiene.
- Conducted routine checks on patient vitals, blood pressure, blood sugar and heart rate.
- Facilitated activities of daily living, personal hygiene management, feeding and ambulation.
- Turned and repositioned residents using proper body mechanics to prevent pressure ulcers.
- Looked for physical, emotional and symptomatic changes in patient condition and obtained necessary care for medical concerns.
- Maintained accurate, timely flow of information by completing thorough patient records and updating healthcare team on patient status.
CNA
Hazard Health And Rehabilitation Center
Hazard, KY
07.2017 - 06.2018
- Assisted patients with daily living activities, promoting independence and dignity.
- Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
- Promoted good oral and personal hygiene by aiding patients with shaving, bathing, and teeth brushing.
- Enhanced patient satisfaction by providing compassionate and attentive care.
- Maintained confidentiality of patient information according to HIPAA guidelines while communicating effectively with team members about critical updates.
- Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
- Utilized proper body mechanics and assistance devices when transferring patients, minimizing the risk of injury for both parties.
- Ensured prompt response to call lights, addressing patient needs in a timely manner.
- Prevented bedsores by regularly repositioning patients and implementing proper wound care techniques.
- Delivered individualized patient care by recording vital signs, documenting observations, administering treatments, and evaluating patient needs.
Education
High School Diploma -
Perry County Central High School
Hazard, KY05-2017
Skills
- CRM Software
- Complaint Handling
- Product Knowledge
- Data Entry
- Inbound and Outbound Calling
- Data Collection
- Complaint Resolution
- Information Security
- Adaptive Team Player
- De-Escalation Techniques
- Computer Proficiency
- Receiving Support
- Prioritization
- Customer Education
- Credit Card Payment Processing
- Customer Service
- Active Listening
- Professional Telephone Demeanor
- Call Center Operations
- High-Energy Attitude
- Microsoft PowerPoint
- Office Equipment Proficiency
- Microsoft Excel
- Typing 30 WPM
- Microsoft Outlook
- Multi-Task Management
- Reading Comprehension
- Coordination
Engagement leader for the month of June 2025
For the month of June I agreed to and became the leader of the engagement group for Centene and excelled at participation levels received back
Timeline
CSR
Faneuil
10.2023 - 09.2024
Early Childhood Educator
Lklp Headstart
09.2022 - 10.2023
CSR
General Dynamics
04.2020 - 08.2022
CNA
Hazard ARH
04.2019 - 09.2019
CNA
Hazard Health And Rehabilitation Center
07.2017 - 06.2018
High School Diploma -
Perry County Central High School