Ashley Tillisch
Jacksonville,FL
Summary
Experienced Customer Services Representative seeking a long-term opportunity to grow and take on more experiences within a great company. A dedicated hard worker, fast learner, very customer oriented who loves a challenge. Understands how to prioritize work and have time management skills.
Overview
9
9
years of professional experience
Work History
Member Advocate
Blue Cross Blue Shield of Massachusetts
10.2023 - Current
- Contributed to a positive work environment by cooperating with colleagues and maintaining open lines of communication across departments.
- Maintained up-to-date knowledge of industry trends and best practices, adapting processes as needed to deliver exceptional support services for all members.
- Maintained detailed records of all interactions, allowing for easy reference and improved follow-up on outstanding matters.
- Assisted in updating company policies as necessary based on feedback received from members directly or through ongoing trend analysis efforts within our team.
- Knowledge of Microsoft Office
- Excellent written, verbal, and research skills
- Assisting members with inquiries they have and give them a solution
Escalation Specialist
Citibank (Citi)
Jacksonville, FL, US
02.2021 - 09.2023
- Assist with resolving supervisor-escalated customer inquiries related to account level information and provide technical assistance as required
- Solve moderately complex problems, time sensitive inquiries, and multi-task in high-volume situations
- Track and report data for management action
- Identify and escalate issues to appropriate sources
- Appropriately assess risk when business decision are made, demonstrating particular consideration for the firm’s reputation
Customer Service Representative
Citibank (Citi)
Jacksonville, FL, US
05.2019 - 01.2021
- Assisted with customer services inquiries and provided solutions based on client needs
- Effectively used various computer systems to complete assigned tasks and address inquiries
- Developed and maintained working knowledge of specific groups of Citi products and services
- Helped agents with complex calls
- Handled escalated calls when supervisor assistance was requested
Assistant Manager/ key holder
Larry's Giant Subs
Jacksonville, FL, US
03.2016 - 06.2018
- Managed a fast-paced, high-volume restaurant
- Trained new team members
- Provided excellent customer service
- Ensured proper cash handling procedures were followed
- Ensured product quality and restaurant cleanliness standards were met
Education
Some college - Business Administration
Florida State College At Jacksonville
High school diploma -
Sandalwood High School
05.2017
Skills
- Customer Service
- Call Center
- Teamwork
- Time Management
- Communication
- Cash Handling
- Shift Management
- Food Preparation
- Key Holder
Personal Information
Work Permit: Authorized to work in the US for any employer.
Additional Information
- Completed Pharmacy, Blue Choice and Dental training, currently taking on trainings
- Assisted on the fraud intake since 10/01/2024
- Metrics are all at goal and under the goal
- Well at taking feedback and constructive criticism and applying it to my future performance
Timeline
Member Advocate
Blue Cross Blue Shield of Massachusetts
10.2023 - Current
Escalation Specialist
Citibank (Citi)
02.2021 - 09.2023
Customer Service Representative
Citibank (Citi)
05.2019 - 01.2021
Assistant Manager/ key holder
Larry's Giant Subs
03.2016 - 06.2018
Some college - Business Administration
Florida State College At Jacksonville
High school diploma -
Sandalwood High School