Ashley Veloz
Hopkinsville,KY
Summary
Committed to delivering exceptional customer experiences and providing the highest level of service. Strong aptitude for problem-solving and understanding diverse perspectives to identify effective solutions. Continuously seeking growth and self-improvement opportunities, driven to achieve personal and team goals alongside colleagues.
Overview
7
7
years of professional experience
Work History
Rights Owner Specialist - Trust & Safety
Walmart
04.2023 - Current
- Effectively managed customer communications across various channels, adapting styles to meet unique customer needs and confirming understanding by restating concerns. Prioritized and addressed customer needs in a contact center environment.
- Utilized data collection tools to generate detailed reports and perform quality checks.
- Modeled Walmart’s values, supporting corporate social responsibility, integrity, and ethics in all business activities.
- Embraced change and supported digital transformation initiatives, demonstrating resilience and adaptability to new tools, methods, and organizational changes.
- Fostered an inclusive work environment, supporting diversity in all forms and encouraging a culture that values diverse perspectives and contributions.
- Trained in all areas of the Rights Owner department (Service Now, JIRA, Escalations, Salesforce, IP Invest, VOC, BVR, Express CF, Brand Portal)
- Work on copyright, trademark, patent, design, and counterfeit claims daily
- Ensure that other sellers/claimants are following the correct legal process to ensure an overall safe Walmart Marketplace experience
- Nested and collaborated with the PH agents for optimal work performance within the department
- Increased seller satisfaction by implementing efficient business processes and providing exceptional service.
- Enhanced claims processing efficiency by streamlining workflows and implementing time-saving procedures.
- Maintained detailed case records using specialized software programs for easy reference during future audits or reviews.
- Mitigated risk by identifying trends in claim patterns and recommending proactive prevention strategies to management.
- Contributed to team success by consistently meeting or exceeding individual performance metrics for claim resolution.
- Identified fraudulent claims through careful analysis of data, protecting company assets from potential losses.
- Reduced claim resolution times with thorough investigation and effective communication among involved parties.
- Provided exceptional customer service throughout the resolution process, fostering client trust and loyalty.
- Handled complex cases with multiple parties involved, effectively managing priorities and deadlines to ensure timely resolutions.
- Analyzed information gathered by investigation and reported findings and recommendations.
- Followed up with sellers/claimants on unresolved issues.
Senior Coordinator
Walmart Fulfillment Services
07.2022 - 04.2023
- Score well on QA's by providing correct/needed information for seller's and always leaving detailed internal notes for next agent
- Top performer in metrics
- Handle Fixit tickets outside of SLA in order to provide timely resolutions
- Became a mentor for the team while only being at the company two months
- Providing welcoming attitude for other team members and seller's that call in for assistance
- Responding to seller's by email, customizing the response so that it is not repetitive and more personable
- Making sure I understand cases fully before responding or asking for clarification in order to better the seller experience
United Healthcare Agent
TTEC
09.2021 - 07.2022
- Verified insurance coverage by telephone and online to guarantee proper reimbursement of benefits and estimate patients' financial responsibilities.
- Contacted primary medical groups and doctor's offices to discuss and resolve unpaid claims and incorrectly paid claims.
- Answered multi-line phone system and greeted callers enthusiastically.
- Answered customer telephone calls promptly and appropriately handled needs.
- Collected, analyzed and validated agency commissions.
- Performed tier exceptions, formulary exceptions, and appeals on prescriptions for members.
- Displayed consistent, positive attitude towards customers, peers and other personnel, even during high-stress situations.
- Conducted annual reviews of existing policies to update information.
- Calculated premiums and established payment methods for sales.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Surpassed performance goals by approaching interactions with resourcefulness, organization and customer-centric solutions.
- Increased efficiency and team productivity by promoting operational best practices.
- Handled over 45 calls per shift signing up new customers, retrieving customer data, presenting relevant product information and cancelling services.
CBD Specialist
CBD Pros USA
02.2021 - 10.2021
- Followed all company policies and procedures to deliver quality work.
- Listened and responded to customer requests and forwarded necessary information to superiors.
- Interpreted clients' needs and introduced services to fit specific requirements.
- Attended training programs to deepen professional skillset and assisted in training fellow store associates on existing and new training programs.
- Provided personalized customer service by greeting each customer, assisting with purchases, suggestively selling and making sure all CBD products are available.
- Drove sales through sampling initiatives, suggestive selling and communication of promotional items and specials.
- Prepared, presented and maintained appropriate stock levels to promote product availability to customers.
- Kept detailed records of project progress, discrepancies and other funding issues.
- Completed physical inventory counts twice a week.
- Performed data entry and completed proper paperwork.
- Recorded information, shortages and discrepancies to keep records current and accurate.
- Worked with supervisors and team members to understand supply needs and bring levels within desired tolerances.
- Performed 5-23 different store inventory orders every week and submitted to warehouse to process request.
Military Police Officer
U.S. Army Active Duty
07.2017 - 02.2021
- Secured restricted areas and enforced limited access for civilians and military members in order to provide force protection and property security.
- Manned base entry points to provide 24/7 force protection, reviewing identifications, searching vehicles and verifying deliveries prior to entrance to secure areas.
- Provided emergency response security, eliminating hazards and potential dangers.
- Patrolled base facilities and housing areas to deter crime, monitor activities and provide force protection.
- Searched vehicles, buildings, and homes for evidence of stolen property.
- Supervised 24-hour police operation investigating civil disturbances on base.
- Gathered evidence, processed crime scenes and questioned witnesses and suspects.
- Investigated security issues involving domestic violence, assault and theft occurring on base among active military members.
- Mitigated risk, providing immediate emergency response security.
- Authored daily activity, incident and irregularity reports.
Education
Associates - General Studies
UMass Global
Irvine, CAHigh School Diploma -
Glen Allen High School
Glen Allen, VA06.2017
Skills
- Maintaining Confidentiality
- Claims Information Gathering
- Online Systems
- Adaptability
- Microsoft Office and Teams
- Customer Service
- Active Listening
- Teamwork and Collaboration
- Analytical and Critical Thinking
- Customer relations
- Verbal and written communication
- Multitasking Abilities
- Attention to detail
- Situational awareness
- Interpersonal skills
- Emotional intelligence
- Case management
- De-escalation techniques
- Information collection
- Conflict resolution skills
- Assertiveness
Accomplishments
- Good Conduct Medal (3 Years) July 2020
- Teammate of the Month June 2021
- Used Microsoft Excel to develop inventory tracking spreadsheets. (March 2021-October 2021)
- Mentored new class of Walmart Fulfillment Service (WFS) agents (March 2023)
- Promoted to Rights Owner Specialist after being with Walmart for 9 months (April 2023)
Timeline
Rights Owner Specialist - Trust & Safety
Walmart
04.2023 - Current
Senior Coordinator
Walmart Fulfillment Services
07.2022 - 04.2023
United Healthcare Agent
TTEC
09.2021 - 07.2022
CBD Specialist
CBD Pros USA
02.2021 - 10.2021
Military Police Officer
U.S. Army Active Duty
07.2017 - 02.2021
High School Diploma -
Glen Allen High School
Associates - General Studies
UMass Global