Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Barista
Ashley Veloz

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

10
10
years of professional experience

Work History

Rights Owner Specialist - Trust & Safety

Walmart Risk Ops
04.2023 - Current
  • Effectively manage customer communications across various channels, adapting styles to meet unique customer needs, and confirming understanding by restating concerns.
  • Prioritize and address customer needs in a contact center environment.
  • Utilize data collection tools to generate detailed reports and perform quality checks.
  • Model Walmart’s values, supporting corporate social responsibility, integrity, and ethics in all business activities.
  • Embrace change and support digital transformation initiatives, demonstrating resilience and adaptability to new tools, methods, and organizational changes.
  • Foster 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 (ServiceNow, JIRA, Escalations, Salesforce, IP Invest, VOC, BVR, Express CF, Brand Portal).
  • Work on copyright, trademark, patent, design rights, and counterfeit claims.
  • Ensure that sellers and claimants are following the correct legal process to ensure an overall safe Walmart Marketplace experience.
  • Increase seller satisfaction by implementing efficient business processes and provide exceptional service.
  • Enhance claims process efficiency by streamlining workflows and implement time-saving procedures.
  • Maintain detailed case records using specialized software programs for easy reference during future audits or reviews.
  • Mitigate risk by identifying trends in claim patterns and recommending proactive prevention strategies to management.
  • Contribute to team success by consistently meeting or exceeding individual performance metrics for claim resolution.
  • Identify fraudulent claims through careful analysis of data, protecting company assets from potential losses.
  • Reduce claim resolution times with thorough investigation, and effective communication among involved parties.
  • Provide exceptional customer service throughout the resolution process, fostering client trust and loyalty.
  • Handle complex cases with multiple parties involved, effectively managing priorities and deadlines to ensure timely resolutions.
  • Analyze the information gathered by investigation and report the findings and recommendations.
  • Follow up with sellers and claimants for and unresolved issues to work towards a solution in a timely manner.

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
  • Completed manager duties including bank runs, register close outs, inventory reports, and managing of the store.
  • 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

Associate of Arts - General Studies

UMass Global
Irvine, CA
10-2025

High School Diploma -

Glen Allen High School
Glen Allen, VA
06.2017

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
  • (Respectful) 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)

- Nested and collaborated with the Philippines team for optimal work performance within the department
- Volunteer for any project that comes up
- I requested to take over all 'StripeDevice' claims coming in since I learned how to work those claims in bulk successfully and was able to knock those out quickly and lower the ServiceNow queue when it was substantially high (thousands of items actioned).
- Made circumvention tickets for Policy/Rules Team when needed for the circumvention project we had
- Periodic review (only luxury) project for Policy
- Assist within team Slack channels often especially when TLs are out of office
- Communicated to TM (Melissa) that I wanted to start helping Ana with rule tickets, so she utilized my help over the Holidays to assist with making those
- Anytime someone isn't here on rotations I have automatically started doing the work on that rotation
- I have had the new facilitators for RO shadow me for ServiceNow and Salesforce, then had the new India team trainers mentor me right after
- I also worked on the Brand Portal team last year for half the year before coming back to Intellectual Property to meet the company's needs
- The Philippines team will individually reach out for help or clarification on things often which I love to assist them in all their needs. Even other agents on the US side will reach out individually for clarification/assistance.
- I started noticing bad faith claim trends and went back and reworked about a hundred or so claims invalid and allowed the items since we were getting more workload in Salesforce due to items being removed in bad faith, also escalated those emails to policy.
- Helped with all training materials and collaborated with the facilitators to make sure the content matched what information was needed to be successful in the role of a Rights Owner Specialist for the BPO team and new US agents.
- Acted as a mentor for the 16 new Rights Owner specialists who recently joined the team, still currently a mentor as the new agents are in nesting.

Timeline

Rights Owner Specialist - Trust & Safety

Walmart Risk Ops
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

Associate of Arts - General Studies

UMass Global

High School Diploma -

Glen Allen High School

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Ashley Veloz