Ashley Villacis
Miami,Florida
Summary
Accomplished User Support Specialist at Assurance IQ, adept in ticketing systems and with a proven track record of operational improvement. Leveraged strong communication skills and analytical prowess to decrease escalation resolution times significantly. Excelled in QA auditing at LiveOps, LLC, enhancing compliance and customer service standards.
Overview
12
12
years of professional experience
Work History
User Support Specialist -Commissions
Assurance IQ
01.2021 - Current
- Provide insurance agents with support for general concerns via live chat/email regarding commission payments and escalate complex issues while maintaining SLA standard.
- Create, triage, and manage ticket escalations using Jira/Zendesk software system.
- Calculate, validate, and process agent commission earnings which include sales commission, adjustments, and bonuses.
- Run SQL query’s using Datagip to determine and report policy data discrepancies.
- Collaborate weekly with product team to discuss and strategize methods for escalated ticket resolutions and data analysis overviews.
- Utilize multiple databases such as carrier portals, agent commission UI, CRM, Datagrip
- Compiled, present and actively update knowledge base articles through Confluence.
- Created new procedures for support processes which decreased escalation resolution time drastically.
QA Auditor/Tier 2 Customer Service Representative
LiveOps, LLC
03.2018 - 01.2021
- Responsible for carefully listening to and properly scoring agent performances using Quality Management System (NICE).
- Perform Quality Assurance audits to ensure compliance with internal industry regulations.
- Provide feedback to leadership regarding call trends or compliance issues that may occur.
- Attend weekly collaboration meetings with leadership and clients to discuss new updates/trends.
- Resolved customer complaints and concerns with strong customer service skills on a Tier 2 level.
Administrative Assistant
ServiceMaster of CG
07.2012 - 05.2018
- Monitored status of accounts receivable and payable to facilitate efficient payment processing.
- Schedule and coordinate meetings, appointments, and travel arrangements for supervisors and staff.
- Create and manage project invoices using various programs including Xactimate.
- Process invoices with documentation utilizing Microsoft excel to track and organize payments.
Education
High School Diploma -
Miami Sunset Senior High School
Miami, FLSkills
- Strong Communication Skills
- KPI Accountability
- Ticketing System Proficient
- Issue and Complaint Resolution
- Excellent Analytical Skills
- Complaint Resolution
- Insurance Terminology Knowledge
- Operational Improvement
- CRM System
- Microsoft Excel
- Zendesk
- Jira
Timeline
User Support Specialist -Commissions
Assurance IQ
01.2021 - Current
QA Auditor/Tier 2 Customer Service Representative
LiveOps, LLC
03.2018 - 01.2021
Administrative Assistant
ServiceMaster of CG
07.2012 - 05.2018
High School Diploma -
Miami Sunset Senior High School