Ashley Wade
Atlanta,GA
Summary
Knowledgeable and dedicated customer service and people manager with extensive experience and a track record of dependability and leadership. Goal-oriented and dedicated to meeting team and individual performance objectives and achieving set targets. Offering over 15 years of extensive leadership experience. Committed individual well-versed in providing thorough training, coaching, setting team goals and developing innovative strategies. Superb oral and written communication skills paired with excellent time management and leadership abilities. Motivational, energetic, and results-oriented with exemplary passion for developing relationships, cultivating partnerships, and growing businesses. Skilled professional with experience in collections, customer service and data entry. Exceptional interpersonal and problem-solving skills. Effectively mediates customer disputes and collects payment in timely manner.
Overview
17
17
years of professional experience
Work History
Employee Resource Center Quality Analyst
Amazon
09.2020 - 06.2023
- Supported a team of 20 Employee Resource Center team members by conducting weekly audits of their interactions, in line with quality program guidelines, insisting on the highest quality standards
- Conducted monthly coaching for improvement sessions providing feedback to team members promoting first-contact resolution and quality improvement
- Identified trends and gaps in employee contact handling, create reports for leadership and training teams and make recommendations to close gaps and update SOPs
- Advocated relentlessly for the ERCs customers and am a facilitator of service excellence in the ERC.
COVID Resource Center Associate
Amazon
06.2020 - 09.2020
- Took ownership of employee contacts ensuring that each contact was accepted and resolved with a high degree of discretion, customer focus and empathy
- Resolved queries by referring to documentation such as frequently asked questions and standard operating procedures (SOPs) and escalated when those could not be resolved
- Processed claim approvals and denials for various leaves of absence (STD, Maternity, Accommodations
- Military, Personal, etc.)
- Worked with leadership and compliance to create, implement, and update departmental SOPs.
Customer Service Representative-Intake Specialist
Unum
08.2019 - 02.2020
- Provided information on Group and Voluntary Benefits
- Assisted callers with intake of FML and Short-term Disability claims
- Provided accurate information and excellent customer service
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Project Coordinator Provider Participation
Change Healthcare Corporation
03.2017 - 01.2018
- Performed account setups and maintenance during HEDIS and PIA seasons
- Worked as a liaison between Account Managers and clients (health plans)
- Trained others on proper Provider Participation Form (PPF) procedures.
Document Management QA Supervisor
Change Healthcare Corporation
02.2015 - 02.2017
- Lead and developed a team of 5 Quality Auditors and achieved team performance goals
- Performed quality assurance audits and prepared employee and department reports
- Evaluated interactions between associates and analysts to assess personnel performance and compliance
- Held coaching sessions with analysts to review completed audits
- Lead the development and improvement of guidelines and procedures.
Document Management Specialist
Change Healthcare Corporation
02.2013 - 08.2015
- Performed routine data entry into database
- Assisted customers and associates and resolved complaints
- Supported cross-functional team projects while updating and maintaining medical record databases.
Customer Service Manager
Walmart Stores Inc.
04.2006 - 12.2012
- Sought out and obtained new business prospects while increasing monthly membership by 20%
- Assisted customers and associates and resolved complaints
- Recruited new hires, conducted interviews, evaluations and coaching for improvement while managing 100+ employees.
Education
Bachelor of Science - Business Administration- Management
Western Governors University
Millcreek, UT05.2024
Associate of Science - Business Administration- Management, Computer Information Systems
Atlanta Technical College
Atlanta, GA05.2021
Skills
- Contact center
- HIPAA Compliance
- Claims
- Process Creation & Implementation
- Quality Assurance Analyst
- Human Resources Management
- Training implementation
- Report creation
- Project Management
- Strategic Thinking
- Data Interpretation
Personal Information
Title: Human Resources Management
Timeline
Employee Resource Center Quality Analyst
Amazon
09.2020 - 06.2023
COVID Resource Center Associate
Amazon
06.2020 - 09.2020
Customer Service Representative-Intake Specialist
Unum
08.2019 - 02.2020
Project Coordinator Provider Participation
Change Healthcare Corporation
03.2017 - 01.2018
Document Management QA Supervisor
Change Healthcare Corporation
02.2015 - 02.2017
Document Management Specialist
Change Healthcare Corporation
02.2013 - 08.2015
Customer Service Manager
Walmart Stores Inc.
04.2006 - 12.2012
Bachelor of Science - Business Administration- Management
Western Governors University
Associate of Science - Business Administration- Management, Computer Information Systems
Atlanta Technical College