Ashley Wade
Atlanta,GA
Summary
Results-driven Representative known for productivity and efficiently completing tasks. Skilled in client communication, problem resolution, and process optimization. Excel in negotiation, strategy development, and customer relationship management. Leverage active listening, empathy, and persuasive speaking to achieve objectives and exceed goals.
Versatile Business Operations Specialist with background in optimizing operational processes and implementing effective business solutions. Skilled in project management, strategic planning, and process improvement, consistently delivering results that drive efficiency and reduce costs. Strong analytical abilities and problem-solving skills contribute to successful project outcomes and positive impacts on overall business performance.
Overview
19
19
years of professional experience
Work History
Claims Care Center Representative
American Family Insurance
07.2023 - Current
- Manage inbound calls documenting detailed auto and home claims information
- Facilitate prompt resolution of inquiries for policyholders, claimants, and other claim stakeholders
- Maintain a 10-minute average call handling time and 97% customer satisfaction
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, created reports for leadership and training teams, and made recommendations to close gaps and update SOPs
- Advocated relentlessly for the ERC's customers and facilitated 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
- Led 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
- Led 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, UTSkills
- Customer Service
- Quality Assurance
- Team Leadership
- Data Analysis
- Communication
- Problem Solving
- Process Improvement
- Remote Work Proficiency
- Salesforce
- Human Resources
- Project Management
- Data Entry
- HIPAA Compliance
- Attention to Detail
- Time Management
- Microsoft Office Proficiency
- Leadership
- Team Collaboration
- Client service
- Performance tracking
- Business development
- Staff training
- Technical troubleshooting
Timeline
Claims Care Center Representative
American Family Insurance
07.2023 - Current
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