Ashley Walsh
State Road,NC
Summary
Customer service professional skilled in managing inbound calls and maintaining customer satisfaction. Proficient in CRM systems with exceptional active listening and multitasking abilities.
Overview
8
8
years of professional experience
Work History
Customer Service Representative
Cigna
Bloomfield, CT
05.2023 - 01.2024
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Developed strong relationships with customers by providing personalized assistance and support.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Developed strong customer relationships to encourage repeat business.
- Answered inbound calls, chats and emails to facilitate customer service.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Used approved scripts to de-escalate angry customers during telephone interactions.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Collected deposits or payments and arranged for billing.
- Updated databases with new and modified customer data.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
- Promoted available products and services to customers during service, account management and order calls.
- Assisted customers with price checks, lifting heavy items and addressing other inquiries.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Utilized job-related software to prepare change of address records and issue service discontinuance orders.
- Prepared and evaluated CRM reports to identify problems and areas for improvement.
- Updated system with order specifics and customer details, preferences, and billing information.
- Determined accurate prices for customer services, consistently searching for deals and best prices.
- Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
Customer Service Representative
SYKES - US Center
, NC
02.2021 - 03.2023
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Developed strong relationships with customers by providing personalized assistance and support.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Answered inbound calls, chats and emails to facilitate customer service.
- Developed strong customer relationships to encourage repeat business.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
CNA
Living Waters Home Care
Sparta, NC
02.2018 - 01.2021
- Provided assistance with activities of daily living, including bathing, dressing and grooming.
- Assisted patients in ambulation and transfers using proper body mechanics.
- Performed vital sign assessments, such as taking blood pressure and temperature.
- Documented patient care services by charting in designated areas.
- Reported changes in patient conditions to registered nurse or physician.
- Answered patient call lights promptly and responded to requests appropriately.
- Observed patients for any physical or emotional changes, reported findings to medical staff immediately.
- Collaborated with interdisciplinary team members to ensure quality patient care was delivered at all times.
- Maintained a clean, safe environment for the patient by adhering to infection control policies and procedures.
- Utilized appropriate safety measures when handling hazardous materials or waste products.
- Monitored food intake and output as directed by nursing staff.
- Demonstrated excellent customer service skills when interacting with patients, families and guests.
- Participated in educational programs designed to improve knowledge of health care practices.
- Provided emotional support to family members during difficult times.
- Educated patients on self-care techniques that would help them maintain their independence.
- Assisted in preparing meals according to prescribed diets while monitoring food consumption levels.
- Ensured compliance with HIPAA regulations regarding confidentiality of information.
- Transported residents within the facility as needed.
- Recognized signs, symptoms of abuse, neglect and reported them per policy.
- Facilitated communication between patients, family members, and healthcare professionals.
- Facilitated activities of daily living, personal hygiene management, feeding and ambulation.
- Observed and reported unusual symptoms and changes to charge nurse.
- Conducted routine checks on patient vitals, blood pressure, blood sugar and heart rate.
- Turned and repositioned residents using proper body mechanics to prevent pressure ulcers.
- Assisted patients with shaving, bathing and oral hygiene to promote healthy habits and overall wellness.
- Assisted residents with bathing and dressing to promote personal hygiene.
- Helped residents walk with or without self-help devices.
- Distributed drinking water and nourishment to residents.
- Maintained accurate, timely flow of information by completing thorough patient records and updating healthcare team on patient status.
- Assisted residents in preparing for activities and social programs.
- Exhibited compassionate care and communication regarding issues surrounding death and dying.
- Managed and maintained patient rooms, shared-living areas and nursing stations.
- Fostered relationships with patients, caregivers and healthcare teams to achieve individual care plan targets.
- Looked for physical, emotional, and symptomatic changes in patient condition and obtained necessary care for medical concerns.
- Supported non-ambulatory residents in range of motion exercises.
- Collected specimens, monitored vitals and maximized patient comfort to maintain optimal environment.
Customer Service Representative
Compucredit
Wilkesboro, NC
04.2016 - 01.2018
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Answered customer inquiries and provided accurate information regarding products and services.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Developed strong relationships with customers by providing personalized assistance and support.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Answered inbound calls, chats and emails to facilitate customer service.
- Developed strong customer relationships to encourage repeat business.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
Education
BBA - Psychology
Capella University
Minneapolis, MN06-2028
GED -
Wilkes Community College
Wilkesboro, NC05-2008
Healthcare Administration
Strayer University
Washington, DCSkills
- Data Entry
- Appointment Scheduling
- Account updating
- Data Collection
- Call Management
- Information Security
- Inbound and Outbound Calling
- Consultative Sales
- Complaint resolution
- Product Knowledge
- Scheduling
- Product and service solutions
- Call center experience
- Building rapport
- Shipping and receiving understanding
- Documentation
- Materials Transport
- Opening and closing accounts
- Customer consulting
- Escalation management
- Medical terminology knowledge
- Order Fulfillment
- Follow-up skills
- Proofreading
- Typing proficiency
- Document Control
- Positive and professional
- International sales support
- Courteous demeanor
- Client Relations
- Money handling abilities
- Call Center Operations
- Skype
- Microsoft Excel
- Technical Support
- Delivery Scheduling
- Project management abilities
- Microsoft Office expertise
- Call escalation
- Product Promotion
- Quality Assurance Controls
- Process Optimization
- Coordination
- Order Processing
- Receiving support
- Spreadsheets
- Multi-line phone talent
Timeline
Customer Service Representative
Cigna
05.2023 - 01.2024
Customer Service Representative
SYKES - US Center
02.2021 - 03.2023
CNA
Living Waters Home Care
02.2018 - 01.2021
Customer Service Representative
Compucredit
04.2016 - 01.2018
BBA - Psychology
Capella University
GED -
Wilkes Community College
Healthcare Administration
Strayer University