Ashley Watts
Houston, TX,TX
Summary
Articulate and energetic Customer service agent seeks to utilize demonstrated experience in the field of exceeding customer service expectations. Hardworking self starter that is willing to learn and accept constructive criticism positively seeks an opportunity to become a value added employee to your company. Possesses the ability to type 50 wpm with application of MS word, Excel, Access, PowerPoint and internet research, Candidate enjoys contributing to a team effort and creating a good working environment. Reliable and adaptable: willing to learn new system quickly and take initiative.
Overview
15
15
years of professional experience
Work History
Pharmacy Service Representative
ContinuumGlobal
09.2023 - Current
- Contacted patients from CVS specialty pharmacy and scheduled prescriptions for refill
- Contacted doctor's office to obtain new prescriptions, confirm appointments.
- Performed wide range of pharmacy operations with strong commitment to accuracy, efficiency and service quality.
- Consulted with insurance company representatives to complete claims processing, resolve concerns, and reconcile payments, etc.
- made outbound calls to patients. to inform patients about estimated copays, order delays, etc.
- Coordinated with healthcare providers to verify prescription accuracy, preventing potential medication errors or adverse reactions in patients.
- Enhanced patient satisfaction by providing exceptional customer service in a fast-paced pharmacy environment.
- Maintained patient confidentiality through diligent adherence to HIPAA regulations when accessing and updating medical records.
- Managed phone lines professionally, triaging calls as necessary to ensure prompt attention from appropriate personnel.
Customer Service Representative
The Home Depot Inc
10.2018 - 04.2023
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Troubleshoot products.
- Check order status
- Process payments,
- Upselling products
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Customer Care Advocate
Sutherland Global
02.2016 - 09.2018
- Participated in ongoing training opportunities to expand skillset and stay current on best practices for delivering superior support.
- Mentored new hires by sharing knowledge and providing guidance, contributing to a more competent and cohesive team overall.
- Leveraged strong listening skills to identify customer needs and recommend appropriate solutions or alternatives.
- Built rapport with customers through personalized interactions, increasing their trust in the company''s products or services.
Customer Service Representative Team Lead
Humana
04.2013 - 07.2016
- Provided ongoing support to team members through mentoring, coaching, and skill development sessions.
- Boosted morale within the team by organizing engaging team-building activities and encouraging open communication among peers.
- Managed escalated customer issues, ensuring swift resolution and maintaining positive relationships with clients.
- Conducted regular performance evaluations, setting clear expectations and providing constructive feedback to support professional growth.
- Improved overall call center performance with effective coaching and feedback to team members.
- Achieved consistently high-performance ratings from both customers and management through diligent monitoring and coaching efforts.
- Reduced average handle time by providing ongoing coaching on efficient call handling techniques.
Dispatcher
Allstate Motor Club
01.2009 - 03.2013
- Managed high-stress situations calmly and effectively, ensuring timely assistance to those in need.
- Communicated with drivers and personnel to coordinate timely delivery of goods and materials.
- Provided exceptional customer service to callers, remaining empathetic and patient during emergencies.
- Promoted teamwork among colleagues by proactively assisting others when needed.
- Maintained updated and detailed records of calls in physical and electronic database.
- Consistently met performance metrics for call handling, contributing to the overall success of the department.
- Collaborated with fellow dispatchers to maintain a seamless workflow during shift changes.
Education
GED -
Houston Community College
Houston, TX06.2005
Skills
- Patient confidentiality
- Insurance Verification
- HIPAA Regulations
- Organization and prioritization
- Professional Appearance
- Telephone Etiquette
- Salesforce
- Computer Skills
- Problem Resolution
- Calm Under Pressure
Timeline
Pharmacy Service Representative
ContinuumGlobal
09.2023 - Current
Customer Service Representative
The Home Depot Inc
10.2018 - 04.2023
Customer Care Advocate
Sutherland Global
02.2016 - 09.2018
Customer Service Representative Team Lead
Humana
04.2013 - 07.2016
Dispatcher
Allstate Motor Club
01.2009 - 03.2013
GED -
Houston Community College