Ashley Widerman
Inman,SC
Summary
Polite and professional Customer Service Representative successful in applying strong communication and problem resolution skills to each customer issue. Solid history of surpassing productivity and quality targets in high-volume settings. Skillful in building long-lasting, loyal customer relationships in busy, fast-paced call center. Committed to providing prompt, quick and accurate service to large volume of incoming calls.
Overview
9
9
years of professional experience
Work History
Team Manager II
TD Auto Finance, TD Bank NA
10.2022 - Current
- Leads 14 employees through effective communication, coaching, training, and development remotely.
- Protects bank from risk by ensuring that coaching and training is provided to uphold regulatory compliance.
- Establishes and maintains performance, quality and regulatory compliance standards for legendary customer service on all interactions.
- Aligns team goals and objectives with organizational strategy, aiding business growth.
- Maintains positive customer relations by addressing problems head-on and implementing successful corrective actions.
Resource Officer II
TD Auto Finance, TD Bank NA
11.2020 - 10.2022
- Maintained high corporate standards by ensuring that frontline agents followed all company processes and procedures through helpdesk calls and email.
- Leveraged deep knowledge and understanding of banking industry to handle customer inquiries with increased complexity.
- Addressed, researched, and resolved customer and dealership complaints within service level agreements.
- Increased productivity by updating training material utilized by the resolutions team, successful training of 5 resolution agents, 3 stretch resolution agents, and 2 complaints assignments agents.
- Reduced process bottlenecks by training and coaching employees on practices, procedures, and performance strategies.
Banking Specialist II
TD Auto Finance, TD Bank NA
04.2018 - 10.2020
- Offered friendly and efficient service to customers, handling challenging situations with ease in a high-volume, fast paced call center while consistently exceeding performance and maintaining compliance metrics.
- Monitored and reported new hire progress, providing hands on training of tools, work flows, and systems.
- Leveraged deep knowledge and understanding of banking industry to prevent delays to ensure proper account handling through first call resolution.
- Participated in COVID extension project, ensured all pandemic related extensions were handled in accordance with regulatory guidelines.
Escalations Specialist
Citi Bank NA
03.2015 - 10.2017
- Resolved customer complaints by effectively managing escalations and addressing concerns in a timely manner.
- Developed soft and hard skills through communication with clients, assessing and addressing individual needs, providing timely and quality support.
- Communicated best practices among on-site and external personnel to align efforts and goals.
- Ensured that individual performance metrics were met and exceeded consistently through customer satisfaction surveys, regulatory compliance monitoring , and call handling metrics.
- Assisted escalated client cases through the process of disputed and/or fraudulent transactions while maintaining highly detailed records of client account activity, including financial transactions.
Education
High School Diploma -
Frederick High School
Frederick, MDSkills
- Customer Service
- Quality Standards
- Conflict Resolution
- Critical & Analytical Thinking
- Effective Communication
- Time Management
- Leadership
- Documentation
- Organization
- Training
- Microsoft Suite
- Work from Home experience
Awards/ Recognition
- TD Bank WOW Star (3) - Q3 2022, Q4 2021, Q2 2019
- TD Bank Rising Star (7)- Q2 2022, Q3 2021, Q3 2020, Q2 2020, Q1 2020, Q4 2019, Q3 2018
Timeline
Team Manager II
TD Auto Finance, TD Bank NA
10.2022 - Current
Resource Officer II
TD Auto Finance, TD Bank NA
11.2020 - 10.2022
Banking Specialist II
TD Auto Finance, TD Bank NA
04.2018 - 10.2020
Escalations Specialist
Citi Bank NA
03.2015 - 10.2017
High School Diploma -
Frederick High School
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