Ashley Wilbert
Student Advisor, Customer Service Agent
Toledo,OH
Summary
Culturally competent and meticulous Customer Service Agent with experience in remote, hybrid, and in-office work environments. Adept at customer service success, cohort management, meticulous software management, advising and resource management.
Overview
13
13
years of professional experience
Work History
Student Advisor, Customer Service Agent
Purdue University Global
01.2024 - Current
- Advise approximately 400 student clients within the School of Business and Information Technology via chat, phone, email message, and/or text message; and provide advisement to clients and students outside of cohort as well.
- Maintain detailed records of client interactions, and utilize Salesforce to provide data-driven results and insights.
- Conduct regular reviews of reports based on caseload, intervening early when potential issues are identified to prevent student attrition.
- Assist in cohort training as needed.
Customer Service Agent
Solution Tree
02.2023 - 12.2023
- Managed high-volume customer inquiries via the company’s online chat portal, maintaining an approximate 95% customer satisfaction rating.
- Utilized structured data tracking to generate corporate quotes, ranging from $500 to $900,000, ensuring precision in pricing, discounts when applicable, and shipping timeframes.
- Accurately provided recorded-keeping of business orders and provided solutions, through multiple software.
Resident Student Advisor (Hybrid)
Showa Boston Institute
10.2021 - 02.2023
- Supported student needs for 700 on-campus students per term.
- Counseled students every term.
- Advised students in the Japan campus on school interests and English as a second language skills.
Personal Assistant (Hybrid)
Private Employer
10.2017 - 10.2021
- Coordinated daily and weekly schedules, itineraries, and appointments.
- Handled personal logistics, booked appointments and travel needs, and accommodations.
- Managed and executed daily requests with complete confidentiality.
Career Coach and Computer Teaching Assistant
Jewish Vocational Service
08.2014 - 09.2017
- AmeriCorps Member, 2014-2015, promoted in one year.
- Provided cohort management to 200 adult international students, via chat, email, and phone per day.
- Evaluated candidates each month to meet program enrollment goals, achieving goals of 96% each term, resulting in department grant renewals of $500,000.
- Utilized multiple SaaS software, including Salesforce, to provide accurate record-keeping.
Administrative Assistant
Toledo Lucas County Port Authority
11.2013 - 08.2014
- Performed general office duties for 7 businesses
- Deposited companies daily bank deposits averaging $500,000
Education
Master of Science - Information Technology - Healthcare Informatics
Southern New Hampshire University
Manchester, NH 05.2001 -
Bachelor of Arts - Women's Studies; Psychology
The Ohio State University
Columbus, OH 05.2001 -
Skills
Time management
Advanced proficiency in SaaS ie: Salesforce, Dropbox
Advanced proficiency in: Google Suite, Microsoft Office, Zoom, Slack, ETO
Timeline
Student Advisor, Customer Service Agent
Purdue University Global
01.2024 - Current
Customer Service Agent
Solution Tree
02.2023 - 12.2023
Resident Student Advisor (Hybrid)
Showa Boston Institute
10.2021 - 02.2023
Personal Assistant (Hybrid)
Private Employer
10.2017 - 10.2021
Career Coach and Computer Teaching Assistant
Jewish Vocational Service
08.2014 - 09.2017
Administrative Assistant
Toledo Lucas County Port Authority
11.2013 - 08.2014
Master of Science - Information Technology - Healthcare Informatics
Southern New Hampshire University
05.2001 -
Bachelor of Arts - Women's Studies; Psychology
The Ohio State University
05.2001 -