Ashley Wiley
Mobile,AL
Summary
Versatile Technical Support Representative skilled at offering clients easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products.
Overview
4
4
years of professional experience
Work History
Technical Support Representative
Apple
05.2023 - 01.2024
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Boosted first-call resolution rates with efficient problem-solving skills and deep product knowledge.
- Assisted in streamlining internal processes, reducing call wait times and increasing overall efficiency.
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
Customer Support Specialist
Anthology Blackboard
12.2022 - 05.2023
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Streamlined support processes for increased efficiency and reduced response times.
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Collaborated with cross-functional teams to address customer concerns and improve overall service quality.
- Served customer account and technical needs across 300+ daily calls, consistently meeting productivity and quality targets.
Customer Support Team Lead
Walgreens
06.2021 - 06.2022
- Enhanced customer satisfaction by resolving complex issues and providing timely solutions.
- Streamlined support processes for improved efficiency and reduced response times.
- Managed a team of customer support representatives, ensuring consistent quality in service delivery.
- Implemented training programs to enhance team knowledge and performance, resulting in higher customer satisfaction rates.
- Recognized escalation needs and connected customers with advanced support staff.
Claims Processor
Blue Cross And Blue Shield
06.2020 - 07.2021
- Enhanced claim processing efficiency by implementing new software and streamlining procedures.
- Reduced claim processing time for faster customer service and improved satisfaction rates.
- Reviewed and analyzed claims to ensure accuracy, completeness, and compliance with company policies.
- Identified fraudulent claims through thorough investigation and documentation of findings.
Education
Associate of Science - Business Management
Snead State Community College
Boaz, AL05.2020
High School Diploma -
Wp Davidson High School
Mobile, AL05.2009
Skills
- Videoconferencing
- Hardware Diagnostics
- Software Diagnosis
- Customer Service
- Technical Support
- User Credential Management
- User Support
- Data Recovery
- Performance Testing
- Mac Systems
- Windows 10
Timeline
Technical Support Representative
Apple
05.2023 - 01.2024
Customer Support Specialist
Anthology Blackboard
12.2022 - 05.2023
Customer Support Team Lead
Walgreens
06.2021 - 06.2022
Claims Processor
Blue Cross And Blue Shield
06.2020 - 07.2021
Associate of Science - Business Management
Snead State Community College
High School Diploma -
Wp Davidson High School