Summary
Overview
Work History
Education
Skills
Timeline
Generic

Ashley Williams

Washington,NC

Summary

Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.

Technical support professional committed to delivering high-quality assistance. Skilled in resolving technical issues and enhancing customer experiences. Known for strong collaboration and adaptability in dynamic environments, ensuring reliable support and seamless operations.

Overview

12
12
years of professional experience

Work History

Remote Tier 1 Technical Support Representative

MCI
09.2023 - 05.2025
  • Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
  • 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.
  • Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
  • Conducted comprehensive diagnostic tests to pinpoint underlying causes of reported issues.
  • Reduced call resolution time by effectively troubleshooting software and hardware problems.

Remote Customer Service Representative

Afni
07.2021 - 08.2023
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Responded to customer requests for products, services, and company information.

Remote Call Center Representative

Focus Services Inc.
05.2019 - 06.2021
  • Managed high call volumes while providing exceptional customer support and maintaining professional composure.
  • Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
  • Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
  • Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.

Call Center Representative

Convergys
02.2017 - 04.2019
  • Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
  • Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
  • Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Managed high call volumes while providing exceptional customer support and maintaining professional composure.

Remote Insurance Claims Specialist

OnBrand24
10.2015 - 01.2017
  • Worked with claims adjusters and examiners to expedite processing in alignment with procedures.
  • Strengthened client relationships by providing clear communication throughout the claims process, ensuring all parties were well-informed of progress and outcomes.
  • Enhanced customer satisfaction by efficiently managing insurance claims processes and providing timely resolutions.
  • Maintained compliance with industry regulations and standards by staying current on relevant laws, policies, and best practices for handling insurance claims.

Remote Healthcare Customer Service Representative

Alorica
07.2013 - 09.2015
  • Coordinated patient scheduling, check-in, check-out and payments for billing.
  • Checked patient insurance, demographic, and health history to keep information current.
  • Helped patients complete necessary medical forms and documentation.
  • Maintained strict confidentiality of patient information, adhering to HIPAA regulations and medical office policies.
  • Maintained confidential patient, employee and company information in compliance with company policies and regulatory requirements.

Education

FarmVille Central High School
06.2007

Skills

  • Attention to Detail
  • Patient confidentiality
  • HIPAA Compliance
  • Insurance Coverage Verification
  • Eligibility Determination
  • Communication and Interpersonal Skills
  • Active Listening
  • Critical Thinking
  • Data Entry
  • Customer Relationship Management (CRM)
  • Technical Support
  • Remote support
  • Service support

Timeline

Remote Tier 1 Technical Support Representative

MCI
09.2023 - 05.2025

Remote Customer Service Representative

Afni
07.2021 - 08.2023

Remote Call Center Representative

Focus Services Inc.
05.2019 - 06.2021

Call Center Representative

Convergys
02.2017 - 04.2019

Remote Insurance Claims Specialist

OnBrand24
10.2015 - 01.2017

Remote Healthcare Customer Service Representative

Alorica
07.2013 - 09.2015

FarmVille Central High School

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