Summary
Overview
Work History
Education
Skills
Additional Information
Timeline
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Ashley Yarbrough

Milledgeville,USA

Summary

Customer Service Representative with background in providing exceptional support and resolving customer inquiries. Skilled in communication, problem-solving, and maintaining positive relationships with customers. Demonstrated ability to improve customer satisfaction and loyalty through attentive service and effective issue resolution. Committed to enhancing team performance by sharing knowledge and best practices in customer service operations.

Overview

9
9
years of professional experience

Work History

Healthcare Customer Service Representative

Sagility Health
Remote, USA
02.2024 - 08.2024
  • Efficiently handle patient inquiries, improving response times by 20% at Sagility Health.
  • Provided excellent customer service by responding to inquiries in a timely and professional manner.
  • Maintain meticulous records of customer interactions, ensuring high accuracy and service quality.
  • Provide empathetic support to clients, enhancing their experience and satisfaction with healthcare services
  • Passionately educate clients on healthcare plans, facilitating informed decision-making
  • Ensured compliance with healthcare regulations during client interactions
  • Efficiently assisted pharmacy benefit members with questions pertaining to medication refills, medication availability, and prescription requests.
  • Adhered to HIPAA regulations when handling confidential patient information.
  • Managed incoming calls from patients and other healthcare facilities to provide information regarding pharmacy benefits.
  • Verified patient demographic information in order to ensure accuracy of data entry.
  • Utilized active listening and communication skills to address customer inquiries and escalate issues to supervisor.

Resolution Specialist

Amazon
Remote, USA
09.2022 - 11.2023
  • Expedited conflict resolution at Amazon, enhancing customer satisfaction by 30%
  • Managed complex customer queries, ensuring detailed accuracy and swift resolution
  • Supported team members to foster a collaborative environment and improve service standards
  • Analyzed customer interaction trends to enhance the resolution process effectively
  • Mentored new hires, enhancing team competence and reducing ramp-up time
  • Refined customer service protocols, elevating user satisfaction ratings.
  • Provided training sessions for new hires on how to effectively resolve customer complaints.
  • Conducted regular meetings with department supervisors in order to review open cases and discuss strategies for improving performance metrics related to case resolution times.
  • Analyzed customer data to identify patterns of behavior or trends in order to anticipate potential problems and develop solutions.
  • Maintained up-to-date knowledge on company products, services as well as relevant industry regulations impacting service delivery standards, requirements.

Seasonal Team Manager

Amazon
Remote, USA
08.2021 - 09.2022
  • Led a team of 40 seasonal employees, improving productivity and achieving daily, weekly and monthly targets consistently
  • Implemented new training protocols, enhancing team efficiency and reducing onboarding time by 20%
  • Monitored performance metrics, identifying areas for improvement and boosting overall team output
  • Pioneered a cross-training initiative that expanded team capabilities
  • Enhanced reporting accuracy by implementing rigorous data checks
  • Optimized team output through targeted performance analytics
  • Transformed seasonal operations by leading 40 staff to exceed targets.
  • Conducted regular meetings with staff to discuss progress on projects, provide updates on changes in policy or procedure, and address any issues that need to be addressed.
  • Collaborated with other managers across the organization in order to identify best practices that could be implemented at all levels.
  • Set objectives for teams based on organizational goals; monitored performance against targets; provided feedback and took corrective action when needed.
  • Managed daily operations of the team including scheduling shifts, assigning tasks, tracking attendance and approving time off requests.
  • Created a positive work environment by setting clear expectations and providing resources necessary for success.
  • Prepared reports detailing staff performance metrics such as productivity levels or customer satisfaction ratings.
  • Monitored team performance, tracked progress towards goals, identified areas of improvement and provided feedback to employees.

Customer Service Representative

Amazon
Remote, USA
05.2020 - 08.2021
  • Achieved top productivity by leading a dynamic team of 40
  • Enhanced customer satisfaction by resolving issues swiftly, boosting positive feedback
  • Managed high-volume customer inquiries with attention to detail and accuracy
  • Aided team members to ensure a cohesive customer service strategy
  • Eagerly engaged with customers to understand and address their needs effectively
  • Maintained record accuracy in customer interactions, ensuring data integrity and support quality
  • Fostered team unity to align customer service practices, elevating overall service standards.
  • Answered customer inquiries via phone, email, and chat.
  • Maintained a high level of professionalism when dealing with difficult customers.
  • Identified areas of improvement in customer service processes and suggested changes accordingly.
  • Resolved customer complaints promptly and efficiently.
  • Developed strong relationships with customers by providing personalized assistance and support.
  • Identified opportunities for upselling additional products or services based on customer needs.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Used approved scripts to de-escalate angry customers during telephone interactions.

Pharmacy Technician

CVS Pharmacy
Milledgeville, GA
06.2015 - 11.2017
  • Assisted pharmacists with medication preparation, enhancing workflow efficiency and patient satisfaction
  • Managed inventory and restocked medications, ensuring consistent availability and reducing stockouts
  • Processed insurance claims accurately, resolving issues and minimizing patient delays
  • Enhanced patient service by streamlining prescription processing methods
  • Analyzed and optimized pharmacy workflow, significantly improving patient wait times
  • Conducted regular audits of pharmacy records to ensure compliance with regulations
  • Trained new staff on pharmacy protocols, enhancing team performance and knowledge
  • Optimized prescription input to enhance data accuracy and patient trust.
  • Prepared medications for dispensing by counting, pouring, labeling, and verifying doses.
  • Collaborated with other healthcare professionals to ensure optimal patient care.
  • Resolved customer complaints in a timely manner while maintaining professionalism at all times.
  • Checked expiration dates on medications to ensure that only unexpired products were dispensed.
  • Maintained daily inventory of pharmaceuticals and ensured proper storage conditions.
  • Kept accurate records of controlled substances received and dispensed in accordance with DEA regulations.
  • Organized work areas so that everything was easily accessible when needed.
  • Assisted in training new employees on pharmacy procedures.
  • Provided customer service to patients by answering questions about medications and health-related topics.
  • Ensured compliance with all federal, state, local laws and company policies related to pharmacy operations.
  • Refilled medications, offered insight into over-the-counter products and verified insurance benefits.
  • Participated in continuing education and training to stay current with pharmacy practices and technology.
  • Verified prescriptions and drug labels, documents and packages.
  • Supported pharmacy operations by answering phone calls and directing queries appropriately.
  • Entered patient and prescription information into pharmacy software systems with high attention to detail.

Education

High School Diploma -

Baldwin High School
Milledgeville, GA
05.2014

CNA Certification -

Central Georgia Technical College(Dual Enrollment)
Milledgeville, GA
05.2014

Skills

  • Problem-solving
  • Time management
  • Critical thinking
  • Adaptability
  • Leadership
  • Data analysis
  • Customer service
  • Communication
  • Teamwork
  • Efficiency
  • Conflict resolution
  • Mentoring
  • Organization
  • Collaboration
  • Project management
  • Research
  • Empathy
  • Strategic Thinking
  • Decision-making
  • Medical terminology knowledge
  • Claims Processing
  • Problem-Solving
  • HIPAA Compliance
  • Multitasking and Organization
  • Quality Assurance
  • Team Collaboration
  • Record maintenance
  • Insurance Verification
  • Policy Adherence

Additional Information

  • Graduated High School with honors and a 3.67 GPA.
  • Completed Certified Nursing Program dual enrollment program.
  • Completed Health Sciences Career Pathway High School Program.
  • Successfully passed the State of GA Certification Exam for Nurse Aide.

Timeline

Healthcare Customer Service Representative

Sagility Health
02.2024 - 08.2024

Resolution Specialist

Amazon
09.2022 - 11.2023

Seasonal Team Manager

Amazon
08.2021 - 09.2022

Customer Service Representative

Amazon
05.2020 - 08.2021

Pharmacy Technician

CVS Pharmacy
06.2015 - 11.2017

High School Diploma -

Baldwin High School

CNA Certification -

Central Georgia Technical College(Dual Enrollment)

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Ashley Yarbrough