Ashley Yarbrough
Gordon,GA
Summary
Dynamic customer service professional with extensive experience in a remote call center environment, excelling in problem resolution and active listening. Proven track record of enhancing customer satisfaction through effective complaint resolution and relationship building. Skilled in CRM and adept at managing high call volumes while maintaining professionalism in fast-paced environments. Able to proficiently navigate multiple programs/screens while also being able to accurately type 60+ WPM.
Overview
5
5
years of professional experience
Work History
Customer Service Representative
Five Star Call Center
11.2024 - Current
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- 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.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Participated in training programs to enhance product knowledge and customer service skills.
- Handled 50+ inbound calls and/or live chats per day from customers.
Healthcare Customer Service Representative
Sagility Health
01.2024 - 08.2024
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Maintained confidential patient, employee and company information in compliance with company policies and regulatory requirements.
- Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
- Maintained accurate records of customer interactions, ensuring proper documentation within the company''s database.
- Expanded knowledge on medical terminology and insurance policies through continuous learning initiatives, enhancing accuracy in communication with clients.
- Maintained up-to-date knowledge of product and service changes.
- Facilitated smooth communication between patients, insurance companies, and medical staff for seamless coordination of care.
- Handled 50+ inbound calls from insurance members, providers, and pharmacies during an 8 hour shift in regards to prescription benefits.
CSR, Team Manager, Resolution Specialist
Amazon
05.2020 - 12.2023
- Managed high call volumes, approximately 60+ calls inbound from customers, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues efficiently.
- Developed strong relationships with clients by understanding their needs and preferences, fostering long-term loyalty.
- Handled complex billing issues, ensuring accurate invoicing and prompt resolution of discrepancies.
- Improved overall team morale with effective motivational techniques like reward programs, recognition events, and transparent communication practices.
- Evaluated employee performance and coached team members, increasing quality of work and employee motivation.
Education
Certification/Licensure - Property & Casualty Insurance License
Kaplan Educaton I
Virtual, USAHigh School Diploma -
Baldwin High School
Milledgeville, GA05-2014
Skills
- Customer service
- Problem-solving
- Active listening
- Adaptability and flexibility
- Data entry
- Problem resolution
- Call center experience
- Scheduling
- Complaint resolution
- Data collection
- Quality control
- Customer relationship management (CRM)
- Microsoft Office Suite
- Live chat support
Timeline
Customer Service Representative
Five Star Call Center
11.2024 - Current
Healthcare Customer Service Representative
Sagility Health
01.2024 - 08.2024
CSR, Team Manager, Resolution Specialist
Amazon
05.2020 - 12.2023
Certification/Licensure - Property & Casualty Insurance License
Kaplan Educaton I
High School Diploma -
Baldwin High School
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