Ashley Zamora
Sherman,TX
Summary
Highly motivated and experienced customer support agent with over 13 years of experience in providing exceptional customer service. Skilled in active listening, problem-solving, and conflict resolution. Proven track record of maintaining a high customer satisfaction rate and reducing customer complaints. Adept at handling high call volumes and managing multiple tasks simultaneously. Strong communications skills and ability to work well in a team environment. Looking to leverage my skills and experience to provide excellent customer support for your company.
Overview
13
13
years of professional experience
Work History
Email and Chat Executive
The Dallas Morning News
04.2017 - 11.2023
- Managed billing
- Chat and email customer service
- Maintained a high customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Investigated and resolved customer inquiries and complaints quickly.
Paralegal
Tate Rehmet Law Office
04.2016 - 04.2017
- Created NFA’s while also E-Filing/E-Serving legal documents
- Created Demand Packages that were sent to the opposing counsels insurance company
- Developed and implemented a new program for retrieving client medical records
- Medical records requests and retrieval
- Worked closely with each client to carefully resolve issues within timely fashion.
- Edited and proofread legal documents to verify accuracy.
Customer Service Representative
Cigna
08.2010 - 04.2016
- Email and chat communications
- Dialer System and dual screen usage while navigating multiple systems
- Improved response time to customer inquires or requests
- Achieved or exceeded customer service goals or targets
- Handled customer inquiries and suggestions courteously and professionally.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
Education
Associate of Applied Science - Psychology
Grayson County College
Denison, TX05.2017
Skills
- Outbound and Inbound call experience
- Live chat, chatbots, and email software experience
- Microsoft Office/Google Docs Editors Proficient
- Capacity to multitask under pressure efficiently
- Technical Communication Skills
- Website Navigation
- Customer Complaint Resolution
- Online Chat
- Critical Thinking
- Empathy
- Time management
Accomplishments
- Awarded best in psychology at Grayson County College
- Achieve being a top customer support agent through effectively helping with customer complaints and retention
- Documented and resolved a medical list issue which led to catching the company up on work that they had been behind on for years.
Timeline
Email and Chat Executive
The Dallas Morning News
04.2017 - 11.2023
Paralegal
Tate Rehmet Law Office
04.2016 - 04.2017
Customer Service Representative
Cigna
08.2010 - 04.2016
Associate of Applied Science - Psychology
Grayson County College