ASHLEY M. MENDEZ
Tampa,FL
Summary
Knowledgeable and dedicated customer service professional. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Reliable and organized with high level of success in supporting and helping the customer. Unique ability to multi- task while maintaining primary focus on priority assignments. Fasts learner with the proven ability to hit the ground running and deliver results quickly. Empathetic caring professional recognized for outstanding customer service and interpersonal skills.
Overview
4
4
years of professional experience
Work History
Rep. Customer Care Sr. Technical Support
Quest Diagnostics
05.2022 - Current
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Work with myquest dept and back office team, including daily task list as leader providing coaching, metrics, side by side and pilot program.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Generated weekly and monthly reports for the team performance.
- Collaborated with staff members to enhance customer service experience and exceed team goals.
- Assisting the New hire onsite for appointments only and result. Supporting the class after training to insure they all understand the system and they are ready to provided excellent customer services to our patient.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
CCR 2 Customer Care Representative
Quest Diagnostics
11.2021 - Current
- Developed and implemented customer service policies and procedures to use adequate techniques and apply best practices.
- Investigated and resolved customer inquiries and complaints quickly.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives on site , assisting new hire with side by side and providing with best practice.
CCR 1 Customer Care Representative
Quest Diagnostics
06.2021 - Current
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted call-in customers with questions and orders.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Navigated multiple computer systems and applications to find information.
- Logged call information and solutions provided into internal database.
Customer Service Representative
INBOUND CUSTOMER SERVICES, MAXIMUS FEDERAL INC
11.2019 - 10.2020
- Provide accurate and appropriated information in response to customer inquiries
- Using up-to-date knowledge of regulation and policies as they apply to the healthcare programs
- Addressed customer service inquiries in a timely manner using the standard program of the company, e-mail, telephone and web browsers
- Effectively managed a high volume of inbounds calls
- Maintain complete awareness of the performance metrics
- Assisting callers with online application during the enrollment period
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
SALE REPRESENTATIVE
CONCENTRIX
06.2019 - 11.2019
- Drive the sales process, develop new business, and close orders
- Performed daily outbound calls to targeted accounts, introducing our products and services and generating leads and appointments for branch
- Customer support, handling complaint & issue resolution
- Optimizing call center productivity and achieving correct quality standards
Education
Bachelor of Science - Microbiology
Inter American University of Puerto Rico Metropolitan Campus
San Juan, PR06.2019
Skills
- Microsoft Office proficiency
- Data entry
- Strong interpersonal skill
- Customer service& relationship building
- Administrative duties
- Typing Proficiency
- Research and development
- Cooperative team member
- Senior Leadership Support
- Microsoft Excel
- Business Development Understanding
- Training Development Aptitude
- Technical Support
- Problem-Solving Ability
- Analytical and organizational skills
- Medical Terminology Knowledge
- Active Listening
- Report Creation
Timeline
Rep. Customer Care Sr. Technical Support
Quest Diagnostics
05.2022 - Current
CCR 2 Customer Care Representative
Quest Diagnostics
11.2021 - Current
CCR 1 Customer Care Representative
Quest Diagnostics
06.2021 - Current
Customer Service Representative
INBOUND CUSTOMER SERVICES, MAXIMUS FEDERAL INC
11.2019 - 10.2020
SALE REPRESENTATIVE
CONCENTRIX
06.2019 - 11.2019
Bachelor of Science - Microbiology
Inter American University of Puerto Rico Metropolitan Campus