ASHLEY OSBORN
Service Center Supervisor
Lubbock,TX
Summary
Attentive, result-driven Service Center Supervisor with 2+ years of experience leading a high-performing team in an omnichannel member support department and 10+ years of achieving customer service satisfaction and customer retention goals in multiple industries. Creative, quick-thinking team player in current leadership position seeking a new challenge by leveraging proven skills in driven member satisfaction, optimizing processes, and achieving tangible results.
Overview
10
10
years of professional experience
4
4
years of post-secondary education
Work History
Service Center Supervisor
Texas Tech Credit Union
Lubbock, TX
01.2022 - Current
- Manage phone and online support team averaging 120+ daily interactions through virtual and phone channels.
- Designed and maintained expectations for Quality Assurance in call center performance with department average of 92.63% to maintain superior member service.
- Monitor daily operations of call center employees, routinely identifying and coaching performance through written and verbal communications, as well as professional development.
- Resolve escalated member complaints efficiently and empathetically using critical thinking skills.
- Implemented onboarding and training procedures with improved successes in new employee performance by 1.05%.
- Assisted in project development and implementation related to Call Center and virtual channel systems, Online Banking, CRM systems, and account product changes.
- Launched new initiatives aimed at increasing employee engagement within Service Center department.
- Implemented ongoing training for service center employees to update their skills and knowledge to improve performance.
Customer Service Representative
Texas Tech Credit Union
06.2020 - Current
- Handled average of 40+ calls daily of all member requests in a timely, courteous manner to improve member experience in online banking, fraud, account servicing and products.
- Collaborated with external departments to resolve complex issues to provide excellent member experience.
- Completed voluntary member service and Credit Union industry training through CUNA.
- De-escalated and resolved escalated member complaints in a professional, empathetic manner.
Interactive Teller
Texas Tech Credit Union
06.2019 - Current
- Assist members in day-to-day transactions, such as check and cash deposits and withdrawals.
- Completed forms for member accounts and requests for additional assistance in wires, incoming/outgoing ACH requests, overdraft sweeps, and updating account information through compliance approved processes.
- Proactively educated members of utilizing available access channels of branch hours of availability, online and phone banking, and referring to personal bankers for additional services.
- Processed and reported closing drawers, resolving discrepancies in transactions.
Tax Preparer
Jackson Hewitt
12.2018 - 02.2019
- Trained in federal tax guidelines for 2018 tax filing year.
- Assisted and processed taxpayers seasonal tax filings, seeking optimal deductions for each taxpayer.
- Maintained strict confidentiality of taxpayer information and documentation.
- Offered filing and tax advisory to provide the best products for each taxpayer's needs.
Customer Service Representative
FIRSTCARE HEALTH PLANS
10.2016 - 06.2018
- Assisted patients in understanding health insurance policy coverage and exceptions.
- Aided medical facilities with claim payments and inquiries.
- Up to date training on HIPPA laws for legal protection of sensitive medical information, safeguarding PHI.
- Investigated and resolved customer inquiries and complaints in effectively with empathy.
Technical Support Representative
SUDDEN LINK
10.2014 - 05.2015
- Identified and resolved technical issues with a variety of diagnostic tools for customer needs.
- Activated accounts for clients interested in new services.
- Researched and resolved complex problems independently.
- Resolved customer issues in a clear, courteous, and straightforward manner.
Education
High School Diploma -
Frenship High School
Wolfforth, TX 08.2006 - 05.2010
Skills
Quality Assurance and Performance Management
Adaptability and Flexibility
New Hire Orientation and Training
Problem-solving aptitude
Staff Training and Development
Customer Service and Escalation Resolution
Leadership trained
Staff Scheduling
Decision-Making
Multitasking
Team building and Collaboration
Accomplishments
- February 2021- CUNA Certification Consumer Lending Regulations Level 1
- May 2021- CUNA Certification General Operations Regulations Level 1, Management Skills Managing Employee Performance Level 1, Lending Loan Processing Level 1
- October 2022-Texas Tech Credit Union's employee of the quarter award for Q3, showcasing stewardship in the care of my employee's development and success.
- May 2023- CUNA Certification Lending Loan Processing Level 2
- September 2023- CUNA Certification General Operations Regulations Level 2
- October 2023- CUNA Certification Consumer Lending Regulations Level 2, Security and Fraud Level 1
- January 2024- CUNA Certification Management Skills Managing Employee Performance Level 2
- February 2024- Business Management and Strategy Institute Certification in Business Management Essentials , Business Management and Strategy Institute Certification for Lean Six Sigma White Belt
- March 2024- CUNA Certification Serving Members Level 1, Interpersonal Skills Career Building Level 1, Credit Union Orientation Level 1, Management Skills Managing Employee Performance Level 3
Timeline
Service Center Supervisor
Texas Tech Credit Union
01.2022 - Current
Customer Service Representative
Texas Tech Credit Union
06.2020 - Current
Interactive Teller
Texas Tech Credit Union
06.2019 - Current
Tax Preparer
Jackson Hewitt
12.2018 - 02.2019
Customer Service Representative
FIRSTCARE HEALTH PLANS
10.2016 - 06.2018
Technical Support Representative
SUDDEN LINK
10.2014 - 05.2015
High School Diploma -
Frenship High School
08.2006 - 05.2010