ASHLIE HERNANDEZ
Roseville,CA
Summary
A motivated professional with 15 years of customer service seeking a position where my skills are utilized and challenged. While providing excellent customer assistance while gaining more knowledge and experience within a reputable company.
Experienced Customer Service professional. Able to handle a high volume of customers' requests, orders and calls in a fast-paced environment. Excellent listening, oral and written communications skills. Able to make decisions independently and quickly and diligently to meet deadlines. Able to learn and adapt quickly in various work environments, with a desire to excel within a company. Through reliability, dedication, determination and with a can-do attitude and excellent work ethic that will exceed expectations.
Overview
10
10
years of professional experience
Work History
Insurance Customer Service Representative
ELITE ACCEPTANCE CORPORATION
09.2023 - Current
- Managed high call volume while maintaining professionalism, empathy, and attention to detail in each interaction.
- Processed policy updates and changes accurately, ensuring client needs were met in a timely manner.
- Answered incoming phone calls to articulate product value to prospective customers and support current policyholders.
- Responded to customer requests for products, services, and company information.
- Pull deal and flag acct
- Send all necessary documents to Insurance company that is requested
- Follow up once a week with Insurance Adjusters on open Insurance claims to get status (Phone & Email)
- Apply all Insurance claim checks to accounts once received
- Call customer and provide steps to file a Gap Claim
- Once new Gap claim information is received via email, send over all the necessary documents requested by the Gap company for processing
- Follow-up once a week with Gap company to make sure all necessary documents and information has been received for processing. (Phone & Email)
- Apply all Gap Claim checks to accounts once received
- Handled sensitive customer information with discretion, adhering to strict data privacy regulations at all times.
- Enhanced customer satisfaction by addressing and resolving insurance-related inquiries and concerns.
- Processed insurance policy cancellations and renewals quickly to meet call time targets.
Customer Service Representative l
Insurance Auto Auction
12.2021 - Current
- Provided customer support in a high volume auto auction; directing calls, responding to emails, and screening new clients and handling their inquiries or direct them to the appropriate persons according to their needs
- Controlled cash, credit information, process payments and documented paperwork in preparation of auction day, securing necessary approvals using confidentiality standards in accordance with company procedures
- Create, maintain, enter and manage confidential documents, drafting/updating documents and spreadsheets in databases
- Schedule and confirm appointments for clients along with towing dispatch and DMV titles.
Team Lead Manager/Cashier
WinCo Foods
11.2018 - 02.2022
- Responsible for the operation of the department by supervising personnel, plans, orders merchandise and training new hires while ensuring customer service
- Monitoring employee performance and scheduling personnel according to coverage needs and service level and maintaining a safe and secure work environment
- Providing leadership through skills in communication, interpersonal, management of people, customer relations, employee relations, planning orders and reaction to business activity
- Performed receiving duties including verifying invoices; reporting shortages and claims to ensure proper billing; breaking down inventory and dating products; stacking, pricing and marking merchandise; operating a register and accurately handling customers payments.
Administrative Assistant
Pegasus Pest Control
01.2020 - 03.2020
- Completed and maintained all clerical work, entering data, sending and receiving files, answering phone calls, creating appointments, as well as upselling for optimal productivity
- Manage and maintain multiple schedules; coordinate travel on an as-needed basis
- Finishing any outstanding paperwork or specific tasks/duties requested by upper management
- Processed all Accounts Payable and Receivable; reconciled multiple credit accounts.
Store Manager
Shell
- 02.2020
- Managed the cash register throughout the shift ensuring the money stays balanced and customers are assisted in a fast and accurate manner
- Prompt customer service to store customers, vendors and staff and prepare shift reports
- Stocking products on shelves and making sure the store looks clean and professional at all times while ordering and receiving products from vendors
- Responsible for training new hires, making schedules, upselling products.
Daycare Provider
In Home Daycare
01.2014 - 07.2018
- Provided a supportive and caring environment for children along with providing basic nutrition and hygiene services
- Conducted activities appropriate for age groups and stages of development of children physically and academically
- Attend all updated training to make sure I stay informed about the correct early childhood regulations and standards while increasing my knowledge
- Maintained accurate daily records of children's individual activities, behaviors, meals and naps.
Education
Certifications -
CPR Certified
01.2014
High School Diploma -
HOMESCHOOL
01.2005
Skills
- Client Relationship & Retention
- Client/Vendor Relations
- Contract Management
- Expense Reports
- Inventory Management
- Lead Generation and Sales Conversion
- Merchandising services
- Product & Service Management
- Project Management
- Team Leadership Mentor
- Team Collaboration
- Client Service Orientated
- Customer Service
- Attention to Detail
- Decision-Making
- Records Management
- Insurance Coverage Verification
- Documentation skills
- Reporting skills
- Data Entry
- Microsoft Office
- Teamwork and Collaboration
- Paperwork Processing
- Critical Thinking
- Information Verification
- Claims Processing
- Recordkeeping Organization
- New Policies Processing
- Excellent administrative abilities
- Documentation processing
- Active Listening
- Organization
- Complaint Handling
- Policy understanding
Timeline
Insurance Customer Service Representative
ELITE ACCEPTANCE CORPORATION
09.2023 - Current
Customer Service Representative l
Insurance Auto Auction
12.2021 - Current
Administrative Assistant
Pegasus Pest Control
01.2020 - 03.2020
Team Lead Manager/Cashier
WinCo Foods
11.2018 - 02.2022
Daycare Provider
In Home Daycare
01.2014 - 07.2018
Store Manager
Shell
- 02.2020
Certifications -
CPR Certified
High School Diploma -
HOMESCHOOL
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