Ashly Casey
Brandenburg,KY
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Elevance Health
10.2022 - Current
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Processing faxes
- Data entry
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Participated in cross-functional initiatives aimed at enhancing overall business operations and customer satisfaction levels.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Emergency Room Technician
Harrison County Hospital
01.2022 - 02.2023
- Improved patient care by efficiently performing emergency room procedures such as wound dressing, splinting, and CPR.
- Enhanced ER efficiency through proficient use of medical equipment like EKG machines, defibrillators, and vital sign monitors.
- Reduced wait times by effectively triaging patients to prioritize treatment based on the severity of their conditions.
- Assisted physicians with patient assessments, contributing to accurate diagnoses and appropriate treatment plans.
- Maintained a clean and organized emergency room environment to ensure optimal patient safety and comfort.
- Supported successful code responses by quickly delivering necessary medications and supplies as needed during critical situations.
- Provided compassionate care to patients during their emergency room visit, addressing concerns and offering emotional support when needed.
- Basic life support
- Organizing patients medical records
- Ensured compliance with infection control protocols through rigorous adherence to proper hand hygiene practices and sanitization of equipment after each use.
- Educated patients about discharge instructions and provided guidance on medication administration, follow-up appointments, and self-care techniques at home.
- Demonstrated adaptability in fast-paced environments by managing multiple tasks simultaneously while maintaining high levels of accuracy under pressure.
- Conducted routine inventory checks of medical supplies, ensuring adequate stock levels for efficient ER operations.
Mental Health Assistant
University Of Louisville Peace Hospital
09.2019 - 01.2022
- Improved patient well-being by providing compassionate support and care in one-on-one and group settings.
- Assisted mental health professionals with treatment plans, enhancing the therapeutic environment for patients.
- Conducted comprehensive patient assessments to identify individual needs and develop appropriate care strategies.
- Maintained detailed records of patient progress, facilitating effective communication among healthcare team members.
- Collaborated with interdisciplinary teams to implement customized treatment plans tailored to each patient''s unique needs.
- Provided crisis intervention services, ensuring timely response and appropriate action during emergency situations.
- Developed rapport with patients by actively listening and empathizing, fostering an atmosphere of trust and mutual respect.
- Educated patients on coping techniques and self-care strategies, empowering them to manage their own mental health effectively.
- Participated in staff training programs to expand knowledge of best practices in the field of mental health support.
- Contributed to a safe and supportive environment by adhering to facility policies and maintaining professional boundaries at all times.
- Enhanced the therapeutic milieu through active participation in group therapy sessions as a co-facilitator or observer.
- Conducted regular checks on patients'' physical safety and emotional well-being, promptly reporting concerns as needed.
- Applied de-escalation and limit-setting techniques to promote patient cooperation.
- Assisted with patient restraint and seclusion scenarios to create safe environment for patient and medical personnel.
Emergency Room Technician
Norton Women's And Children's Hospital
04.2018 - 08.2019
- Improved patient care by efficiently performing emergency room procedures such as wound dressing, splinting, and CPR.
- Enhanced ER efficiency through proficient use of medical equipment like EKG machines, defibrillators, and vital sign monitors.
- Assisted physicians with patient assessments, contributing to accurate diagnoses and appropriate treatment plans.
- Maintained a clean and organized emergency room environment to ensure optimal patient safety and comfort.
- Supported successful code responses by quickly delivering necessary medications and supplies as needed during critical situations.
- Provided compassionate care to patients during their emergency room visit, addressing concerns and offering emotional support when needed.
- Ensured compliance with infection control protocols through rigorous adherence to proper hand hygiene practices and sanitization of equipment after each use.
- Educated patients about discharge instructions and provided guidance on medication administration, follow-up appointments, and self-care techniques at home.
- Completed necessary reports and documentation on time and to specifications.
- Cleaned and set up rooms in preparation for patient appointments.
- Supported patients and family members, actively listening to concerns and offering compassionate care.
- Answered patient inquiries and provided information about healthcare services.
- Performed basic laboratory tests and collected specimens for further testing.
- Provided family members with general health education and tips for patient care.
- Supported office operations by expertly handling administrative needs.
- Maintained accurate records of patient visits and treatments in patient medical files.
Emergency Medical Technician
Yellow Ambulance
11.2016 - 07.2018
- Enhanced patient care by efficiently assessing and addressing medical emergencies in high-pressure situations.
- Reduced response times by effectively coordinating with dispatchers and following established protocols.
- Improved patient outcomes by administering appropriate treatments based on thorough assessments of vital signs, physical conditions, and medical histories.
- Increased team efficiency by collaborating with paramedics, firefighters, and other emergency personnel to provide seamless emergency care to patients.
- Maintained a safe environment for all involved parties by adhering to strict safety measures during emergency situations.
- Enhanced equipment readiness by rigorously inspecting, maintaining, and restocking ambulance supplies and tools as needed.
- Ensured accurate documentation of patient information, assessment findings, interventions performed, and overall condition by completing detailed reports in compliance with legal requirements and industry standards.
- Continuously improved skills through regular training sessions, workshops, conferences, and staying up-to-date on industry best practices.
- Advanced patient comfort during transport by employing proper handling techniques and providing emotional support as needed.
- Upheld high-quality service standards by consistently meeting or exceeding performance evaluation benchmarks set forth by management.
- Minimized risk of errors in the field by strictly adhering to established protocols when administering medications or performing invasive procedures under pressure.
- Contributed to a positive work environment by providing mentorship and support to new EMTs entering the field.
- Evaluated patient vital signs and status to determine care needs using pulse oximeters and electronic vital sign machines.
- Controlled wounds and injuries en-route to hospitals, prepping patients for advanced treatments or maintaining conditions pre-arrival.
- Communicated with patients about pain, comfort, and needs during transportation and preliminary medical care.
- Utilized oxygen tanks, EKG and IVs to perform various medical procedures.
- Administered CPR, oxygen and other life-saving medical treatments.
- Assisted with lifting and moving patients.
Education
High School Diploma -
Southern High School
Louisville, KY05.2013
Skills
- Data Collection
- Data Entry
- Product Knowledge
- Complaint Resolution
- Information Security
- Account Updating
- Call Management
- Research
- Product Education
- Client Relations
- Problem-Solving Abilities
- Administrative Support
- Conflict Resolution
- Microsoft PowerPoint
- Documentation
- Medical Terminology Knowledge
- Team Development
- Critical Thinking
- Customer Relations
- Microsoft Outlook
- Microsoft Excel
- Call Center Operations
- Multi-Line Phone Talent
- Active Listening
- Prioritization
- Coordination
Certification
EMT certification received in 2016
Timeline
Customer Service Representative
Elevance Health
10.2022 - Current
Emergency Room Technician
Harrison County Hospital
01.2022 - 02.2023
Mental Health Assistant
University Of Louisville Peace Hospital
09.2019 - 01.2022
Emergency Room Technician
Norton Women's And Children's Hospital
04.2018 - 08.2019
Emergency Medical Technician
Yellow Ambulance
11.2016 - 07.2018
High School Diploma -
Southern High School