Ashly Childs
Newport News,VA
Summary
Qualified Customer Service Representative with 18 years of experience in a fast-paced professional call center and office setting. As a customer service representative, I've worked in different departments all dealing with high call volumes, computers, telephones data entry and chat support. I've experienced an inbound/outbound call setting helping with customers' needs and wants providing the best satisfaction as required. I have excellent communication skills as well as problem-solving skills. I've handled financial billing, banking, credit cards, mortgage loans and auto loans. During my down time from work, I attended the University of Phoenix for Psychology. Also completed a certification for Pharmacy Technician. I'm very motivated and always eager to get my job and providing nothing but the best in my work ethics and
performance.
Professional with strong background in providing exceptional service and support in customer-focused environment. Expertise in resolving inquiries, managing accounts, and fostering relationships. Known for collaborative spirit and adaptability, consistently driving team success and positive outcomes. Skilled in communication, problem-solving, and multi-tasking in fast-paced settings.
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.
Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Overview
15
15
years of professional experience
Work History
Member Service Representative
Navy Federal Credit Union
Virginia Beach, VA
08.2022 - 04.2025
- Provide a variety of services to credit union members and act as a liaison between members and the credit union.
- Handle member service-related questions and problems in person and via telephone.
- Provide routine information on credit union services, policies, membership eligibility, account types, insurance, interest rates, and more.
- Assisted members with account inquiries and transaction processing, enhancing customer satisfaction.
- Resolved complex member issues through effective communication and problem-solving skills.
- Educated members on financial products and services, increasing product awareness and usage.
- Processed account transactions accurately, ensuring proper documentation and timely processing.
- Consistently met or exceeded performance metrics through proactive management of workload and effective prioritization.
- Resolved customer issues through thorough dispute investigation.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained high-quality service by adhering to company policies and standards in all member interactions.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Educated customers about billing, payment processing and support policies and procedures.
PCA Patient Care Advocate
West at Home - Alorica (Work at Home)
Virginia Beach, VA
10.2021 - 08.2022
- Research current and past prescription orders and manage members' Medicare Part D prescription accounts.
- Handle general questions regarding Express-Scripts mail order pharmacy, prescription refills, renewals, and drug coverage.
- Address billing inquiries, account balances, payments, account information updates, and shipment tracking.
- Provided compassionate and personalized care to clients, ensuring comfort and well-being.
- Developed solutions to improve performance.
- Greeted customers and responded to questions with friendly, knowledgeable assistance.
- Answered telephones and provided information about order status, store hours and pharmacy procedures.
- Reduced waiting times for patients by implementing more efficient prescription filling process.
- Answered questions regarding medication instructions and usage.
- Input patient information into computer system for prescription orders.
- Located and processed ready prescriptions to customers, distributed medication information documentation and facilitated medication consultations.
Customer Service Representative
Alorica
Jacksonville, NC
08.2018 - 08.2019
- Manage credit card and rewards accounts, update account information, and handle billing inquiries.
- Provide chat support, data entry, and process credit card payments.
- Resolved customer inquiries, providing accurate information and enhancing satisfaction levels.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Implemented rewards program that encouraged repeat business and strengthened customer relationships.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Member Service Representative
VyStar Credit Union
Fleming Island, FL
05.2017 - 01.2018
- Assist members with account services, transactions, and adjustments.
- Handle billing inquiries, loans, checking, savings, CDs, and account transfers.
- Provide chat and email support and educate members on financial products.
- Streamlined onboarding processes for new members, improving efficiency of service delivery.
- Handled complaints with prompt, courteous service to uphold professional reputation.
- Handled cash transactions securely, maintaining accurate cash drawer balances and preventing losses due to errors.
- Opened customer accounts and provided deposit and withdrawal receipts.
- Developed comprehensive knowledge of credit union products, staying current on updates for informed recommendations to members.
- Educated and engaged customers with new bank products and services.
- Supported the onboarding process for new members, explaining benefits and assisting with paperwork completion.
- Investigated and resolved customer inquiries and complaints quickly.
- Met customer call guidelines for service levels, handle time and productivity.
- Managed timely and effective replacement of damaged or missing products.
- Identified and resolved discrepancies and errors in customer accounts.
- Educated members on financial products and services, increasing product awareness and usage.
- Resolved customer issues through thorough dispute investigation.
- Educated customers about billing, payment processing and support policies and procedures.
Rx Specialist
Convergys (Humana)
Jacksonville, FL
06.2015 - 01.2017
- Manage account maintenance, prescription refills, renewals, billing inquiries, and account balances for Humana Mail Order.
- Handle address changes and data entry.
- Restructured customer service process, ensuring quicker response times.
- Evaluated customer needs and feedback to drive product and service improvements.
- Worked effectively in fast-paced environments.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Organized and detail-oriented with a strong work ethic.
- Paid attention to detail while completing assignments.
- Strengthened communication skills through regular interactions with others.
- Developed and maintained courteous and effective working relationships.
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Used critical thinking to break down problems, evaluate solutions, and make decisions.
Childcare Assistant
Navy Child Development Facility
Hampton, VA
08.2012 - 11.2014
- Promote good behavior using positive reinforcement, assist with snack time, arts and crafts, and naps.
- Maintain clean classrooms and provide daily reports to parents.
- Supported daily operations by maintaining a safe and nurturing environment for children.
- Assisted in implementing age-appropriate activities to foster child development and engagement.
- Facilitated communication between parents and staff regarding child development milestones and concerns.
- Monitored children's progress and identified areas of improvement.
- Engaged with children individually to encourage physical activity and academic curiosity.
- Maintained accurate records of attendance, incident reports, and daily logs for effective documentation purposes.
- Taught children to organize toys, wash hands, and share by leading by example.
- Maintained clean, neat and hazard-free areas to protect kids, personnel and families.
- Restocked supplies and personal hygiene products for use by students.
- Built constructive and open relationships with families with forthright yet friendly communication.
- Dispensed snacks and meals to children in accordance with nutritional guidelines.
- Logged information regarding naps, feedings, and any medications administered.
Account Representative
Portfolio Recovery Associates
Newport News, VA
07.2010 - 11.2011
- Address customer inquiries, solve problems, and provide product information.
- Manage a high volume of calls, support sales and marketing teams, and process daily invoices.
- Managed client accounts to ensure adherence to recovery policies and procedures.
- Developed and maintained strong relationships with clients to enhance service satisfaction.
- Handled reporting, filing, and collections paperwork for credit group.
- Ensured timely collections by maintaining accurate customer contact information and diligently monitoring outstanding balances.
- Reviewed billing and collections process and determined improvements to streamline workflows.
- Increased revenue collections by conducting thorough audits and identifying discrepancies.
- Improved cash flow by implementing efficient collections strategies and enforcing deadlines.
- Increased revenue collection by identifying underreported taxes and pursuing collections from delinquent accounts.
Education
Diploma -
Kecoughtan High School
Hampton, VA06-2008
Pharmacy Technician Program
Texas A&M University
College Station, TX03-2019
Skills
- Creative problem solver
- Exceptional communication skills
- Skillful in Microsoft Office: Excel, Word, PowerPoint, and Outlook
- Quick learner
- Strategic sales knowledge
- Credit card processing
- Adheres to processes & procedures
- Predictive dialer experience
- Qualified teacher's aide
- Food handling & preparation
- Self-sufficient
- Positive & optimistic
- Highly organized
- Customer service
- Bank teller experience
- Credit union experience
- Time management
- Clerical experience
- Sales support
- Conflict management
- Outside sales
- Event planning
- Help desk support
- Business development knowledge
- Negotiation skills
- Pharmacy Technician experience
- Cold calling
- Desktop support
- Critical Thinker
- Relationship building
- Financial transactions
- Customer support
- Call center experience
- Transaction processing
- Dispute resolution
- Escalation handling
- Service upselling
- Service recommendations
- Product sales
- Banking
- Document processing
- Payment processing
- Member account management
- Banking operations support
- Member onboarding
- Member correspondence
- Healthcare
- Calm and professional under pressure
- Computer skills
- Customer relations
- Microsoft office
- Understanding customer needs
- Product knowledge
- Issue and complaint resolution
- Account updates
- Remote office availability
- Inbound call management
- MS office
- Customer account management
- Policies and procedures adherence
- Customer retention strategies
- Order processing
- Order documentation
- Promotional support
- Order and refund processing
- Complaint resolution
- Billing adjustments and refunds
- English fluency
- Calm under pressure
- De-escalation techniques
- Call center operations
- Account updating
- Customer data confidentiality
- Professional telephone demeanor
- Customer relationship management (CRM)
- Membership renewals
- Product recommendations
- Account management
- Issue resolution
Timeline
Member Service Representative
Navy Federal Credit Union
08.2022 - 04.2025
PCA Patient Care Advocate
West at Home - Alorica (Work at Home)
10.2021 - 08.2022
Customer Service Representative
Alorica
08.2018 - 08.2019
Member Service Representative
VyStar Credit Union
05.2017 - 01.2018
Rx Specialist
Convergys (Humana)
06.2015 - 01.2017
Childcare Assistant
Navy Child Development Facility
08.2012 - 11.2014
Account Representative
Portfolio Recovery Associates
07.2010 - 11.2011
Diploma -
Kecoughtan High School
Pharmacy Technician Program
Texas A&M University