Ashlyn Bothwell
Bessemer,AL
Summary
Customer-focused professional with a background in various customer service roles. Known for providing excellent customer service while maintaining high levels of customer satisfaction and loyalty. Strengths include exceptional communication, problem solving skills, and ability to handle multiple tasks simultaneously. Proven track record of consistently improving operational processes to enhance the overall customer experience.
Overview
7
7
years of professional experience
Work History
Help Desk Technician
Regions Financial Corp.
Hoover, Alabama
01.2025 - Current
- Provide technical support to employees across the financial institution, troubleshooting hardware, software, and networking issues.
- Respond to help desk tickets via phone, email, and ticketing system, ensuring timely resolution and customer satisfaction.
- Assist with password resets, account access issues, and software installations in compliance with IT security policies.
- Support proprietary banking applications, loan origination systems, and core financial platforms to minimize downtime.
- Escalate complex issues to higher-level support teams while maintaining ownership of the ticket until resolved.
- Document incidents, solutions, and system changes accurately in ticketing and knowledge base systems.
- Ensure adherence to cybersecurity best practices and financial institution compliance standards.
- Provide remote support for branch employees, assisting with connectivity and system access.
- Train and guide employees on proper use of technology resources and banking software.
Relationship Banker II
Regions Bank
08.2023 - 01.2025
- Achieved branch goals and personal goals by listening to customers, helping identify customer's needs and recommending the best products and services.
- Conducted outbound calls using generated customer and prospect leads to improve customer relationships and acquire new relationships.
- Educated and advised customers on Regions’ Consumer and Business products and services, including all loan and deposit types.
- Educated customers on emerging technology and digital solutions such as mobile, online, and ATM offerings designed to make banking easier.
- Analyzed customer accounts and used Regions Greenprint system to guide the conversation.
- Obtained the necessary information to submit credit and debit card claims on behalf of the customer.
- Provided an optimal customer experience by owning and resolving customer issues.
- Referred customers to an internal team of experts when complex financial goals and needs are recognized, referred small business customers to Merchant services to enhance their businesses.
- Followed all bank processes and procedures and adhered to applicable laws and regulations, including completing duties delegated and assigned by the Branch Manager, ensured sound banking practices, including managing, identifying and reporting operational risks.
- Opened new consumer and business deposit accounts.
- Utilized loan application software for loan origination for consumer and business unsecured, secured and equity applications.
- Partnered with underwriters, processors and funders in different departments to get to closing, also partnered with branch business solutions to meet the needs of commercial customers.
- Analyzed credit reports to identify potential opportunities.
- Processed transactions as needed on the platform side and cash line.
- Used multiple banking systems including Sales and Service, Transact, and Mainframe to complete job duties.
Account Expert
T-Mobile
02.2023 - 08.2023
- Handled high call volume to quickly answer inquiries, update accounts and resolve concerns.
- Built rapport with customers through actively listening to maximize opportunities.
- Improved job knowledge with continuous training and expert use of available knowledge bases.
- Researched to provide accurate and complete information.
- Updated CRM system with call information and interaction details for future reference.
- Met quality and service standards when responding to requests.
Branch Specialist
America’s First Federal Credit Union
01.2022 - 05.2022
- Prevented fraud by spotting suspicious behavior and unusual transactions.
- Adhered to federal guidelines to stay in compliance with regulations.
- Met customer needs with knowledgeable and fast service.
- Understood and observed all commercial lending laws and regulations.
- Maintained current knowledge of changing products and services to provide superior customer care.
- Utilized loan application software for loan origination for consumer and business unsecured, secured and equity applications.
- Built and maintained strong working relationships with peers in lending, retail banking and other support areas to maximize team efficiency.
Teller II
America’s First Federal Credit Union
10.2018 - 01.2022
- Opened, assisted and monitored members with safety deposit boxes.
- Maintained strict compliance with banking standards, regulations and laws.
- Retained up-to-date knowledge of offered products and services to educate customers on features, benefits and pricing.
- Assisted in greeting, directing and engaging with client lobby traffic.
- Used active listening to establish trust, optimize sales opportunities and generate leads.
- Informed and educated customers on simple transactions through self-service technologies.
- Uphold confidentiality guidelines as per bank policy.
- Identified suspected fraud based on behavioral and transaction markers.
- Remained up to date on safety and security procedures to always keep the team and customers safe.
Education
Diploma - Technical Endorsements
McAdory Highschool
Skills
- Strong written and verbal communication
- Decision making
- Attention to detail
- Self-starter
- Critical thinking
- Reliability
- Problem solving
- Compliance
- Teamwork
- Organization
- Technical Competence
- Microsoft Office
Timeline
Help Desk Technician
Regions Financial Corp.
01.2025 - Current
Relationship Banker II
Regions Bank
08.2023 - 01.2025
Account Expert
T-Mobile
02.2023 - 08.2023
Branch Specialist
America’s First Federal Credit Union
01.2022 - 05.2022
Teller II
America’s First Federal Credit Union
10.2018 - 01.2022
Diploma - Technical Endorsements
McAdory Highschool
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