Ketraysha Asberry
Temple
Summary
Hardworking and detail-oriented professional dedicated to providing customer-centered care and support for local and international clients. Team-oriented, reliable and computer-savvy. Looking to offer several years of experience to challenging new role with room for advancement.
Overview
17
17
years of professional experience
Work History
Customer Service Representative
State of Alaska (Division of Motor Vehicles)
Anchorage
12.2024 - 10.2025
- Phone support for vehicle registration, driver's licenses/identification cards, and vehicle titling
- Explaining statutes and regulations
- Assisting callers with licensing
- Helping callers navigate the website
Customs Trade Coordinator
FedEx
Anchorage
10.2025 - 05.2025
- Managing documentation and regulatory compliance for internal shipments
- Ensuring smooth customs clearance for imports/exports by classifying goods
Supervisor
Maximus LLC
Austin
05.2023 - 08.2024
- Preparing call center representatives to respond to customer questions, properly direct customer complaints, and troubleshoot problems with services or products
- Conducting bi-weekly team meetings to discuss company-wide policy updates, participating in team builder activities, and addressing questions and concerns with the team as a whole
- Conducting weekly meetings with individual agents to discuss performance goals or issues and objectives for the upcoming week, addressing questions or concerns
- Ensuring agents understand and comply with all call center objectives, performance standards, and policies
- Ensuring that agents comply with company policies regarding privacy and security during interactions with customers
- Answering agent questions regarding best practices or difficult calls
- Identifying operational issues and suggesting possible improvements
- Monitoring and evaluating agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary
- Preparing reports and analyzing data to assist management as they determine call center goals
- Working with fellow supervisors and management team members to support agents and maximize customer satisfaction
Customer Service Representative, Training (Mentor)
Maximus LLC
Austin
09.2021 - 08.2023
- Assisting the training department with new agents
- Assisting the quality department manager during weekly meetings by monitoring behaviors, reporting to training supervisors, and the quality manager as needed
- Learning/implementing current quality and customer service protocols with new or returning agents
Sr. Customer Service Representative
Maximus LLC
Austin
08.2022 - 05.2023
- Conducting weekly check-ins with agents to discuss weekly and quarterly performance, goals to advance within the company, and answer general questions
- Assisting the supervisor by submitting monthly reports, such as Quality Assurance findings
- Assisting the supervisor by submitting weekly reports such as weekly meeting report and checking team schedules in Verint, sending team technical error updates to floor support department, evaluation and observation of new hire progress during live calls resulting in agent testing out if all Quality and Customer Service performance has been met, completing scorecards for graded calls within the Unit as well as other teams within the enrollment broker call center
- Assisting the supervisor with daily reports, such as short call reports and adherence exceptions reports
- Working with the supervisor to conduct New Hire Orientation Meet and Greets with agents currently attending on-the-job training
- Submitting request forms for agents to report on-site when necessary
- Reviewing Kudos calls and submitting for agents to receive recognition within the company
- Attending Supervisor Meetings in place of the supervisor when absent, maintaining open lines of communication with various departments within and outside of the call center to achieve completion of tasks as needed, and working closely with upper management, fellow supervisors, and senior customer service representatives
- Working on the help queue two to three times daily to assist agents during live calls
Enrollment Broker
Maximus LLC
Austin
11.2020 - 09.2021
- Handling inbound calls for the enrollment broker call center - assisting with STAR Medicaid plan changes, enrollments, and general program information
- Conducting transfers to the Health and Human Services Commission, health plans, dental plans, vision plans, or other state agencies for callers' questions and concerns that the enrollment broker call center would not handle
Collections Agent
Alltran Financial
Bryan
10.2019 - 07.2020
- Assisted customers diligently, courteously, and professionally while collecting payments
- Initiated strategies for collection processes and procedures
- Negotiated payment plans
- Respond to customer inquiries
- Persuaded customers diligently to pay past due amounts
- Collaborated with accounts receivable staff regarding the collection of payments
- Advised customers on alternative payment plans
- Created repayment schedules based on customers' financial situations
- Retained customer loyalty while initiating payment collection processes
- Maintained and updated a record of customers from whom collections are made
Agility Clerk
Australian Shepherd Club of America
Bryan
09.2018 - 10.2019
- Performed various administrative functions, including filing paperwork, delivering mail, sorting mail, office cleaning, and bookkeeping
- Worked diligently to resolve all problems, improve operations, and provide exceptional customer service
- Organizing and recordkeeping of event scores, answering participant emails and calls, and generating/mailing award certificates
Administrative Technician
Australian Shepherd Club of America
Bryan
11.2017 - 08.2018
- Delivered expert clerical support to internal staff and management by efficiently handling a wide range of routine and special requirements
- Provided quality clerical support through data entry, document management, email correspondence, and overseeing the operation of office equipment
- Checked documentation for accuracy and validity on updated systems
- Managed multiple projects simultaneously using organizational and analytical skills
- Informed and supported business leaders through consistent communication and administrative support duties
- Generated/mailed membership cards
Initial Loss Reporting Representative
State Farm Insurance
Richardson
07.2014 - 07.2016
- Delivered exceptional customer service to policyholders by communicating important information and patiently listening to all issues
- Checked the level/type of coverage and evaluated contracts
- Worked effectively in a fast-moving work environment to process large volumes of 200-plus home and vehicle claims nationwide
Animal Care Technician
UT Southwestern
Dallas
02.2012 - 07.2014
- Maintained animal room charts by documenting information to reflect updated health issues and the most recent medical treatment
- Monitored the health and behavior of animals by examining them and documenting any changes
- Administered general and emergency first aid by dressing wounds and performing emergency resuscitation
- Consulted with laboratory staff to diagnose problems and administer prescribed treatments
- Followed all pet care instructions, including dietary needs and medication regimens
- Cleaned and disinfected exam areas, equipment, and kennels to prevent the spread of disease, control odors, and maintain a healthy environment
Correctional Officer III
Texas Department of Criminal Justice
Tennessee Colony
12.2008 - 02.2012
- Maintained custody and control of 3000 inmates housed in the maximum-security unit
- Tracked inmates through head counts, visitor logs, and scheduled activities
- Observed and supervised inmates throughout visits, mealtime, recreation, phone calls, and showers
- Control and safety of prison staff/administration within the control center of the unit by monitoring entry into the main facility, issuing keys to each department within the main facility, and maintaining sign-in sheets for all personnel entering and exciting main facility
- Conducting pat down search of all visitors and staff at the main entrance
Education
High School Diploma -
Heritage Christian School
Anchorage, AK05.2008
Skills
- Documentation management
- Regulatory compliance
- Customs classification
- Shipment coordination
- Import/export processes
- Customer relationship management
- Performance monitoring
- Data analysis
- Quality assurance
- Team leadership
- Coaching and mentoring
- Call center operations
- Customer satisfaction improvement
- Team collaboration
Projects
Welcome Home Troops, Anchorage, AK, 08/01/08, Volunteered at Kulis National Guard Base in making over 100 cany leis for troops returning from overseas
Awards
- Top Agent of the Quarter, 2021, Maximus
- Enrollment Broker Council representative, 2021-2023, Maximus
Languages
English, Working
Timeline
Customs Trade Coordinator
FedEx
10.2025 - 05.2025
Customer Service Representative
State of Alaska (Division of Motor Vehicles)
12.2024 - 10.2025
Supervisor
Maximus LLC
05.2023 - 08.2024
Sr. Customer Service Representative
Maximus LLC
08.2022 - 05.2023
Customer Service Representative, Training (Mentor)
Maximus LLC
09.2021 - 08.2023
Enrollment Broker
Maximus LLC
11.2020 - 09.2021
Collections Agent
Alltran Financial
10.2019 - 07.2020
Agility Clerk
Australian Shepherd Club of America
09.2018 - 10.2019
Administrative Technician
Australian Shepherd Club of America
11.2017 - 08.2018
Initial Loss Reporting Representative
State Farm Insurance
07.2014 - 07.2016
Animal Care Technician
UT Southwestern
02.2012 - 07.2014
Correctional Officer III
Texas Department of Criminal Justice
12.2008 - 02.2012
High School Diploma -
Heritage Christian School