ASHELY WILLIAMS
Atlanta,GA
Summary
Dedicated customer service professional with extensive experience in fostering client relationships and enhancing customer satisfaction. Recognized as a solid team player with an outgoing, positive demeanor and a proven ability to establish rapport with diverse clientele. Committed to driving company success through quality service, process optimization, and swift problem resolution. Articulate and energetic, bringing a results-oriented approach that emphasizes relationship development, partnership cultivation, and business growth.
Overview
17
17
years of professional experience
Work History
Customer Experience Specialist
US Bank
Georgia
09.2024 - Current
- Answer incoming calls and assist customers with questions and concerns related to their credit card accounts.
- Process and respond to U.S. Bank customer inquiries utilizing multiple systems to provide information on accounts while answering every call with professionalism and accuracy
- Properly diagnose customer needs and proactively educate them about the features and benefits of U.S. Bank products and services
- Demonstrate a genuine interest in customers and ask questions to resolve the customers concern while understanding how U.S. Bank can help meet their financial needs
- Guide customers through troubleshooting, navigating the company website/mobile app or using products or services using digital tools
- Understanding and striving to meet or exceed call center metrics while providing excellent consistent customer service.
- Present options to customers about ways to make their banking easy and convenient, while ensuring the needs of the customer always come first.
- Enhanced customer satisfaction through effective issue resolution and proactive communication strategies.
Contact Center Customer Experience Specialist
US Bank
Georgia
09.2023 - 09.2024
- Provides high quality customer service by responding to telephone inquiries, requests and problems.
- Researches, analyzes, and provides solutions that meet the customer's needs.
- The major accountabilities of this position may include resolving customer inquiries and problems with first contact, providing customers with account information, resolving or referring billing disputes, correcting payment errors, revising fee and finance charges as appropriate, account maintenance; taking card, check or other orders; acting on lost or stolen cards/checks; and researching customer problems that could not be resolved during the initial contact.
Senior Complex Customer Service Rep
United Healthcare Group
Atlanta, GA
06.2022 - 09.2023
- Helped large numbers of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted call-in customers with questions and orders.
- Navigated multiple computer systems and applications to find information.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
CUSTOMER ADVOCATE
Delta Dental
04.2021 - 04.2022
- Responds to complex telephone, electronic, and written inquiries from dental and vision professionals, groups, subscribers and brokers
- Communicates eligibility, benefits, claims status, policies, and procedures
- Documents each customer encounter or resolution in appropriate computer tracking system
- Expediently accesses reference materials to analyze and determine appropriate responses to telephone, electronic, and written inquires
- Identifies and reports system discrepancies to leader
- Accurately completes contact service forms and routes to appropriate department
- Utilizes contact tracking functionality to follow up on open calls to ensure resolution is achieved within agreed upon standards
- Meets and maintains metric standards
- Participates in training programs, as designated
- Must be able to work overtime as required
- Performs miscellaneous duties as assigned, including providing support to other departments, as necessary
- Listened to customers in actively to assess issues and provide accurate information.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
INBOUND CONTACT SPECIALIST III
Humana
01.2020 - 01.2021
- Records details of inquiries, comments or complaints, transactions or interactions and takes action in accordance to it
- Complex benefit and claims questions
- Escalates unresolved and pending provider issues
- Decisions are typically focus on interpretation of area/department policy and methods for completing assignments
- Works within defined parameters to identify work expectations and quality standards, but has some latitude over prioritization/timing, and works under minimal direction
- Follows standard policies/practices that allow for some opportunity for interpretation/deviation and/or independent discretion
- Carried and managed consistently heavy project workload through exemplary organizational, time management and collaboration talents.
- Gained extensive knowledge in data entry, analysis and reporting.
- Acted as a team leader in group projects, delegating tasks and providing feedback.
- Analyzed complex data and prepared accurate and comprehensive reports for clients.
CUSTOMER ESCALATION SPECIALIST
Instacart
08.2015 - 07.2019
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Responded proactively and positively to rapid change.
- Cross-trained and backed up other customer service managers.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Developed and updated databases to handle customer data.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Educated customers about billing, payment processing and support policies and procedures.
- Reached out to customers after completed sales to suggest additional service or product purchases.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
CUSTOMER SERVICE SUPERVISOR
Walmart
03.2009 - 07.2015
- Researched and corrected customer concerns to promote company loyalty.
- Identified customer service trends to provide recommendations for process and procedural improvements.
- Led regular customer service meetings to review progress identify challenges and provide feedback.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Created, prepared, and delivered reports to various departments.
- Built highly-efficient administrative team through ongoing coaching and professional development opportunities.
- Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
- Kept high average of performance evaluations.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
Education
High School Diploma -
Miami Northwestern HS
Miami, FL05.2009
Skills
- Client Relations
- High-Volume Environments
- Inquiry Research
- Billing Inquiry Resolution
- Inbound Call Management
- Educating Customers
- Benefits Determination
- Billing and Payment
- Investigate Claims
- Call Volume and Quality Metrics
- Call center operations
- Problem resolution
- De-escalation techniques
- Microsoft office
Timeline
Customer Experience Specialist
US Bank
09.2024 - Current
Contact Center Customer Experience Specialist
US Bank
09.2023 - 09.2024
Senior Complex Customer Service Rep
United Healthcare Group
06.2022 - 09.2023
CUSTOMER ADVOCATE
Delta Dental
04.2021 - 04.2022
INBOUND CONTACT SPECIALIST III
Humana
01.2020 - 01.2021
CUSTOMER ESCALATION SPECIALIST
Instacart
08.2015 - 07.2019
CUSTOMER SERVICE SUPERVISOR
Walmart
03.2009 - 07.2015
High School Diploma -
Miami Northwestern HS