Ashleigh Peterson-Myers
Norcross,GA
Summary
To maintain customer satisfaction and improve customer experience. Experienced customer service professional. Very proficient in researching and resolving customer problems. To help improve customer satisfaction. Resolve support issues, improve credibility, nurture relationships. Able to exercise
independent judgement based on customers needs. Strong organization skill, active listening skills, adaptive team player. I can use my exceptional interpersonal and communication skills to resolve customer issues and foster a positive relationship between the customers and the company.
Overview
7
7
years of professional experience
Work History
Employee Engagement Coordinator
UKG - Contract
08.2024 - 02.2025
- Process Qualified Life Event changes for newly eligible employees, marriage/births and related dependent verifications
- Enroll employees into company eligible benefits and distribute information about coverage
- Correspond with benefit carriers to validate benefit coverage
- Answer questions about eligibility requirements
- Assist with payroll related inquiries
- Access several different environments to assist employees in accessing and navigating benefits systems
- Document employees issues and concerns
- Handle escalated related issues efficiently
- Reaching out to employees and promoting solutions
Call Center Representative
Kaiser Permanente
03.2024 - 08.2024
- Provide remote assistance to members, addressing inquiries, resolving issues, and offering information about healthcare plans and services
- Schedule and coordinate medical appointment for members remotely, ensuring efficient and accurate booking of healthcare services
- Assisted members with claims and billing inquiries, provide clarification on coverage, explain charges and facilitate the resolution of billing-related concerns
- Place outbound calls for follow-ups and resolutions
- Assist with IT/web support to access online portals
- Review the different coverages associated with members policy
- Handle complaint related issues
- Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to customers.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
Tier2 Technical Support Representative
Aus Information Systems - TEMP
09.2022 - 02.2023
- Created scripts to automate repetitive tasks and to enable faster troubleshooting
- Met statistical metrics regarding ticket and contact quality, first call resolution, attendance and productivity
- Used remote control and assistance tools expertly to support non-local customers
- Demonstrated technical skills in systems management, security, service management, applications and networking and solved complex problems according to established procedures and industry best practices
- Investigated reported issues, coordinated with internal teams and devised strategies for responding to customers
Convergent Customer Service Representative
Entergy
12.2021 - 09.2022
- Followed call center “scripts” when handling different topics
- Kept records of all conversations in our call center database in a comprehensible way
- Obtained client information by answering telephones calls, interviewing clients, verifying information
- Maintained communication equipment by reporting problems
- Accomplished sales and organization mission by completing related results as needed
- Maintained and improved quality results by adhering to standards and guidelines
Convergent Customer Service Representative
Duke Energy Progress
12.2020 - 12.2021
- Proficiently and professionally responded to customer questions pertaining to orders, giving knowledge of a company’s products and services
- Handled50 + customer interactions per day giving detailed personalized, friendly and polite service to ensure customer retention and satisfaction
- Processed credit card payments for orders and managed accounts receivables
- Assisted customers in navigating the company’s website, placing orders online, and troubleshooting any technical issues
- Managed large amounts of inbound and outbound calls, identifying customers’ needs to clarify information research on every issue and provide solutions..
Customer Service Representative
ADT Call center
11.2017 - 11.2020
- Answered inbound calls in a timely and friendly manner
- Accomplished sales and organization mission by completing related results as needed
- Processed credit card payments for orders and managed accounts receivables
- Assisted customers in navigating the company’s website, placing orders online, and troubleshooting any technical issues
- Managed large amounts of inbound and outbound calls, identifying customers’ needs to clarify information research on every issue and provide solutions
- Followed call center “scripts” when handling different topics
- Kept records of all conversations in the call center database in a comprehensible way
- Obtained client information by answering telephones calls: interviewing clients, verifying information
- Maintained communication equipment by reporting problems
- Improved and maintained quality results by adhering to standards and guidelines
Education
High School Diploma -
SGH
Snellville, GA05.2014
Skills
- Time Management
- Project Planning
- Problem-solving
- Microsoft office
- 65 WPM Typist
- Microsoft Teams
- Great communication skills
- Microsoft Excel- Spreadsheets
- Microsoft PowerPoint
Timeline
Employee Engagement Coordinator
UKG - Contract
08.2024 - 02.2025
Call Center Representative
Kaiser Permanente
03.2024 - 08.2024
Tier2 Technical Support Representative
Aus Information Systems - TEMP
09.2022 - 02.2023
Convergent Customer Service Representative
Entergy
12.2021 - 09.2022
Convergent Customer Service Representative
Duke Energy Progress
12.2020 - 12.2021
Customer Service Representative
ADT Call center
11.2017 - 11.2020
High School Diploma -
SGH
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