Ashley Moore
Grayson
Summary
Highly skilled HR Support Specialist with solid experience in streamlining processes, enhancing productivity and implementing proactive solutions. Strengths include strong attention to detail, multitasking, problem solving and knowledge of operational procedures. Noted for improving efficiency and making significant contributions to customer satisfaction across previous roles.
Overview
11
11
years of professional experience
Work History
Operations Support Specialist
Waffle House Inc
10.2023 - Current
- Administrative Support: Assisting management with paperwork, scheduling, and general office duties.
- Employee Support: Helping hourly associates with HR-related questions, payroll, and benefits.
- Served as a liaison between corporate teams and field leadership
- Maintained accurate records and followed standardized processes
- Respond to hourly associate inquiries about payroll, paid time off (PTO), and other HR-related questions.
- Working closely with the corporate support team and operations management.
- Process payroll corrections and edits weekly, ensuring accuracy and timeliness in payroll support
- Ensuring restaurant needs align with corporate policies and procedures.
- Support Operations Management daily via phone and email with questions and requests related to restaurant operations.
- Multi-task between projects quickly and accurately.
- Maintain professionalism with all customers (Operations Management, Associates, Support Team, co-workers).
Customer Support Specialist
CPO Commerce
04.2019 - 10.2023
- Provide detailed product/service information.
- Update customer records and account information.
- Logging cases on behalf of the customer with third-party suppliers
- manage account orders for resolution/escalation.
- Maintain accurate log entries of contact with resolution details and follow-up information.
- Ensure adherence to escalation procedures.
- Respond to escalated, complex and high-impact customer calls and emails in a timely fashion within the Service Level Agreement.
- To maintain confidentiality with regard to the information being processed, stored, or accessed to ensure it remains fully compliant and meets security policies.
- Ensure compliance with the company change management policies and standards.
- Organize and manage time allocated to tasks, highlighting conflicts in priorities and progress in a timely manner.
- Maintain up-to-date knowledge base articles, FAQs within Ticket Management software.
- Maintained a QA score of 95% or above through consistent and high-quality customer interactions.
Client Support Specialist
US Bank Home Mortgage
04.2016 - 04.2019
- Effectively communicated as a single point of contact for clients.
- Respond to client inquiries and concerns.
- Built and maintained relationships with clients.
- Provided strong problem solving and communication skills.
- Troubleshoot issues and provided proactive solutions.
- Adhered to CRM systems to maintain client retention.
- Analyzed financial statements and maintained portfolios through SaaS softwares.
- Act as a liaison between clients and internal departments to ensure smooth banking operations.
- Maintained accurate records and documentation in line with company compliance standards.
- Maintained a 95% client retention rate by providing exceptional service and proactive financial solutions customized for individual economic challenges.
Customer Support Representative
State Farm Insurance
12.2014 - 04.2016
- Analyze validity of clients information ensuring a smooth experience for policy holders.
- Accurately documented information in a high pressure environment.
- Provided strong communication skills with a service oriented mindset.
- Followed policies and regulations that adhered to company compliance and procedures.
- Communicate via click-to-chat and other internet reporting softwares.
- Ensured prompt routing of documents.
- Provided efficient document processing, maintained a 95% customer service score by providing clear and empathetic claim support.
Education
Bachelor of Science -
Georgia State University
Skills
- Ability to prioritize, multitask and meet deadlines
- Excellent attention to detail
- Strong written and verbal communication
- Strong customer service skills
- Ability to work independently
- Proficient in Microsoft
- Analytical Problem Solving
- Critical Thinking
- Customer Service
- OPS Express
- AS400
- Administrative\ HR
Timeline
Operations Support Specialist
Waffle House Inc
10.2023 - Current
Customer Support Specialist
CPO Commerce
04.2019 - 10.2023
Client Support Specialist
US Bank Home Mortgage
04.2016 - 04.2019
Customer Support Representative
State Farm Insurance
12.2014 - 04.2016
Bachelor of Science -
Georgia State University