Summary
Overview
Work History
Education
Skills
Timeline
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Ashley Anderson

Monroe

Summary

Experienced customer service professional with over a decade of expertise in innovative issue resolution and customer retention strategies. Proven track record of effectively addressing customer concerns and maintaining long-lasting relationships. Dedicated to providing exceptional service and exceeding customer expectations in every interaction. Expertise in consistently delivering results and contributing to organizational success.

Overview

20
20
years of professional experience

Work History

Agent Success Manager

SOLD.com
02.2022 - 12.2023
  • Developed and maintained strong relationships with clients, resulting the 50 -60% client retention.
  • Served as the main point of contact for all client escalated issues and complaints
  • Collaborated with upper management to resolve billing discrepancies and ensure timely payment collection.
  • Sold marketing packages to agents and up-sold agents reaching 200% of my monthly sales quota on average
  • Remote

Patient Assistance Program Specialist

Medication Outreach
06.2011 - 09.2016
  • Evaluated patient eligibility for program placement.
  • Disputed and appealed denials with pharmaceutical companies to resolve patient enrollment issues.
  • Oversaw resolution of complex complaints from medical professionals and patients.
  • Supported patient advocates in managing their caseloads.
  • Contributed to development of marketing strategies.

Patient Advocate

Medication Outreach
03.2008 - 06.2011
  • Streamlined prescription assistance program management for new patient enrollments.
  • Developed and maintained relationships with healthcare providers to ensure patient program requirements are fulfilled.
  • Coordinated with over 100 pharmaceutical companies to maintain prescription assistance initiatives.
  • Worked closely with sales team and upper management to develop innovative marketing strategies.

Auditor and Funder

Countrywide Home Loans
08.2005 - 01.2008
  • Conducted thorough compliance audits to ensure adherence to regulatory standards and internal policies.
  • Developed audit plans and risk assessments to identify potential areas of concern within financial statements.
  • Trained junior auditors on best practices in auditing processes and techniques, promoting skill development within the team.
  • Analyzed discrepancies in financial data, providing actionable recommendations for corrective actions to management.
  • Streamlined audit processes, improving efficiency and reducing time spent on each audit engagement.
  • Executed wire transfers to title companies following audit completion.

Technical Support Representative

Embark
05.2004 - 07.2005
  • Resolved technical issues for customers via phone, email, and chat support channels.
  • Guided users through troubleshooting processes to enhance product usage and satisfaction.
  • Documented customer interactions in CRM system to maintain accurate support records.
  • Collaborated with engineering teams to escalate unresolved issues for timely resolutions.
  • Developed knowledge base articles to streamline information sharing and reduce resolution times.

Education

General Education Diploma - undefined

North Louisiana Vocational College
Shreveport, LA
02.2003

Skills

  • Salesforce
  • Communication skills
  • Conflict resolution
  • Organizational skills
  • Client retention
  • Account management
  • Positive attitude
  • Customer service and care
  • Relationship building
  • Goal-oriented mindset

Timeline

Agent Success Manager

SOLD.com
02.2022 - 12.2023

Patient Assistance Program Specialist

Medication Outreach
06.2011 - 09.2016

Patient Advocate

Medication Outreach
03.2008 - 06.2011

Auditor and Funder

Countrywide Home Loans
08.2005 - 01.2008

Technical Support Representative

Embark
05.2004 - 07.2005

General Education Diploma - undefined

North Louisiana Vocational College

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Ashley Anderson