Ashley Gibson Email & Phone Number

Plainfield, Indiana, United States

Communicate on the phone with clients to understand their questions and/or concerns and register incidents received phone in the CRM system.Secondarily manage a small amount of email cases daily that are assigned to you and call the customer to resolve if neededClassify incidents based on severity and priorityUtilize existing Knowledge Base, manuals or other reference materials to resolve incidentsInvestigate and resolve incidents with no known solutionCollaborate with other team members to assist them with resolution of incidentsContribute and update our Knowledge Base and CommunitiesFollow standard processes and proceduresAccept and retain ownership of requests, provide regular updates to support and /or customers on the status of each request and manage aging of assigned requestsEnsure service level standards are achievedHandle interruptions well and move between tasks with ease while still meeting deadlineCollaborate with Senior or Principle Support Engineers on complex cases when appropriateReplicate and log reported bugs in bug tracking systemPossess an intermediate understanding of the organization's products assigned, staying current with system information, changes and updates, and escalate more complex inquiriesWork with more knowledgeable resources to ensure any case needing escalation has appropriate documentation and detail to effectively transition the case without inconvenience to the customer.Work shift rotation to cover evenings, public holidays and weekendsAttend virtual and classroom based training classesComplete certifications for company productsComplete training for complementary 3rd party productsUse appropriate discretion in handling critical client calls and escalating calls to managementPerform each duty above with our customers' satisfaction as your number one priority.Assist in training new Technical Support team membersContribute new content to the Support Knowledge base

Answering customer requests or inquiries concerning services, products, billing, etc.Delivering superior service identifying and resolving customer; issues using problem-solving skillsBuilding a positive rapport across a variety of personality typesContinually maintaining a working knowledge of our clients' products, services and promotionsPutting the customer first and remaining polite and professional at all timesDocumenting all customer information, communications and sales in a computer system

Fishers, Indiana, United States

Delivered students to and from school in all-weather types, in a safe and effective manner each day. Maintained a well-organized school bus by performing pre-inspection and post inspection daily to maintain safety. Retained an updated and efficient map of student pick-ups and drop-offs that all also ensured safety. Cared for students and provided a safe environment during transportation before and after school.

Certificate, Medical Billing And Coding

Bachelor Of Applied Science - Basc, Fine And Studio Arts

Associate Of Arts - Aa, Fine And Studio Arts