Ashley Heger Email and Phone Number

Provide management support outbound call center specialist as well as administrative support for a group of up to 30 people at a time. Lead a team to reach a high standard of customer service, call quality, compliance, competencies, professionalism, and growth through continuous coaching, training, mentoring through one on one and performance planning, and creative innovation of process and organizational change. Maintain detailed reports and records for schedules, payroll, performance, coaching, and performance progression.

Provided outbound support by maintaining a minimum of 3000 weekly calls to potential students with outcomes of a minimum of 100 successful transfers to Enrollment. Often exceeded performance expectations through call quality reviews, high transfer rates, attendance, professionalism and customer service. • Awarded “Top Performer” and attended H1 Non-Geographic Region Leadership Summit for astonishing performance in 2008-2009.• Team lead for my team included mentoring new hires as well as struggling agents in order to create and maintain high level of performance• Facilitated numerous team meeting demonstrating best practices for customer service• Selected to participate in the Leadership Development Program

Effectively and efficiently performed all member monetary transactions and functions for all account types including but not limited to savings, checking, money markets, and mortgages in a fast-paced environment. Provided face to face support and customer service assistance with all disputes and concerns of members. Completed daily audits of member information while maintaining account integrity. Identified customers’ needs and provided them information in order to suitably add a variety of economic tools and services in order to increase customer satisfaction.