Ashley Meyer Email & Phone Number

Cincinnati Area, Ky

• Managed a multi-site call center operation, successfully handling over 1,500 calls per day during peak season. • Assisted in the increase of market profit (by over 19% in two years) through a decrease in the number of customer refunds and discounts utilizing a more thorough training program, a stricter adherence to company standards and more detailed and consistent communication with the operations, sales and routing departments. • Achieved an average inbound answer rate of 97%, which ranked in the top three in the company over the past two years. • Earned a top five ranking in the company in customer retention. • Created and implemented a Customer Service Representative Lead program which resulted in the training and subsequent promotion of three customer service representatives. • Created and implemented a market-level customer service representative training program. This program became the basis for market-level training across the country. • Increased customer payment plans by 48% in two years. • Ensured the market earned and maintained its A+ rating with the BBB • Coached three of my representatives to earn three of the highest call monitoring audit scores in the company. • Selected (due to functional excellence) as the pilot market for a new division-wide customer service training and operational program. • Oversaw operations of region-level customer notification team that was created to help drive producible revenue and increase customer satisfaction for the 15 regional branches spread across 6 states• Oversaw payroll for the entire market

Cincinnati Area, Ky

• Answered and resolved a high volume of calls in the medical insurance industry. • Earned very high Customer Satisfaction scores, despite a short learning curve. • Earned POISE survey scores of 100 percent for all calls throughout tenure. • Became proficient at effectively navigating through a number of different and complex medical insurance information programs. • HIPAA trained and certified.

Cincinnati Area, Ky

• Supervised a team of six people assigned to start new shipping projects and ensured that they were successfully completed to the assigned standards. ◦ This team was specially created to handle the needs of a primary and high-value customer (Target). • In charge of all training required for my team. • Responsible for the inventory management of the supplies needed by my team and the maintenance scheduling (preventative and as-needed) of the team's required equipment. • Acted as the support liaison between the Outbound Freight Managers of Target and Innotrac's Director of Operations.