Ashley Thompson Email & Phone Number

Charlotte, NC, US

Charlotte, North Carolina Area

• Manage the day-to-day contact center operations, maintain departmental key performance indicators and ensure compliance
• Lead a team of CS Specialists including motivating, hiring, training, performance management and setting monthly goals
• File review, address the escalation of issues and coordinate with appropriate internal and external resources to provide full resolution
• Perform call coaching’s with agents to help improve the Customer Service call flow and determine proper… Show more
• Perform call coaching’s with agents to help improve the Customer Service call flow and determine proper call handling
• Review/prepare ad hoc reports for management and distribute written communication contact center-wide for major changes in processes and/or operational incidents Show less

Charlotte, North Carolina Area

• Promoted conventional and government programs to prospective customers
• Counseled prospective customers regarding appropriate mortgage programs
• Pre-qualified customers based on income, debt, employment history, and other credit data.
• Determined customers' eligibility and acceptability of loan risk
• Assisted in gathering customer’s authorizations and supporting documentation as required by regulation and/or program guidelines
• Originated loan applications and monitored… Show more

Charlotte, North Carolina Area

• Monitored high risk tasks submitted by customer service department and serve as a single point of contact during research.
• Developed fact patterns that are tracked and analyzed to create strategic action plans to improve lines of business and support corporate goals.
• Lead monthly meetings in collaboration with department heads in order to build working relationships and identify areas of improvement within the customer advocate team.
• Excellent communication skills (verbal and… Show more
• Excellent communication skills (verbal and written) in handling escalated calls, emails and letters in response to customer complaints.
• Managed a diverse pipeline with more than 100 files; provide root cause and gap analysis for company policies, procedures and processes that are submitted for monthly reporting.

Charlotte, North Carolina Area

• File review to determine proper call handling.
• Adhere to standard company metrics and adherence by ranking at the top of each monthly report.
• Provide detailed explanations of company processes such as escrow, loss draft, insurance and bankruptcy.
• Demonstrate knowledge of company’s policies and procedures, as well as compliance and state and federal law requirements with regard to collections procedures.
• Address issues and complaints by submitting tasks to the appropriate… Show more
• Address issues and complaints by submitting tasks to the appropriate internal resources.

Charlotte, North Carolina Area

• Pioneers the new Bloomberg Philanthropies College Access and Success eAdvising initiative geared towards directly supporting 65,000 students with the assistance of College Board
• Communicates consistently to offer virtual one-on-one college advising to high school seniors throughout the country using innovative methods such as video chat, email, telephone and text messages
• Navigates high-achieving low and middle income students through the college application process to help… Show more
• Navigates high-achieving low and middle income students through the college application process to help them apply and enroll in the nation’s top 250+ universities identified through Barron’s List
• Interprets and implements strategies that will promote retention success while using a best fit-best match model
• Develops virtual tools such as college match lists and free, high-quality online content on the college and financial aid process through Khan Academy.

Charlotte, North Carolina Area

• Create individualized academic and career plans for (241) students to promote entry or re-entry into secondary or post-secondary education.
• Arrange financial literacy programs during the fall and spring semesters; 100% of enrolled college-bound seniors completed the Free Application for Federal Student Aid (2013-2014).
• Collaborate with local colleges to provide tutoring services for students in need.
• Implement innovative leadership programming and college and career awareness… Show more
• Implement innovative leadership programming and college and career awareness and exploration activities to help students determine educational goals and create a plan of action.
• Coordinate college campus tours in addition to hosting college recruitment activities including college representative visits and on-campus college fairs.

Edgecombe County

• Cultivated productive working relationships with school administrators, counselors, and teachers to promote a college-going culture at North Edgecombe High School (363 students) and Tarboro High School (681 students)
• Met one-on-one with graduating seniors to find their “best match” colleges, complete college applications, and discuss financial aid applications and resources
• Presented to classrooms of 20-25 students and assemblies of over 300 attendees on the importance of pursuing… Show more
• Presented to classrooms of 20-25 students and assemblies of over 300 attendees on the importance of pursuing higher education and being a well-rounded student
• Coordinated campus visits with college admissions personnel throughout the state and advocated for student admission
• Planned events for parents and students to educate on admissions requirements and financial aid information

Chapel Hill, NC

· Managed 20+ student employees· Facilitated biweekly departmental meetings· Scheduled weekly individual shifts for each employee each weekend· Maintained and supervised building operations· Enforced and regulated building policies and procedures · Created functional working environment for clients and patrons

Chapel Hill, NC

• Developed individualized lesson plans for 18 students
• Instructed 18 students ranging from grades K-5 in reading
• Encouraged learning by addressing individual learning styles
• Collaborated with teachers and after-school officials

Chapel Hill, NC

• Designed entire program agenda centered on academic, social and cultural experience for 100+ scholars
• Processed all applications to select the final scholars.
• Coordinated student check in and check out and all meal arrangements for each participant
• Supervised and mentored a group of 10 scholars throughout the program
• Advised scholars on college admissions process and how to prepare through academic and extra-curricular achievement

Bachelor'S Degree

B.A, Psychology

Activities and Societies: .Activities and Societies: Pre-Orientation Leader, Camp Carolina Scholars Counselor, Connect Carolina Hostess.