Ashley Thompson Email & Phone Number

Charlotte, Nc, Us

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 • 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 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 • 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 the loan from application through closing process, maintained effective communications with customers, referral sources, and loan support staff Show less

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 • 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 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. • Addressed time sensitive complaints and issues filed with the CFPB and State Regulator; coordinate with appropriate internal and external resources to provide speedy resolution.• Demonstrated awareness of state and federal law requirements with regards to customer correspondence, Notices of Error and Requests for Information, and telephonic interaction with mortgage debtors.• Met goals and deadlines under pressure in a fast paced, stressful environment using a working knowledge of company internal processes. Show less

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 • 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 internal resources.• Arrange repayment plans to help customers bring delinquent accounts current and process ACH drafts.• Discretion and good judgement; ability to make sound decisions quickly in a complex and rapidly changing environment while expressing empathy and positively relating to customers. Show less

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 • 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 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.• Produces research on the impact of the initiative and collects day-to-day data for national student tracking purposes Show less

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 • 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 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.• Provide detailed assistance with the college admissions process and scholarship applications; 90% of enrolled seniors will be attending a post-secondary school in the fall (2014).• Engage students in various cultural and service learning projects.• Held more than (792) one-on-one meetings and more than (924) interactions in group meetings with student participants (2013-2014). Show less

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 • 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 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• Researched, distributed, and organized scholarships on each campus; raised a total of $777,000 for both schools in 2012• Collected quantifiable data used to create strategic plans for outreach to ensure specific outcomes; includes submitted college applications, acceptances, scholarships and financial aid applications• Collaborated with principals and faculty of each school to incorporate college-level material in the curriculum to implement a college-going culture and school specific strategies for success• Mentored low-income, first-generation, underrepresented and at risk youth Show less

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.