Ashli Hampton Email & Phone Number

Albuquerque, New Mexico, United States

• Effectively train and develop newly hired staff for both Claims Payments and Customer Service• Develop, implement, and maintain effective training programs for Claims Payments and Customer Service• Conduct inbound call monitoring to ensure established customer service standards are achieved• Coach and mentor staff while also instituting additional training when necessary• Promote teamwork and clean concise communication between each department• Assure quality assurance standards are achieved and maintained within 60 days of received business• Quality assurance for >1,000 documents, including checks and contracts, within the year• Developed, created, and improved 75+ training documents with procedures for both Customer Service/Claims Payments• Developed metrics for Customer Service and Claims Payments• Implemented new processes and procedures to ensure a more cohesive work flow for both teams• Successfully mastered a new data system to help create processes for internal staff in addition to external staff• Conducted Townhalls for Agencies and Dealers to provide training for the new data system, PCRS• Created 27 training manuals for internal and external staff for the conversion to PCRS• Worked with internal IT to develop a Batch Processing Application to ensure Century’s continued success in remote environments• Tested >100 of data samples to ensure a seamless transition from Stone Eagle data system to PCMI• Assisted with providing samples and accurate data for auditing

• Promptly answer up to 50 calls per shift within the company’s goal of 5 seconds with a 95% success rate• Utilize knowledge for a range of reinsurance products to help identify and predict the needs of the Customer, Dealers, and Agents• Provided prompt customer support with a professional, friendly, and patient attitude• Assisted with training new employees on employee guidelines, processes and 3 different systems to help with successful onboarding• Politely addressed any customer concerns and complaints only escalating to management when absolutely necessary• Interacted with Customers, Agents, Dealerships and In-House Team Members to build strong relationships within Customer Service and Claims Payments• Support Customers, Agents and Dealerships to resolve contract discrepancies• Train Agents and Dealerships on how to effectively use the company data management system in order to sell extended service contracts• Responsible for processing incoming contracts with 98% accuracy rating• Applied Dealership funding to all reinsurance contracts• Responsible for declined contracts and effectively relaying information to Dealerships, Customers, and Agents• Processed an average of 40 claim payments daily to assist the Payments department