Ashley Smith
Roanoke
Summary
Customer service professional with a strong background in marketing, logistics, and insurance, dedicated to delivering exceptional client interactions and driving customer satisfaction. Seeking a position in Customer Service or Client Services where I can leverage my skills in a fast-paced environment to enhance client relationships and operational efficiency skills.
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
11
11
years of professional experience
Work History
Customer Service Representative
Wells Fargo
12.2025 - Current
- Resolved customer inquiries and issues through effective communication and problem-solving techniques.
- Processed account transactions with accuracy, ensuring compliance with company policies and regulations.
- Trained new team members on customer service standards and operational procedures to enhance team performance.
- Assisted in developing training materials to improve onboarding processes for new hires.
Registrar
Lewis Gale/HCA
03.2025 - 11.2025
- Greet and assist patients and visitors in a professional and courteous manner.
- Collect and verify patient demographic, insurance, and financial information.
- Register patients for services, including admissions, outpatient procedures, and emergency room visits.
- Ensure all forms and consents are signed and properly documented.
- Accurately enter patient information into the hospital’s electronic health record (EHR) system.
- Explain hospital policies, procedures, and financial responsibilities to patients.
- Verify insurance coverage and obtain pre-authorizations when necessary.
- Collect co-pays, deductibles, and outstanding balances as applicable.
- Work closely with clinical and administrative staff to ensure proper patient flow.
- Maintain patient confidentiality in compliance with HIPAA regulations.
- Respond to inquiries from patients, insurance companies, and hospital staff.
Mail Carrier
US Postal Service
10.2024 - 02.2025
- Organized and distributed mail to relay boxes, optimizing route efficiency and distribution timeliness.
- Verified address accuracy on packages, ensuring reliable and prompt delivery of shipments.
- Obtained signatures for registered mail, maintaining delivery accountability.
- Provided postal information, assisted with address changes, and issued necessary forms, enhancing customer service and satisfaction.
Customer/Order Services
QVC/Qurate
08.2024 - 09.2024
- Sales Performance: Demonstrating significant sales growth or exceeding targets consistently.
- Customer Engagement: Developing innovative strategies to enhance customer experience and loyalty.
- Customer Support: Providing assistance with order-related inquiries, such as tracking shipments, processing returns or exchanges, and resolving any issues customers may have.
- Problem Resolution: Addressing and resolving any problems or complaints related to orders, ensuring a high level of customer satisfaction.
- Communication: Effectively communicating with customers via phone, email, or chat, and providing clear and accurate information.
- System Management: Using order management software to update and track orders, manage customer information, and maintain accurate records.
Marketing Specialist
Downtown Marketing And Design
02.2023 - 02.2024
- Social Media Growth: Managed social media campaigns that led to a 50% increase in engagement and a 40% growth in followers.
- Developed and implemented digital marketing strategies that enhanced website traffic, elevated brand awareness, and contributed to an increase in sales.
- Created print advertising materials and managed social media campaigns that effectively communicated key messages to target audiences, promoting engagement and brand recognition.
- Conducted comprehensive keyword research to improve content optimization, ensuring increased visibility and relevance among target demographics.
Mail Carrier
US Postal Service
03.2019 - 02.2023
- Organized and distributed mail to relay boxes, optimizing route efficiency and distribution timeliness.
- Verified address accuracy on packages, ensuring reliable and prompt delivery of shipments.
- Obtained signatures for registered mail, maintaining delivery accountability.
- Provided postal information, assisted with address changes, and issued necessary forms, enhancing customer service and satisfaction.
Government Claims Advocate II
Allstate Insurance
04.2015 - 06.2018
- Secured settlements totaling over $1 million, reflecting strong negotiation skills and successful claim resolutions.
- Analyzed and processed financial data for claimants, ensuring accurate and timely insurance payments.
- Negotiated settlements with injured parties and legal representatives, achieving mutually beneficial outcomes.
- Secured settlements totaling over $1 million, reflecting strong negotiation skills and successful claim resolutions.
Education
Associate of Science - Computer Science
ECPI College of Technology
Roanoke, Virginia11-2002
Bachelor of Arts - Psychology
Southern New Hampshire University
06-2025
Skills
- Customer Service, Client Relations, Problem Solving, Communication Skills, Active Listening, Empathy, Conflict Resolution, Customer Retention, Attention To Detail, Multitasking, Patience, Adaptability, Time Management, Interpersonal Skills
- CRM Software (eg, Salesforce, Zendesk, Freshdesk)
- Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
- Live Chat Support
- Call Center Operations
- Troubleshooting
- Order Processing
- Data Entry
- Customer Satisfaction, Customer Engagement, Positive Attitude, Customer Loyalty, First Contact Resolution (FCR)
- Team Collaboration, Leadership, Flexibility, Dependability, Conflict De-escalation, Stress Management, Cultural Sensitivity
Timeline
Customer Service Representative
Wells Fargo
12.2025 - Current
Registrar
Lewis Gale/HCA
03.2025 - 11.2025
Mail Carrier
US Postal Service
10.2024 - 02.2025
Customer/Order Services
QVC/Qurate
08.2024 - 09.2024
Marketing Specialist
Downtown Marketing And Design
02.2023 - 02.2024
Mail Carrier
US Postal Service
03.2019 - 02.2023
Government Claims Advocate II
Allstate Insurance
04.2015 - 06.2018
Bachelor of Arts - Psychology
Southern New Hampshire University
Associate of Science - Computer Science
ECPI College of Technology