Ashanti Carson
Aurora
Summary
- Customer Engagement
- Leadership
- Advisor
- Operations
- Coordinator Dedicated and resourceful professional with diverse skills in Coordination, Operations and Client Relations. A proven leader capable of quickly mastering new skills and communicating a variety of information to diverse individuals. Demonstrates skills in managing multiple Projects and Processes under tight concurrent deadlines with the ability to proactively influence and inspire positive change.
Overview
10
10
years of professional experience
Work History
Tier 2 Customer Service Representative
Sonova Group
12.2024 - Current
- Resolved complex customer inquiries, ensuring timely and accurate responses.
- Collaborated with cross-functional teams to enhance service processes and improve customer satisfaction.
- Mentored junior representatives, providing training on product knowledge and customer service best practices.
- Analyzed customer feedback to identify trends, implementing changes to improve service quality.
- Utilized CRM systems to track interactions, maintaining detailed records for future reference.
- Utilized problem-solving skills to address customer complaints.
- Coordinated with the team to share workload during peak periods, ensuring optimal service delivery and minimal customer wait times.
- Crosstrained in multiple departments to provide seamless assistance regardless of the specific issue at hand.
- Assisted in cross-training other departments, ensuring they were well-equipped to meet company standards in customer service excellence.
- Served as an escalation point for challenging cases, taking ownership of complex problems until satisfactory resolutions were achieved.
- Collaborated with colleagues across departments to expedite resolution efforts when needed, improving overall efficiency levels within the team.
- Used ticketing systems to manage and process support actions and requests.
- Developed and implemented preventive maintenance procedures.
- Generated reports to track performance and analyze trends.
- Offered assistance in implementing and developing training programs.
Social Media Coordinator
Hearing Life
03.2023 - 11.2024
- Respond to customer queries in a timely and accurate way, via phone, email, or chat
- Monitor customer complaints on social media and reach out to provide assistance
- Support and reinforce operational improvements that aligned with stakeholders
- Manage multiple chat conversations simultaneously while ensuring customer receives adequate attention and a timely response
- Work collaboratively with other support team members, as well as different departments, to share insights, address common issues, and contribute to continuous improvement
- Update our internal databases with information about technical issues
Patient Care Coordinator
Hearing Life
06.2021 - 03.2023
- Coordinated between patients and healthcare professionals to meet patient needs
- Access patient information through variety EHR systems, maintaining strict confidentiality
- Assured timely verification of insurance benefits prior to patient procedures or appointments
- Resubmitted claims to achieve financial targets and reduce outstanding debt
- Scheduled patient appointments in respective doctors’ calendars and followed up with reminder phone calls
- Worked with RVP on outlier training and followed up on operational action plans
Logistics Coordinator
SD Wheel
02.2019 - 03.2023
- Monitored loss prevention dashboards
- Assisted with inventory management for high-cost business expenditures
- Worked directly with sales team to understand and enhance SOPs
- Oversaw logistics for customer deliveries and gave white glove support
- Created call sequencing workflows to optimize center performance
Client Service Coordinator
Dovenmuehle Mortgage, Inc
03.2018 - 02.2019
- Handled sensitive customer information with confidentiality and compliance with data protection regulations
- Conducted CRM tasks to maintain quality assurance levels
- Managed high-volume inbound and outbound calls in a fast paced environment
- Educated clients on mortgage products, policies, and procedures
- Processed and documented client requests, such as payment arrangements, escrow accounts, or account updates
Client Experience Specialist
Dyson
04.2016 - 08.2017
- Assisted field operations in maintaining consistent client satisfaction through quality products and services
- Processed customer orders, returns, and exchanges accurately and efficiently
- Maintained a comprehensive knowledge of Dyson product specifications, features, and technology to effectively assist clients
- Communicated with clients to ensure a positive experience and brand satisfaction
- Handled warranty claims and coordinating repairs or replacements as necessary
Education
Associates - Applied Science, Paralegal studies
Waubonsee Community College
05-2024
High School Diploma - undefined
West Aurora High School
Aurora, ILHIS Program - Hearing Instrument Specialist Program
College of DuPage
Glen Ellyn, IL12-2026
Skills
- Meticulous Attention to Detail
- Filing and Data Archiving
- Business Acumen
- Interpersonal Skills
- Proactive
- Training
- Insurance verification
- Client Development
- Operations
- Medical terminology
- HIPAA compliance
- Action Oriented
- Analysis
- Complex problem solving
- Business Emphasis
- Reporting
- Optimal Solutions
- Leadership
- Complaint Resolution
- High Impact Communication
- Digital and Cross Teams Functionality
- Medical Terminology
- Prior Authorization
- Proficient in MS Office Suite
- Active listening
- Data entry
- Product knowledge
- Analytical thinking
- Complaint resolution
- Product training
Career Highlights
- Hearing Life – Social Media Coordinator Accomplishments given for streamlining Logistical and Software Processes for operational efficiency Wrote several process improvement documents and developed solutions for all business practices Consistently maintained a customer satisfaction rate of over 90% as a chat representative
- Hearing Life – Patient Care Coordinator Multiple Accolades from Executive Leadership: Exemplary Customer Service Negotiated and implemented cost-effective managed care agreements, optimizing reimburse rates and ensuring seamless coordination of patient services
Timeline
Tier 2 Customer Service Representative
Sonova Group
12.2024 - Current
Social Media Coordinator
Hearing Life
03.2023 - 11.2024
Patient Care Coordinator
Hearing Life
06.2021 - 03.2023
Logistics Coordinator
SD Wheel
02.2019 - 03.2023
Client Service Coordinator
Dovenmuehle Mortgage, Inc
03.2018 - 02.2019
Client Experience Specialist
Dyson
04.2016 - 08.2017
High School Diploma - undefined
West Aurora High School
Associates - Applied Science, Paralegal studies
Waubonsee Community College
HIS Program - Hearing Instrument Specialist Program
College of DuPage