Ashley Graves

CROSS-FUNCTIONAL COMMUNICATION: Communicate in person and over phone with veterans and their beneficiaries about all benefits offered by the Department of Veterans Affairs and non-VA benefits offered by other groups that care about veterans. Contact Veterans and provide them with verbal and written information while outlining the VA's reasoning behind its decisions.

CUSTOMER SERVICE: Assisted in locating and filling out appropriate forms and documentation per submitted claim type. Explain different sorts of paperwork required to promote prompt processing of claims. Perform claim-related tasks such as address changes, direct deposits, and check tracers. Manage various information systems to annotate, communicate, and advise on record changes.

TEAMWORK AND COLLABORATION: Organize and coordinate with senior management to train, coach, and onboard new employees over 7 days. Respond to inquiries promptly, share files, and provide team members on-call support through MS Teams.

· Capability to lead and motivate employees and supervise their day-to-day performance in changing environments.

· Expertise in developing comprehensive strategic plans based on national and local initiatives, program goals, and priorities.

· Excellent skill in monitoring performance of individuals and organizations to make improvements or take corrective action.

· Ability to identify and prepare comprehensive risk assessments and perform various challenging administrative assignments.

· Experience establishing, monitoring, and maintaining management information systems and using data to report on program performance and plan for program adjustments accordingly.

· Specialized experience as legal administrative specialist responsible for planning, organizing, and directing teamwork, conducting quality assurance, and presenting results to management.

ACCOUNT RESOLUTION: Conducted in-depth research to investigate escalated customer complaints and resolve problems. Negotiated arrangements to manage defaults and payment plans or full remittance of balance owed. Researched accounts and completed due diligence to resolve collection problems.

CUSTOMER SUPPORT: Assisted prospective customers with selecting right vehicle and explaining financing terms while guiding customers through verification process. Resolved customer account issues after verifying account, such as updating direct deposit and requesting supporting documentation to continue processing their agreement. Efficiently communicate next steps to customers to ensure seamless car purchase journey.

STANDARD OPERATING PROCEDURE: Established work procedures to support company and departmental standards, procedures, and strategic directives. Provided statistical and performance feedback during peer performance reviews for skill improvement. Ensured compliance with underwriting policies and familiarity with constant changes in policies and procedures. Partnered closely with Titles & Registration, Accounts, and other teams to significantly reduce handle times and assist the Fleet Associates on spot.

FOSTERING RELATIONSHIPS: Developed and maintained long-lasting relationships with other internal departments, such as Resolution Team, Titles/Registration, Financial Operations, and key departments. Created better workflow by generating team schedules that positively affected coworkers and allowed greater availability to service wide range of customers.

LIAISON AND ESCALATION: Served as liaison between customers and internal departments, ensuring seamless operations. Maintained high volume of calls and regularly met demands of active and productive groups. Followed through on all critical inter-departmental escalations to increase customer retention rates. Assisted customers quickly and efficiently using numerous tools, including Knowledge Base.

• Managed day-to-day operation of home to comply with regulations and agency standards.
• Supervised residents preparing meals and handling chores and provided constructive feedback.
• Assisted residents with daily hygiene and living tasks.
• Inspected stock to identify shortages, replenish supply and maintain consistent inventory.
• Managed all intake and discharge paperwork and procedures for residents.
• Scheduled and coordinated staff meetings to discuss policies, procedures and goals.
• Developed and maintained positive relationships with guests, vendors and other external partners to establish rapport.
• Trained and supervised staff on proper cleaning techniques, safety protocols and customer service to increase quality standards.
• Investigated and resolved customer complaints to establish trust and increase satisfaction.
• Formulated and oversaw housekeeping budget to manage expenditures and control expenses.
• Recruited, hired and trained housekeeping staff to maintain competent workforce.
• Established team priorities, maintained schedules and monitored performance.

PROGRAM DEVELOPMENT: Orchestrated smooth and efficient program development by collaborating cross-functionally across departments. Gathered and organized printed materials required for program participation. Motivated and directed staff to align operations with organizational missions using appropriate training initiatives and presentations. Coordinated with recruiting teams and human resources representatives to accomplish hiring objectives. Liaised with multiple business divisions to improve communications.

CLAIM SUPPORT AND ADVOCACY: Performed various claim assignments received from supervisors promptly and accurately. Supported supervisors in analyzing, planning, decision-making, and problem-solving activities to strengthen their team morale and production. Advocated for customers by retrieving necessary information to establish their claim properly and assisted them with locating available resources for those unable to use their vehicle/home by connecting them to contracted vendors. Leveraged opportunities within help desk to foster relationships with other teams by spearheading focus groups and team meetings.

KEEPING ABREAST OF REGULATORY CHANGES: Remain informed of changes in collision repair industry and statutory and regulatory changes related to material damage and communicate these changes to other claims personnel. Investigated, evaluated, and managed incoming calls to complete coverage using Salesforce and other company software.

DOCUMENTATION AND REPORTS: Supported the Claims Executive Director and Supervisors by organizing records and completing special projects. Entered attendance data and organized weekly attendance meetings with Workforce Management to ensure optimal performance and availability. Prepared monthly reports on agent trends and presented them to upper management. Administered FNOLs, conducted investigations to complete claims, and worked with 3rd party vendors to accept liability.

DATA INTEGRITY AND INFORMATION MANAGEMENT: Examined reports, accounts, and evidence to determine integrity and accuracy of information. Interviewed policyholders to verify information and obtain additional details. Evaluated accuracy and quality of data input into agency management systems. Processed large volumes of claims while checking level and type of coverage and evaluated vehicle insurance.

CUSTOMER EXPERIENCE: Enhanced customer experience through personalized service, active listening, and effective problem-solving while consistently treating customers with high respect. Achieved and exceeded quality and productivity goals while complying with all regulatory requirements. Navigated computer systems and applications to service customers and enabled them to get most from cellular service.

CUSTOMER PASSION POINT: Served as technology translator for customers who struggled to understand their devices by walking them through easier-to-manage steps while resolving their issues. Developed meaningful relations with team members through listening-first approach when asked for assistance, entailing proper understanding of their needs and clear path for resolution.

· Capable of reading, writing, and effectively communicating with clients, coworkers, and management.

· Expert in maintaining positive, upbeat attitude with employees and clients when faced with patient care status.

· Ability to work as part of team and take independent initiative without direct supervision in fast-paced environments.

· Ability to interpret, analyze, and apply various laws, regulations, rules, policies, precedents, and verbal/written guidance.

· Excellent knowledge and skills in application of analytical and evaluative techniques to identify, consider, and resolve issues and problems peculiar to assigned program area.

· Knowledge of automated systems, personal computers, and software employed in assigned program areas to utilize systems in developing reports, correspondence, and extracting data.