Ashley Nixon
Brampton,ON
Summary
Dedicated and results-driven professional with over a decade of experience in conflict resolution, customer needs assessment, and process optimization. Strong ability to deliver timely and accurate information, resolve complaints, and surpass quality and customer satisfaction standards. Adaptable team player with a track record of delivering high quality efficient solutions to resolve challenges and exceed business growth.
Overview
8
8
years of professional experience
Work History
Benefits Administrator
Ontario Teachers Insurance Plan
10.2021 - 10.2022
- Providing timely and accurate information in response to 30-40 incoming telephone inquiries using an automated telephone system, computer applications, and more
- Resolving member complaints regarding insurance coverage, claims and service, and document outcomes for future reference
- Clarify member complaints, investigate the problem, develop solutions, make recommendations to management, and follow-up to ensure resolution
- Achieved and maintained a consistently high average of 95% on QA assessments, surpassing the company's established standards
- Maintained a stellar 90% Customer Satisfaction (CSAT) score, indicating a strong focus on meeting and exceeding member expectations
- Implemented a proactive approach to addressing member complaints, resulting in a 20% reduction in escalated issues and increased member satisfaction.
Technical Support Specialist
Alpine Access
01.2018 - 01.2020
- Diagnosed, troubleshoot and resolve mobile application technical issues
- Provided positive customer experience within each customer interaction
- Documented client communication and resolution efforts via internal ticketing system
- Pursued issue resolutions by working with technology providers
- Communicated in professional, friendly, and efficient manner, striving to meet company's SLA's
- Streamlined troubleshooting processes, leading to a 15% reduction in average resolution times
- Implemented a knowledge-sharing system among team members, resulting in a 20% decrease in recurring technical issues
- Consistently surpassed SLAs by resolving technical issues within 80% of the stipulated time frame
- Received recognition for achieving a 25% improvement in customer satisfaction ratings through effective problem resolution.
Cage and Coin Banker
OLG Slots Woodbine
01.2015 - 01.2018
- Successfully obtained and maintained an AGCO Category 1 gaming license, ensuring adherence to regulatory requirements
- Redeemed foreign currencies using accurate exchange rates when required
- Establish customer relationships by providing friendly but efficient customer service to all patrons
- Maintain interpersonal skills with staff on shift to provide smooth service
- Upkeep service delivery by reconciling slots machines and ATMs on the gaming floor
- Apply cash counting processes daily, resulting in a 24% depletion of discrepancies and improved overall accuracy
- Utilized cross-training initiatives for staff, leading to an increase in team members capable of handling emergency cash box pulls
- Implemented any new protocols for handling large transactions using FINTRAC software, resulting in a 10% decrease in compliance-related issues.
Education
Immigration Consulting -
Humber College
Toronto, ON12.2021
Completed coursework towards Social Service Work Program -
Sheridan College
Brampton, ON04.2018
Medical Office Administration -
Sheridan College
Brampton, ON04.2015
Skills
- Conflict Resolution Techniques
- Data Analysis
- Strong Analytical Skills
- Adaptability and Flexibility
Languages
English
Native or Bilingual
Timeline
Benefits Administrator
Ontario Teachers Insurance Plan
10.2021 - 10.2022
Technical Support Specialist
Alpine Access
01.2018 - 01.2020
Cage and Coin Banker
OLG Slots Woodbine
01.2015 - 01.2018
Immigration Consulting -
Humber College
Completed coursework towards Social Service Work Program -
Sheridan College
Medical Office Administration -
Sheridan College
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