Summary
Overview
Work History
Skills
Timeline
Generic

Ashley Payne

San Dimas

Summary

Professional Support Specialist with broad experience in delivering exceptional client assistance and resolving complex issues. Strong focus on team collaboration, adapting to changing needs, and achieving results. Skilled in troubleshooting, communication, and conflict resolution. Known for reliability, problem-solving, and customer-centric approach. Knowledge of customer service principles and support tools, fostering positive user experiences.

Overview

11
11
years of professional experience

Work History

Support Specialist

Matlen Silver
09.2024 - 05.2025
  • Maintained detailed documentation of support interactions, ensuring valuable insights are preserved for future reference and analysis.
  • Monitored ongoing projects for adherence to legal and regulatory requirements, reducing potential liabilities.
  • Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
  • Supported internal audit initiatives, ensuring company alignment with industry standards and best practices.
  • Worked closely with other department members to ensure accurate and timely completion of compliance tasks, promoting teamwork within the organization.
  • Participated in risk assessments, aiding the identification and mitigation of potential compliance issues.
  • Optimized internal workflows to expedite incident escalations, leading to faster problem-solving efforts from specialized teams.
  • Tracked and documented customer interactions in customer relationship management system to maintain accurate records.

Merchant Experience Account Partner, SMB and Enterprise

DoorDash, INC.
07.2021 - 08.2024
  • Accomplishments:
  • Selected exclusively for the SMB cohort immediately after training.
  • Undertook a year-long data project for the KFC franchise, focusing on Drive withholding and onboarding new businesses. Managed data processing, utilized formulas for manipulating data, and handled various tables and files.
  • Transitioned from SMB to Enterprise, with the first assigned account being Subway.
  • Led onboarding and training efforts for new team members handling Enterprise account Pizza Hut for Marketplace and Drive accounts.
  • Managed a year-long POS conversion project for Flynn Group LLC, encompassing 952 stores transitioning to a new POS integration ID. Oversaw all post menu updates for these integrations and tracked progress using Google Sheets.
  • Completed a SQL Analytics curriculum, progressing from Beginner to Intermediate courses, to enhance proficiency in SQL queries and data manipulation.
  • Responsibilities:
  • Communicates, collaborates, and troubleshoots on important issues for Merchants.
  • Cultivates relationships with Merchant stakeholders, serving as the primary contact and subject matter expert for our highest revenue Merchants in support operations.
  • Actively drives retention and overall Merchant success by providing exceptional service and support.
  • Key issues are prioritized and escalated in collaboration with diverse, cross-functional teams.
  • Continuously develop expertise in DoorDash’s processes, systems, and resources, leveraging them to optimize outcomes for Merchants.
  • Validate and track Merchant feedback to drive updates and enhancements to existing and new products, tools, and resources.
  • Proactive outreach is conducted to assist Merchants in successful onboarding and identify potential account issues.
  • Manages long term projects as needed by leadership or assigned by Account Owner.

Benefits Support Specialist Level II

ADP, Inc.
10.2018 - 06.2021
  • Responsibilities:
  • Skilled in Open Enrollment processes and setups
  • Expert in Benefits and Compensation Management using ADP Workforce Now platform
  • Expert in ACA legislation and maintenance of 1094 - C and 1095 - C filings
  • Well rounded in U.S. HR, including but not limited to FMLA, and Payroll compliance policies
  • Unwavering commitments to client service with the ability to build productive relationships, resolve complex issues, and win client loyalty.
  • Experience working with various businesses, small and medium businesses, as well as brokers, human resource managers, and other cross functional partners
  • Engaged professionally and timely in client incoming phone calls, web inquiries, emails and/or faxes.
  • Continuously upgraded knowledge and skill base relating to new product roll out, existing products and statutory or legislative changes.
  • Support client application users which include instruction, navigation, troubleshooting, maintenance and evaluations to determine solutions and alternatives.
  • Products supported include Health Compliance, Pay eXpert, ezLM, and Workforce Now platform.
  • Also proficient in use of Slack, Stripe, JIRA, Mode Analytics, Sigma, Workday, Salesforce, and Retool.

Customer Assistance Representative Sr.

Enterprise Holdings, Inc.
04.2014 - 05.2018
  • Responsibilities:
  • Took incoming calls- reservations, rate quotes, general questions and answers, provided information and resolution for customers, other branches, insurance companies, dealerships, repair shops and other vendors
  • Managed outgoing calls for callback management, A/Rs and miscellaneous calls as assigned
  • Provided a high level of customer service by assisting customers and assessing their rental needs in person and over the phone
  • Met and greeted customers in a friendly and timely manner
  • Provided directions and general assistance
  • Assisted to assess condition of rental upon return
  • Processed returns, check-ins and exit kiosk transactions
  • Effectively marketed the company while picking up customers up and/or dropping off customer in a safe and courteous manner and assisting customers as needed
  • Understood and communicated rental terms and conditions, vehicle features and other services
  • Sold optional protection products, upgrades, fuel options and other additional equipment
  • Responsible for notifying Management of any known vehicle problems and any required vehicle maintenance
  • Cleaned vehicle interior and exterior by hand or by operating washing equipment when needed
  • Performed various administrative and basic accounting functions such as: research and billing support tasks, accounts receivables, transfer and key logs, running miscellaneous reports, supply maintenance, processed customer billing
  • Performed miscellaneous and backup duties job-related duties as assigned

Skills

  • Project Management
  • Compensation and Benefits Management
  • HRIS Systems
  • SMB Client Experience
  • Open Enrollment Management
  • Cloud Based Software
  • Employment and Labor Law
  • Client Relationship Management
  • Data Analysis
  • Compliance monitoring

Timeline

Support Specialist

Matlen Silver
09.2024 - 05.2025

Merchant Experience Account Partner, SMB and Enterprise

DoorDash, INC.
07.2021 - 08.2024

Benefits Support Specialist Level II

ADP, Inc.
10.2018 - 06.2021

Customer Assistance Representative Sr.

Enterprise Holdings, Inc.
04.2014 - 05.2018

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Ashley Payne