Ambrosia Mockler

Experience

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  A-CTI

  Oct 2004 - Sept 2005

  Customer Service Representative / Lead Operator / Manager

  Chosen to fulfill accounts receivable for the in-house company CTI Long DistancePromotion to manager after 6 months. Organizational duties included: • Daily shift scheduling • Management, supervision, and coaching of operators• Receipt of calls as an Operator; progression to de-escalation of supervisor calls• Quality Assurance and Call Monitoring• Provide daily extensive, ongoing new hire and current rep training

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  Comcast

  Aug 2006 - May 2014

  Financial data management, processing, quality assurance per West Division back-office Corporate procedures; peer training; project management.• Exhibited high attention to detail and vigorous organizational skills.• Engagement in innovational ideas for development of department’s processes; assisted in implementation of these ideas and procedures • Created, participated, and presented instructional written, oral, and visual training of all departmental processes• Project manager for specific departmental assignments; assigned work and maintained communication within team; supported peers daily with problem solving and informational requests• Ran, scrubbed, and processed monetary adjustment reports for quality assurance; issued credit refunds to disconnected customers; contacted customers directly for payment research investigation purposes Show less Mainly processed and received inbound calls from West Division customers; provided financial adjustments and customer account management; performed de-escalation calls; quality control and training projects• Operated quality control projects entailing order entry procedures and accuracy knowledge• Provided weekly feedback to my peers re: policy and procedural corrections• Subject matter expert in Billing, Video Repair, Sales, and Retention departments• Technical writing for departmental instructional documents re: coding/order entry for peer and managerial use; employee training Show less

  • Coordinator 2 / Client Services

    Feb 2011 - May 2014

  • Customer Account Executive

    Aug 2006 - Feb 2011
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  Farmers Insurance

  May 2014 - Sept 2015

  Commercial Service Advocate II

  • Administrative and Executive Support to insurance agents and underwriters• Policy processing, endorsement alterations, underwriting• Technical Support, Employee Training roles• Billing and Financial functions • Commercial Property and Casualty Industry Knowledge

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  Access Tech LLC

  Jun 2016 - Dec 2022

  Customer Support Specialist / Success Manager

  • Technical Support and Administrative Management for small telecom startup MSP• Learning & Development Technical Writer and Employee Trainer• Project Management and Development, Customer Service Management, Audit and Inventory Management, Financial and Contractual Analysis and Support• Marketing and Sales, Reporting and Data Analysis, Programming and Salesforce CRM UI Management