Ashley Kennedy
Hartford
Summary
Customer service representative with proven success at Experian, specializing in problem-solving and effective communication. Skilled in CRM systems and client education on identity theft prevention. Expertise in network security management and dedicated to improving customer satisfaction through tailored support and relationship-building.
Overview
10
10
years of professional experience
Work History
Customer service representative
Experian
10.2024 - 07.2025
- Experian Partner Services
- Assisted customers with inquiries about credit reports and services.
- Resolved customer complaints through effective communication and problem-solving.
- Documented customer interactions in the CRM system for accurate record-keeping.
- Educated clients on identity theft prevention strategies and resources available.
- Collaborated with team members to enhance service delivery and customer satisfaction.
- Handled account updates and modifications based on customer requests efficiently.
- Processed billing inquiries and guided customers through payment options available.
- Maintained knowledge of Experian products to provide accurate information to clients.
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Developed strong customer relationships to encourage repeat business.
- Developed strong relationships with customers by providing personalized assistance and support.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Developed positive relationships with customers through friendly interactions.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Utilized job-related software to prepare change of address records and issue service discontinuance orders.
- Mentored junior team members and managed employee relationships.
CNA
AACO
Lynnwood
08.2016 - 12.2020
- Healthcare
- Assisted patients with daily living activities and personal hygiene.
- Monitored vital signs and reported changes to nursing staff.
- Documented patient care activities in electronic health records.
- Collaborated with healthcare team to develop patient care plans.
- Maintained cleanliness and safety of patient environments.
- Supported patients with mobility and transfers using safe techniques.
- Educated patients and families about care procedures and health management.
- Responded promptly to patient calls and requests for assistance.
- Provided assistance with activities of daily living, including bathing, dressing and grooming.
- Performed vital sign assessments, such as taking blood pressure and temperature.
- Documented patient care services by charting in designated areas.
- Maintained a clean, safe environment for the patient by adhering to infection control policies and procedures.
- Answered patient call lights promptly and responded to requests appropriately.
- Demonstrated excellent customer service skills when interacting with patients, families and guests.
- Assisted patients in ambulation and transfers using proper body mechanics.
- Reported changes in patient conditions to registered nurse or physician.
- Observed patients for any physical or emotional changes, reported findings to medical staff immediately.
- Ensured compliance with HIPAA regulations regarding confidentiality of information.
- Monitored food intake and output as directed by nursing staff.
- Provided emotional support to family members during difficult times.
- Transported residents within the facility as needed.
- Utilized appropriate safety measures when handling hazardous materials or waste products.
- Recognized signs, symptoms of abuse, neglect and reported them per policy.
- Assisted with range of motion exercises and other rehabilitative activities per physician orders.
- Collaborated with interdisciplinary team members to ensure quality patient care was delivered at all times.
- Educated patients on self-care techniques that would help them maintain their independence.
- Participated in educational programs designed to improve knowledge of health care practices.
- Assisted in preparing meals according to prescribed diets while monitoring food consumption levels.
- Administered medications under supervision of a licensed nurse.
- Facilitated communication between patients, family members, and healthcare professionals.
- Assisted patients with shaving, bathing, and oral hygiene to promote healthy habits and overall wellness.
- Assisted residents with bathing and dressing to promote personal hygiene.
- Facilitated activities of daily living, personal hygiene management, feeding and ambulation.
- Turned and repositioned residents using proper body mechanics to prevent pressure ulcers.
- Helped residents walk with or without self-help devices.
- Used mobility devices to transport patients.
- Observed and reported unusual symptoms and changes to charge nurse.
- Answered signal lights, bells or intercom systems to determine resident needs.
- Distributed drinking water and nourishment to residents.
- Assisted residents in preparing for activities and social programs.
- Maintained accurate, timely flow of information by completing thorough patient records and updating healthcare team on patient status.
- Supported non-ambulatory residents in range of motion exercises.
- Documented activities and recorded information in EMR system.
- Collected specimens, monitored vitals, and maximized patient comfort to maintain optimal environment.
- Rendered hands-on nursing care under direct RN supervision, adhering to medical center policies and procedures.
- Examined and treated patient lacerations, contusions, and physical symptoms and referred patients to other medical professionals.
- Supported daily living activities by serving meals, feeding, ambulating and turning over and positioning patients.
- Provided physical support to assist patients with bathing, dressing and toileting.
- Communicated with patients to determine feelings, need for assistance or social and emotional support.
- Supplied, collected and emptied patient bedpans on frequent basis.
- Safeguarded patient privacy with strict adherence to HIPAA protocols.
- Assisted with lifting patients to move on or off beds, examination tables and surgical tables.
- Kept medical supply room and patient rooms stocked with necessary supplies, equipment and instruments.
- Collected specimens from patients for laboratory testing purposes.
- Exercised comatose and paralyzed patients to reduce delirium and improve physical function.
CNA
Genesis Everett center
Everett
04.2020 - 10.2020
- Assisted patients with daily living activities and personal hygiene.
- Monitored vital signs and reported changes to nursing staff.
- Documented patient care activities in electronic health records.
- Performed vital sign assessments, such as taking blood pressure and temperature.
- Provided assistance with activities of daily living, including bathing, dressing and grooming.
- Responded promptly to patient calls and requests for assistance.
In-home care CNA
Fedelta home care
09.2016 - 02.2018
- Assisted clients with daily living activities and personal hygiene.
- Monitored and recorded vital signs for health assessments.
- Communicated effectively with families regarding client needs and progress.
Noc Shift CNA
Fidalgo health and rehab/ assisted living
04.2016 - 06.2016
Noc Shift CNA
Alderwood park health and rehab
05.2015 - 04.2016
Noc Shift CNA
North Cascades Health and rehab
03.2015 - 05.2015
CNA close observation unit 3A
Providence Regional Medical center
Everett
Education
Bachelors - Cyber Security & Networking
DeVry University
Lisle, IL12-2025
Associates - Cyber Security & Networking
DeVry University
Lisle, IL06.2024
Certificate - Information Technology Essentials
DeVry University
Lisle, IL06.2024
Nurse Delegation cert -
Corner Stone
Online10.2016
Nursing Assistant certificate -
Alderwood Park Health And Rehab
Bellingham, WA03.2015
GED -
Las Vegas Adult Education
Las Vegas, NV05.2011
Skills
- IoT technology and infrastructure
- Operating systems expertise
- Programming languages proficiency
- Hardware and connectivity solutions
- Network security management
- Network configuration and troubleshooting
- Cloud technologies implementation
- Software development methodologies
- Small enterprise networking strategies
- Mobile device security practices
- Industrial connectivity solutions
- Command line interface (CLI) skills
- Algorithmic problem solving techniques
- Behavioral analytics applications
- Cybersecurity practices and protocols
- Information security management frameworks
- Connected and distributed systems architecture
- Microsoft Windows and Linux environments proficiency
- Excel and PowerPoint expertise
- HTML, Python, C, Java programming skills
- Arduino and microcontroller applications development
- Circuit building and prototyping techniques
- Virtual machine setup and network design
- Applied physics principles in technology
- Website development methodologies
- Video and audio editing techniques
- Public speaking skills
References
Available Upon Request
Prior Job Experience
- Noc Shift CNA, North Cascades Health and Rehab, 03/01/15, 05/31/15
- Noc Shift CNA, Alderwood Park Health and Rehab, 05/01/15, 04/30/16
- Noc Shift CNA, Fidalgo Health and Rehab/Assisted Living, 04/01/16, 06/30/16
- In-home Care CNA, Fedelta Home Care, 09/01/16, 02/28/18
- Agency/Facility Staffing, AACO Healthcare, (425) 967-7242, Lynnwood, WA, 08/01/16, Current, CNA
- CNA Close Observation Unit 3A, Providence Regional Medical Center, Everett, WA, (425) 261-2000
- CNA, Genesis Everett Center, Everett, WA, (425) 513-1600
Current Job
Student & Homemaker
Timeline
Customer service representative
Experian
10.2024 - 07.2025
CNA
Genesis Everett center
04.2020 - 10.2020
In-home care CNA
Fedelta home care
09.2016 - 02.2018
CNA
AACO
08.2016 - 12.2020
Noc Shift CNA
Fidalgo health and rehab/ assisted living
04.2016 - 06.2016
Noc Shift CNA
Alderwood park health and rehab
05.2015 - 04.2016
Noc Shift CNA
North Cascades Health and rehab
03.2015 - 05.2015
CNA close observation unit 3A
Providence Regional Medical center
Bachelors - Cyber Security & Networking
DeVry University
Associates - Cyber Security & Networking
DeVry University
Certificate - Information Technology Essentials
DeVry University
Nurse Delegation cert -
Corner Stone
Nursing Assistant certificate -
Alderwood Park Health And Rehab
GED -
Las Vegas Adult Education