Ashley Mitchell

Results-driven Quality Assurance professional with 20+ years of customer service experience, 10+ years of CCO program experience, and 7+ years of quality assurance expertise. Experienced in compliance monitoring, documentation review, data reporting, and process improvement. Known for strong analytical skills, attention to detail, and the ability to consistently deliver accurate, high-quality results while supporting organizational goals.

Quality Alignment Monitor at Maximus (2019-07 – Present)

• Conduct quality assurance reviews of customer interactions to ensure compliance with contractual, regulatory, and organizational standards.
• Analyze call recordings to identify performance trends, compliance risks, and opportunities for process improvement.
• Prepare detailed reports regarding information security concerns and potential HIPAA violations.
• Collect, validate, and maintain call-related data to support customer requests, audits, and operational reporting.
• Detect and escalate technical issues related to audio recordings and screen capture functionality to maintain quality monitoring accuracy.
• Mentor new and existing team members by providing guidance on quality standards, compliance requirements, and best practices.
• Support special projects and departmental initiatives requiring research, analysis, collaboration, and attention to detail.
• Serve as a resource for colleagues by sharing knowledge, answering questions, and promoting consistency in quality processes.

Written Correspondence Customer Service Representative at Maximus (2017-04 – 2019-07)

• Provided comprehensive written support to Medicare beneficiaries, addressing complex inquiries related to claims, Powers of Attorney, coverage determinations, and unique Medicare concerns.
• Reviewed and processed authorization documentation while ensuring compliance with Medicare guidelines and internal procedures.
• Conducted detailed research into claims and coordination of benefits issues, independently resolving discrepancies and identifying appropriate solutions.
• Demonstrated initiative by supporting special department projects requiring research, accuracy, and cross-functional collaboration.
• Served as a knowledgeable resource for team members by sharing insights and best practices related to complex case handling.

Medicare Customer Service Representative at Maximus (2016-03 – 2017-04)

• Managed inbound calls, conducted research, and resolved inquiries related to Medicare services.
• Handled escalated and transferred cases involving agent misrepresentation, claims, benefits, and billing concerns.
• Investigated customer issues, identified root causes, and implemented appropriate resolutions to ensure customer satisfaction.
• Supported side-by-side mentoring for peers and new hires, providing coaching to improve script navigation and call handling effectiveness.
• Delivered exceptional customer service by addressing concerns accurately and efficiently.
• Utilized approved scripts and resources to provide clear, compliant, and accurate solutions.

Associate Specialist (Default Resolution Group) at Maximus (2012-05 – 2016-03)

• Delivered exceptional customer service to borrowers seeking assistance with defaulted student loans and repayment solutions.
• Maintained accuracy and accountability while processing payment transactions and updating account information.
• Earned opportunities to handle escalated calls due to demonstrated problem-solving abilities and strong customer service skills.
• Proactively supported team success by coaching coworkers on account research, service expectations, and administrative processes.
• Assisted with training efforts aimed at improving call efficiency and overall team performance.
• Managed specialized NSLDS requests requiring research, attention to detail, and accurate information interpretation and delivery.
• Helped foster a positive workplace environment through participation in employee-focused engagement initiatives.

– Johnson County Community College (2018 – 2019)

– Tonganoxie High School (1998 – 2002)