1. ASHLEY COWARD__________________________________________________________________________________
6223 N. Mascher Street, Philadelphia, P​A​ 19120
​abmiller1227@gmail.com
(267)312-4839
Licensed Accident and Health Insurance Agent and Customer Service Professional
A professional and dependable Licensed Accident and Health Insurance Agent and Customer Service Professional
with a proficient ability to notice important detail and create beneficial strategies to problem solve. Experienced
and trained in the areas of customer service, understanding of liability, developing team plans and team training.
Possesses the ability to communicate effectively and utilize skills and knowledge to grow within a fitting position.
CORE COMPETENCIES
● Ability to apply prior learning and
training
● Understanding and following of
necessary strategies and procedures
● Professional and reliable work ethic
● Growing knowledge of the
customer service and insurance
industry.
● Ability to work effectively both
individually and as part of a team
● Ability to lead and train a team
● Proficient computer skills and
knowledge of Microsoft programs
● Excellent communication skills both
verbally and written
EDUCATION
● ITT Technical Institute, Levittown, PA
● Associates Degree in Criminal Justice
● Overall GPA of 3.9
● LEASOT Law Enforcement and Security Officer Training Academy
● Holy Family University, Philadelphia, Pa
● Bachelor’s Degree in Criminal Justice- Pending Completion
● Current GPA of 3.9
CERTIFICATION
● PA Act 235 Certified- Security Services
LICENSES
● Accident and Health Insurance
EMPLOYMENT EXPERIENCE
The Results Companies, ​Blue Bell, Pa
Quality Analyst and Licensed Accident and Health Insurance Agent ​August 2016– Current
● Listen, evaluate, and score calls including the use of phone and computer applications according
to the established guidelines.
● Provide reports, including observations and recommendations, to team leaders and
management staff on an on-going basis.
● Communicate Quality Development standards, updates and improvements to all staff.
● Maintain and continually improve the processes for Quality Development in keeping with
product and client requirements, contractual obligations and industry standards for call
centers.
● Develop and coach agents to meet client expectations. Provide constructive feedback to
improve agent performance and support client objectives.
● Partner with Ops Supervisory staff to improve agents’ opportunity

2. ASHLEY COWARD__________________________________________________________________________________
6223 N. Mascher Street, Philadelphia, P​A​ 19120
​abmiller1227@gmail.com
(267)312-4839
Company Voice, ​Blue Bell, Pa
Licensed Accident and Health Insurance Agent ​October 2015 - August 2016
● Assisting existing Aetna and Coventry members with the renewal process for individual health
insurance plans.
● Submitting and updating APTC applications on the Federally Facilitated Marketplace.
● Providing polite, efficient and understandable customer support.
● Performing needs analysis to assess for members and potential members.
● Providing detailed information about various Aetna and Coventry health insurance products.
● Explaining changes and additions to newly available plans for current members.
● Obtaining enrollments during The Annual Enrollment Periods.
● Providing proficient accident and health insurance related information.
● Providing assistance with Member Services and Outreach Initiatives
● Displaying knowledge of various programs and procedures.
Corporate Call Center, ​Blue Bell, Pa
Licensed Accident and Health Insurance Agent ​August 2015– October 2015
● Assisted Medicare eligible individuals in applying for and making changes to health plans.
● Performed needs analysis for candidates and customers.
● Provided polite, efficient and understandable customer support.
● Explained changes and additions to newly available plans or amended plans for current
customers.
● Obtained enrollments during The Annual Enrollment Periods and Special Enrollment Periods.
● Provided proficient accident and health insurance related information.
Securitas USA, ​Philadelphia, Pa
Security Officer ​March 2013 – October 2015
● Provided and maintained safety and security of client site, including property and personnel.
● Observed, logged and reported activities and incidents at assigned client sites.
● Monitored surroundings for irregularities and determining efficiency in equipment efficiency.
● Actively maintained preservation of order and access to client site and enforced regulations.
● Provided response to fire incidents, medical emergencies, bomb threats, flooding, elevator
emergencies, and other incidents.
● Trained new and existing employees to perform mentioned responsibilities.
Ross Dress for Less, ​Philadelphia, PA October 2012 – May 2013
Store Protection Specialist/Loss prevention
● Responsible for maintaining overall store safety and protection
● Maintained a visible presence in order to deter both internal and external theft and shortage
● Surveyed building for any possible safety hazards, unusual or threatening behavior
● Monitored surveillance cameras and other security equipment
● Eliminated any possible hazards, tracked shortages and visible thefts
● Part of a team that devised action plans for minimizing shrinks, shortages and theft.
● Documented findings daily and communicated them to the store protection specialist team,
managers, supervisors and employees when necessary.
● Trained new and existing employees to perform mentioned responsibilities.

3. ASHLEY COWARD__________________________________________________________________________________
6223 N. Mascher Street, Philadelphia, P​A​ 19120
​abmiller1227@gmail.com
(267)312-4839
Dodson Childcare Services​, Philadelphia, PA July 2008 – December 2011
Child Care Assistant/Supervisor
● Provided a clean and safe environment for children of various ages and learning levels.
● Worked with children with a wide range of developmental, emotional and psychological issues.
● Planned and carried out lessons dedicated to many areas of learning
● Scheduled interviews with parents and documented child/parent important information.
● Planned recreational activities, provided supervision, tutoring and homework help.
● Provided supervision both in the facility and on field trips or school commutes
● Communicated plans to other employees
● Supervised a team of employees, trained new employees and communicated plans and procedures
daily