1. ASHLEY R. SK IPTON
7005 E. 159th Street | Belton, MO 64012 | 913-522-9598 | Ashley.Skipton@yahoo.com
OBJECTIVE
To obtain a challenging position providing me an opportunity to advance my skills and broaden my knowledge in a
well-respected and established company.
SKILLS PROFILE
- Develop and implement new organizational call center structure to improve representative’s focus and provide
a positive customer experience
- Prepare and administer training classes for new and current employees
- Create, distribute, and analyze reports, along with presenting them to various size audiences
- Strong analytical and multi-tasking skills
- Desire and ability to quickly learn and implement new skills
- Brainstorm and problem solving ability to ensure efficiency and accuracy
- Highly efficient with Microsoft Office applications including Access & Excel
- Strong knowledge of Administrative and Technical workflows
- Basic knowledge of Oracle SQL
- Worked with Agile and Waterfall project methodologies
EMPLOYMENT HISTORY
Testing Engineer II – Sprint Commissions, Sprint 9/30/2013 - Present
Overland Park, Kansas
- Worked on multiple high profile projects. One project specifically, had a projected annual cost savings of $936k
and a times savings of 804 hours.
- Conduct a wide range of User Acceptance Testing and analysis to ensure new compensation plans meets or
exceeds specified standards and end-user requirements.
- Executes complex testing according to requirements of the project.
- Create test data files with valid and invalid records to thoroughly test program logic and verify system flow.
- Draft and revise complex test plans.
- Identifies and recommends changes to enhance the effectiveness of User Acceptance Testing.
- Coordinates activities with the off shore IT System Test team to ensure all project requirements are fulfilled.
- Subject Matter Expert for Continuing Service Awards process
Senior Operations Analyst II,Zurich Insurance 10/1/2012 – 9/27/2013
Overland Park, Kansas
- Analyzed procedures to identify areas of opportunity and provide recommendation to improve processes. An
example of this includes streamlining the Duplicate Payment Policy. With this project we implemented steps in
the process to catch a total of 150 duplicate payments per year. Which was a projected cost savings of $1
million dollars and an annual time savings of 932 hours in research.
- Worked with internal Business Partners to gain understanding and document current process and procedures
for their department.
- Partnered with Senior Management on large project scope, deliverables, timelines, and customer
communication strategies
- Managed and documented smaller project groups ensuring deliverables and timelines were achieved

2. - Created training documents and conducted training on new procedures for assigned projects
Administrative Manager: Staff Legal and Claims, Zurich Insurance 11/2/2009 – 9/28/2012
Overland Park, Kansas
- Managed intraday operations of Staff Legal and Claims offices in multiple locations, ensuring best practices,
providing updates, and training as needed
- Traveled to remote offices conducting training and quality audits; prepared and adhered to travel budgets
- Executed and analyzed monthly reports for Business Partners
- Conducted monthly status update meetings with the Managing Attorneys and the Regional Managing
Attorneys
- Partnered with Managing Attorneys to ensure smooth transition of E-Office platform in each location
- Constantly partnered with various levels of management to ensure workflow efficiency and identify any areas
of opportunity
Customer Care Center Supervisor, Zurich Insurance 2/1/2007 – 10/30/2009
Overland Park, Kansas
- Partnered with management team and IT to create the Virtual Workbin through the different phases; created
and executed training material for the Account Service Center
- Worked with management to establish objectives and team goals for Virtual Workbin; conducted staff
performance appraisal reviews
- Managed intraday operations ensuring customer requests were handled promptly and accurately
- Ensured compliance in daily activities of the Customer Care Center, provided technical support as needed
- Prepared weekly and monthly reports to employees, providing daily/weekly activity and service metrics
- Partnered with upper management, providing renewal certificate
- Responsible for weekly and monthly service level metrics for production and phones for my direct reports.
Accounts Receivable Specialist & Customer Care Representative,
Zurich Insurance
2/1/2005 – 1/31/2007
Overland Park, Kansas
- Receive and complete customer requests, consistently met timelines on daily and weekly tasks
- Collected past due and bad debt premiums from current and prior insured; prepared account reconciliations
and manual statements, as well as cancellation notices and processed cancellation paperwork
- Executed monthly past due reports, prepared and mailed notices of cancellations and rescission letters to
security interests for managemen
Human Resources Associate, Sears Roebuck & Co 10/1/2001 – 2/1/2007
Overland Park, Kansas
- Recruited for open positions within the store by handing out flyers and posting banners.
- Conducted interviews and new hire training.
- Prepared and submitted all new hire paperwork
EDUCATION
Masters of Business Administration: concentration in Project Management
Keller Graduate School of Management , Kansas City Missouri, January 2009 - Present
Bachelors of Science in Business Administration: concentration in Business Information Systems
DeVry University, Kansas City, Missouri, July 2003-June 2006