1. Ashley Zuidema (616) 405 - 6409
3114 Fox Fire Trl., Zeeland, MI 49464 akamme01@baker.edu
Professional Profile
• Innovative
• Flexible
• Strong work Ethic
• Reliable
• Problem-Solving
• Strong Organization
• Investigative
• Multi-Tasker
• Time-Management
• Planning, Follow-Through
• Interpersonal Skills
• Resourceful
• Dedicated
• Ambition and drive to succeed
• Proactive
• Resilient
Professional Experience
DialogDirect, Holland, MI
12/2014 - Present
Operations Analyst
Achievements:
• 12/2014 Promoted from Customer Service Representative
• Certificate of Achievement for 1 year of Service
Responsibilities:
• Updating and Entering Overtime
• Working with Workforce Management Software
• Entering Schedules, Changing Schedules, Entering New Shift Bids
• Entering and Changing Time Card Leaves according to campaign needs
• Checking to ensure that agents are gated according to campaign needs
• Entering Late Segments at the top of the hour, within the first 15 minute interval
• Ensuring that all time off requests are accurate, scheduled, and forwarded accordingly
• Maintaining low after call work volume for agents
• Assisting recruiters with Job fairs
• Maintaining centers Key Performance Indicators (KPI’s), Service Levels, and Occupancy
rates
DialogDirect, Holland, MI
12/2013 – 12/2014
Customer Service Representative for Blue Cross Blue Shield
Achievements:
• Maintained on the top 20 list of agents within the campaign, for overall customer service,
service levels, and service calls.
Responsibilities:
• Reviewed and explained member claims
2. Ashley Zuidema•(616) 405-6409•akamme01@baker.edu
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• Benefit explanations as requested by members when in need of services
• Resubmitted claims for approval when inaccurate billing was performed
• Researched claims, and compatibility with Medicare guidelines when appropriate to ensure
services were covered, when balances were present
• Multi-tasked through multiple screens, and programs to achieve overall customer satisfaction
Leisure Estates/Village, Holland, MI
05/2002 – 05/2012
Weekend Administrative Assistant
Achievements:
• Organized and maintained a complex filing system to increase efficiency within the office
Responsibilities:
• Performed accounts payable/receivable
• Data entry
• Established and Developed relationships with residents to maintain a better experience
• Provided excellent customer service
The Holland Town Center, Holland, MI
05/2007 – 07/2009
Office Manager/Property Manager Assistant
Achievements:
• Successfully planed and coordinated an autograph signing with picture opportunity with
Spiderman at the Outlet Mall
Responsibilities:
• Prepared payroll for 5-10 employees
• Maintained and updated employee rights and safety posters
• Coordinated and planned events
• Oversaw activities of the maintenances personnel in the absence of the manager
• Worked with vendors and contractors while establishing licensing and insurance verification
• Generated and provided documentation of weekly reporting for the main office
Education
Baker College Center for Graduate Studies, Flint, MI
Masters Business Administration, Concentration in Human Resource Management
08/2014
The Society for Human Resources Management
SHRM E-Learning Certificate of Achievement SHRM Credit Approved Book Quiz: Emotional Intelligence
2.0
3/28/2015
References
References are available upon request.
