Ashley Zuidema provides her contact information and an overview of her professional skills and experiences. She has worked as an Operations Analyst for DialogDirect since 2014 where her responsibilities include scheduling, timekeeping, and ensuring performance metrics are met. Previously, she served as a Customer Service Representative for Blue Cross Blue Shield, assisting members with claims. She also held administrative and property management roles for Leisure Estates/Village and The Holland Town Center. Zuidema completed her MBA in Human Resource Management from Baker College in 2014.
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Versatile, reliable and hands-on employee with 10+ years of office experience.
Direct communicator with a reputation for problem solving, training and team building.
Human Resources expertise includes hiring training, scheduling, motivating and performance management.
Provider of excellent customer service to internal and external customers assuring courtesy, accuracy and timeliness.
Sales Support, Billing, Customer Service and Research & Development.
Technical skills: Six Sigma Green Belt, Visio, Microsoft Office (Word, Excel, Power Point, Access, Outlook)
Versatile, reliable and hands-on employee with 10+ years of office experience.
Direct communicator with a reputation for problem solving, training and team building.
Human Resources expertise includes hiring training, scheduling, motivating and performance management.
Provider of excellent customer service to internal and external customers assuring courtesy, accuracy and timeliness.
Sales Support, Billing, Customer Service and Research & Development.
Technical skills: Six Sigma Green Belt, Visio, Microsoft Office (Word, Excel, Power Point, Access, Outlook)
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.