Ashli Adampa
@ashliadampa
I lead insurance call center teams and resolve complex customer policy issues.
United StatesWhat I'm looking for
I'm a Team Lead at First Acceptance Insurance Company, supporting customer call center operations for auto, commercial, and home insurance.
I lead 22–28 representatives through coaching, live-call audits, performance evaluations, corrective actions, reporting, and new-hire training. I also handle escalated calls and help clear the customer queue.
Previously, I managed quality assurance requests through Carrier Partner Group, processing policy payments and endorsements, reviewing carrier guidelines, and connecting sales teams with third-party carriers.
My background also includes appointment setting, outbound sales, home-services customer support, remote IT support for Sprint and Verizon Wireless customers, and quality control work. I bring insurance licensing, one-call resolution, and customer service experience in high-stress environments.
Experience
Work history, roles, and key accomplishments
Remote Insurance Agent/Team Lead
First Acceptance Insurance Company
Jan 2020 - Present (6 years 8 months)
Leads a customer service call center team, providing coaching, performance evaluations, and daily operational support. Handles escalated calls and ensures team adherence to best practices.
Quality Assurance Specialist
Carrier Partner Group
Aug 2021 - Jun 2023 (1 year 10 months)
Processed customer policy requests and provided quality assurance by reviewing carrier guidelines. Acted as a liaison between the call center sales team and third-party carriers.
Customer Service Representative
Carrier Partner Group
Oct 2020 - Aug 2021 (10 months)
Answered customer calls, resolved issues, and provided product and service information. Researched billing issues and communicated effectively with customers and leadership.
Consultation Specialist
Pinnacle Home Improvement
Jan 2019 - Jan 2020 (1 year)
Set appointments and gathered information from outbound leads for home improvement services. Scheduled 15+ appointments per day and attended community events to support the brand.
IT Customer Service Representative
Asurion
Jan 2017 - Jan 2019 (2 years)
Provided remote IT support for major clients, resolving equipment issues and determining repair methods. Met or exceeded key performance objectives for service and repair.
Quality Control Technician
J.A. King & Company
Jan 2016 - Jan 2017 (1 year)
Checked the quality of incoming and outgoing materials, ran tests, and analyzed products. Ensured proper measurements and adherence to company standards.
Call Center Sales Representative
TLK Group Result
Jan 2014 - Jan 2016 (2 years)
Handled inbound calls for Comcast services, interviewing clients and verifying information. Maintained quality results by adhering to standards and recommending improved procedures.
Education
Degrees, certifications, and relevant coursework
Glencliff High School
High School Diploma, General Studies
Earned a high school diploma from Glencliff High School in 2014.
Nashville State Community College
Some College, Licensure Courses
2014 -
Attended Nashville State Community College starting in 2014, taking continuation courses for licensure.
Availability
Location
United StatesAuthorized to work in
Salary expectations
Job categories
Skills
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