Keep in touch with meI'm using Intch to connect with new people. Use this link to open chat with me via Intch app
Network Power<100 people
Roles
💰100%
Investor & VC
🔥100%
Startup Founder
💸100%
Marketing
Geos
🇬🇧100%
United Kingdom
Work Background
Founder
Professional Helpers, LLCFounder
Nov. 2023New York City Metropolitan Area · RemoteAs the founder of Professional Helpers, I'm passionate about helping early-stage companies build winning customer experiences. I can act as your fractional Chief Experience Officer (CXO), providing the strategic guidance and support you need to: - Boost efficiency & satisfaction: I'll help streamline processes, identify pain points, and implement data-driven solutions to enhance customer journeys. - Embrace automation: I can help you leverage the power of automation tools and chatbots to deliver consistent, personalized support, freeing up your team to focus on high-value interactions.
Head Of Community Support
ClubhouseHead Of Community Support
Nov. 2021 - Feb. 2024New York, New York, United States · Remote- Reduced support BPO cost by over $100k/mon by transitioning vendors, increasing efficiency and accuracy with process and technology improvements, and overall reducing response time. - Reduced Support backlog from 2k emails to 60 by implementing prioritization buckets and subject matter experts. - Reduced support inbounds by 80% by implementing LLM chatbot & AI/ML deflection tools. - Managing support BPO strategy, scaling, and budget. - Strategizing the scaling and career development of a distributed CX team. - Directly managing and coaching managers, team leads, and subject matter experts. - Writing and maintaining FAQs and product knowledge resources for the team and users, including a quarterly rotating ongoing training program. - Maintaining support tools (Zendesk [Support, Explore, Guide, etc], Loom, Zoom Virtual Agent, fka Solvvy). - Tracking CX KPIs to forecast headcount needs, maintain quality, and inform coaching. - Prioritizing user feedback and feature requests to improve digital products. - Created a cross-departmental voice of the user program and collaborated on user research projects.
Head of Community Experiences
Gregarious, Inc.Head of Community Experiences
Jun. 2021 - Oct. 2021New York City Metropolitan Area
Director of Customer Experience
Helix SleepDirector of Customer Experience
Feb. 2020 - Jun. 2021New York City Metropolitan Area- Strategized the scaling and career development of a distributed CX team. - Directly managed and coached managers, senior team members, and BPO agents. - Managed the migration from Gladly to Zendesk with no downtime in customer communication. - Tracked CX KPIs across three brands to forecast headcount needs, maintain quality, and inform coaching. - Prioritized customer feedback for improvements to physical & digital products. - Created a cross-departmental voice of the customer program. - Increased support team efficiency with process and technology updates, reducing response time by 24 hrs. - Reintroduced chat while decreasing overall email backlog. - Introduced new transactional and proactive emails, improving communication to customers about purchase and shipping. - Wrote and maintained FAQs and knowledge resources for team and customer use across three brands. - Maintaining support tools (Zendesk, StellaConnect, Guru). - Chair of the Diversity, Equity & Inclusion committee.
Head Of Customer Experience
HungryrootHead Of Customer Experience
Aug. 2017 - Feb. 2020Greater New York City Area- Implemented an LLM self-service improvement tool that reduced ticket inbounds by 50%. - Recruited, managed, and developed managers, team leads, and on-site and remote agents. - Tracked CS KPIs to forecast headcount needs, maintain quality, and inform coaching. - Reported customer issues to food operations, and suggested improvements for better shipping experiences. - Created a cross-departmental voice of the customer program. - Improved support team efficiency by introducing consistent processes, subject matter experts, and new tools. - Wrote and maintained FAQs and knowledge resources for team and customer use. - Maintaining support tools (Zendesk, Solvvy, MaestroQA, StellaConnect).
User Support Manager
Paperless PostUser Support Manager
Sep. 2013 - May. 2017Greater New York City Area- Recruited, trained, and managed a 10-12 agent remote team. - Increased support team efficiency with process and technology. - Analyzed support metrics for business insights and product proposals. - Maintained FAQs and resources for internal and customer use. - Coordinated issues with QA, product managers, and engineers. - Resolved customer issues via phone, email, and chat.
Operations Support Specialist
UnpaktOperations Support Specialist
Jul. 2013 - Sep. 2013New York, New York- Resolved customer and mover issues via phone, chat and email. - Confirmed scheduled appointments with customers & movers. - Troubleshot and escalated issues to engineers. - Wrote FAQs for internal and customer use. - Mover account management.
Customer Support Specialist
AereoCustomer Support Specialist
Feb. 2012 - Jun. 2013Greater New York City Area- Resolved customer issues over email, chat and phone. - Troubleshot and communicated issues with QA and engineers. - Wrote and maintained internal and customer FAQs. - Collected customer service metrics for business analysis. - Provided live demonstrations of the platform at public events.
Product Operations Coordinator
The Mind GymProduct Operations Coordinator
Sep. 2011 - Dec. 2011New York, New York- Coordinated facilitator materials for learning and development sessions. - Organized and tracked client feedback via Excel, Survey Monkey, and internal website. - Managed office supplies and equipment, and incoming and outgoing shipments. - Booked transportation and submitted expense reports for executives. - Proofread and edited British English and idioms to American English and idioms.
Lead Operations Support Assistant
University of Wisconsin MilwaukeeLead Operations Support Assistant
Dec. 2007 - May. 2011Greater Milwaukee Area- Interviewed, hired, trained, and managed student staff. - Scheduled student staff shifts, lead staff meetings and professional development sessions. - Drafted and maintained technical documentation, handbooks, wikis, and FAQs for employee use. - Answered a high volume of calls and emails regarding university or IT related questions. - Monitored university network and email servers, and technical and environmental equipment. - Escalated bugs and user issues according to escalation process. - Greeted visitors and callers and checked IDs as first point of contact. - Worked unsupervised, first, second and third shifts and kept detailed shift reports. - Sorted and distributed incoming and outgoing mail. - Performed data entry via PeopleSoft and Oracle Tidal.
Switchboard Operator
University of Wisconsin MilwaukeeSwitchboard Operator
Mar. 2004 - Jan. 2005Greater Milwaukee Area- Answered a high volume of calls, fielding various university related questions. - Collected all necessary information for the proper and efficient resolution to the caller’s inquiry.
Intch is a Professional Networking App for the Future of Work
300k+ people
130+ countries
AI matching
See more people like Ashley on Intch
IT
451129 people
18
Technologist, Project/Program Manager
24
Data Scientist Intern @ Newell Brands
16
Program Manager @ DISH Network
ITTech Support
92380 people
18
Technologist, Project/Program Manager
42
Senior Mining Engineer @ Riot blockchain
16
CEO/Data Engineer and Consultant @ Propeltech Services LLC