Years of experience: 18

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Ashley's Career Path
Mentor & CoachNov. 2024 -
Present
Mentors CXMentor & Coach
Coaching & mentoring junior and senior CX professionals at pre-seeds, high-growth start-ups, and restructuring companies. I focus on change management, effective quarterly planning, leadership training, and career pathing.
Customer Experience ConsultantApr. 2024 -
Jun. 2024
RootlessCustomer Experience Consultant
- Conducted audit of current CX operations to identify areas of improvement, particularly in relation to conversion and retention. - Onboarded the CX team to Help Scout from a general Gmail inbox, including implementing updated canned responses and workflows to collect inbound data. - Integrated CRM with Shopify for quick, clear customer LTV data, improving efficiency and the opportunity for ...
Customer Experience ConsultantNov. 2023 -
Present
Professional Helpers CX Consulting, LLCCustomer Experience Consultant
As a seasoned Customer Experience leader with over a decade of experience at high-growth tech startups, I specialize in strategically scaling support organizations by building human-in-the-loop AI-enabled support orgs and expertly configuring help desk software for an efficient agent and customer experience. My focus also extends to developing robust Voice of the Customer Programs, ensuring t...

Ashley's Posts

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    About

    • Over 10 years in tech startups • Expert in Customer Experience • Proven track record in high-growth environments • Skilled in program development and team leadership

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    Cases & Experiences

    • Merged quantitative and qualitative feedback • Enhanced digital products through VoC • Implemented AI tool for Clubhouse users • Reduced account lockout issues by 80%

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    Work Order

    • Develop and restructure VoC Programs • Source critical customer data • Build essential feedback loops • Create exceptional products and experiences

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    How to contact

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    About myself

    Expert in scaling support teams and enhancing customer feedback. Implemented AI tools, cutting support tickets by 50%. Introduced Zoom Virtual Agent, reducing inbound inquiries by 80%. Optimized Zendesk, downsizing to 10 agents, saving $100k+ monthly.

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    Job Description

    Seeking leadership role in customer experience at a dynamic early-stage startup or growth-focused small business. Eager to apply strategic vision and innovative solutions to elevate customer satisfaction and streamline operations.

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    How to contact

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    About

    • 15+ years in customer experience. • Built and restructured support operations for efficiency. • 6+ years in automation and chatbot integration.

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    Cases & Experiences

    • Reduced inbound contacts by 50% with AI tools. • Enhanced operational efficiency, cutting BPO costs and reducing offshore agents from 30 to 10.

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    Work Order

    • Evaluate operations for AI readiness. • Facilitate AI implementation prep. • Conduct AI tool audits. • Implement and train on AI tools.

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    How to contact

No responses yet
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