Ashlee Medlin Email & Phone Number

•Conduct root cause analysis of client dissatisfaction and service issues to elevate service quality and increase client satisfaction ratings. •Analyze grader appeals data to identify trends and opportunities, providing actionable insights through the quarterly Appeals Digest for the Ops and PerfEx teams.•Facilitate continued education training for agents to help uplevel agent skills and increase cross-functional relationships.•Collaborate with cross-functional partners to develop and test the Retention Strategy Test aimed at driving revenue within CS.•Support ad-hoc categorization projects by analyzing sample tickets for key trends allowing the greater PerfEx team to provide in-depth analysis of the value of experiments and promotions in flight.•Support BPO training efforts by conducting 1x1 audit reviews and shadow sessions to ensure workflow efficiency and adherence to the ticket OS.•Lead weekly team meetings to ensure timely communication of CS changes that impact QA workflow.•Conduct team calibrations to align team members on quality standards and performance expectations, which streamlines workflows and reduces errors.

Austin, Texas Area

•Monitored real-time business and client needs across phone, chat, and email channels and managed the workflow of 50 multi-channel agents through queue directives, shifting priorities to maintain high Service Level Agreements across all channels.•Made client-focused decisions in a fast-paced, autonomous environment to increase retention and maintain a high client satisfaction rate.•Used service recovery strategies to retain clients at risk of churn.•Developed internal talent through onboarding, mentoring, and coaching new staff, positively impacting their overall immersion experience.–––––––––––––––––––––––Social Media Care Associate•Executed brand strategy and drove engagement with online communities through Instagram, Twitter, Facebook, Pinterest, and the Stitch Fix Blog.•Used analytics software like Sprinklr and Clarabridge to monitor engagement, drive community growth, and generate monthly engagement and campaign reports.•Partnered with the Creative Marketing team to successfully translate brand campaigns to social platforms and audiences.•Detected, analyzed, and surfaced trends from client chatter and keyword listening.•Partnered with Stitch Fix influencers to facilitate positive and lasting relationships.•Designed and successfully implemented a Crisis Management plan in response to COVID-19.•Developed and implemented the team’s Community Guidelines, response processes, and knowledge base.

Austin, Texas Area

•Implemented store operation policies, hired and trained employees, facilitated payroll, and performed quality control checks.•Created must-follow promotional marketing material across social media accounts and email campaigns by targeting key trends that engaged large audiences, with a focus on the college demographic.•Maintained an average yearly growth rate by increasing new customer count and raising the average dollar spent per existing customer through referral programs, cross-promotional advertising with nearby local businesses, and customer loyalty programs and events.•Oversaw storefront operations, maintained vendor relations, reconciled accounts, and processed Electronic Funds Transfers.•Coordinated employee scheduling, set weekly sales goals for employees, and counseled customers.

The Triangle Luxury Apartments

•Assisted in maximizing property income and owner assets by monitoring and controlling property budgets.•Submitted and processed property-related invoices in coordination with monthly budgets, collected and posted rent promptly, filed evictions, and consistently met delinquency goals.•Maintained resident and vendor relations and overall client satisfaction.Supervised onsite personnel and ensured performance standards adhered to property standards.•Worked as the Creative Marketing Director to implement strategies to increase occupancy and property ratings.•Coordinated and planned The Triangle Grand Re-Opening and resident events.

Austin, Texas Area

• Strongly represented the company brand and culture by delivering the "Warm Cookie Moments" mission through exceptional customer service• Supported management team through clear communication of assignments and by offering flexibility during heavy time constraints• Maintained brand awareness by providing a consistent and quality product through various forms of checks and balances

Austin, Tx

• Compiled statistical information for advertisers, identified advertising affidavits daily, updated advertiser filing system• Facilitated radio station trade-out program

Bs, Education

Kinesiology Major with a focus in Physical Culture and Sports and a Minor in Business.

Education record

Activities and Societies: Study Abroad Program through the American Institute of Foreign StudiesCulture Immersion