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.

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.
• 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.

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.
• 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