Ashlee Mcdowell Email & Phone Number

Orlando, Fl, Us

Orlando, Fl, Us

United States

Senior Manager of onboarding efforts and performance management for Wayfair's Supplier Transfers program. A program designed to connect Supplier partners directly with customers to resolve post-delivery issues.Responsible for optimizing communication protocols, fostering stakeholder engagement, and maximizing operational efficacy. Created and communicated processes and policies for external stakeholders to ensure quality customer service standards.Created quarterly communications to broadly share updates with internal and external stakeholders via newsletter in partnership with the marketing team.Implemented processes within the team to effectively track document versions and maintain version control when working on stakeholder communications.Partnered with internal teams to successfully onboard external partners into a service-based program, growing participation from 1% of overall GRS penetration to 50%.Created a standardized template to provide monthly performance reporting and tactical recommendations for improvement.Drove supplier performance to a decrease in unresponsive rate by 32% within one quarter through targeted email outreach, individual supplier meetings, and sharing internal coaching opportunities with key stakeholders.Built out and executed a 6-12 month project plan by partnering with appropriate stakeholders and adhering to deadlines.

Manager II within Specialized ServiceLed, coached, and developed a team of 7 assistant managers and upwards of 43 associates.Created, facilitated, and approved team-wide communication.Analyzed and projected team performance on a daily, weekly, and monthly basis.Partnered with internal teams to prepare and execute tool, policy, and workflow changes.Successfully partnered with internal teams to migrate 25% of the team's ticket volume to a department better equipped to process the workflow.

Layton, Utah, United States

Assistant manager within Specialized Service.Led, coached, and developed a team of 10 agents.Increased productivity by 33% within 2 months through the implementation of strategic coaching sessions, improved ticketing queues, and overall process improvements.Drove consistent performance resulting in the team achieving 126% above goal for core metrics and KPIs.

Quality Assurance Specialist for Account Operations teams.Created, proposed, and executed a quality assurance process business plan for the department. Analyzed data to report and track trends within monthly and quarterly alignment meetings with a team of managers to ensure consistency in the quality program.Created and communicated policy or process updates for the Order Management Operations department.

Ogden, Utah, United States

Partnered with external stakeholders to ensure drop-ship inquiries were handled timely and efficiently to resolve post-order issues.Analyzed data from tickets to implement process changes which successfully decreased peak ticket volume by 41% for a specialized team.Awarded Supplier Operations Associate of the Year in 2018.

Assisted the manager in sending out weekly metric updates to the team and was the go-to person for the team when the manager was out of the office. Consistently achieved a 100% monthly QA score.Resolved an average of 320 monthly customer inquiries via email and consistently met performance benchmarks in all areas.

Protected new applicants for Medicare services by verifying their new plan's terms and conditions before their enrollment period ended and their plan became effective.Required a base level knowledge of healthcare terms, insurance terms, and HIPAA.Verified Medicare insurance agent's appointments with new clients to protect both the client and the agent.

Bachelor Of Science - Bs, Communication, General

4.0 GPA

General Studies

General Studies

Activities and Societies: Honor Roll, Dance Team, Basketball, Baseball Manager, and Choir