Ashlee Dawn Email & Phone Number

San Jose, Ca, Us

Redwood City, California, Us

Currently focused on developing a team to support successful development, implementation and operations of seller services

Redwood City, California, Us

+ Built, coached and hired a global, remote organization of 85+ (directors, managers and their reports) across specialized service teams, with a heavy focus on mitigating returns, moderation, and driving policy compliance at the company and customer level+ Partnered with Product team to implement 30+ internal tool improvements to improve agent efficiency and decrease cost per case + Advisor for user experience in company strategic growth initiatives, such as new market categories, global expansion, enterprise seller and celebrity partnerships, etc.+ Led department ownership of credit issuance, including internal control implementation across 4 departments for SOX compliance and company IPO preparation+ Developed department visions, roadmaps, and strategies for the go-to-market launch across 3 continents (Canada, India, and Australia) as well as scaling those regions by 3x+ Implemented key organizational restructure and workflow process changes that resulted in new hire ramp up time to decrease by 50% and improved average ticket response time by 20%+ Launched and hired a full-time team in Chennai, India, scaling to 11 agents to provide 24/7 support to customers. + Designed and developed four levels of leadership within the department, including training and coaching materials, as well as career tracks within the Community Disputes function

Redwood City, California, Us

+ Scaled organization of 55+ (managers and their reports) and launched full time remote workforce on additional schedules to meet SLA + Partnered with Product team to develop in-app return feature for community of 50M+ users, resulting in a transparent experience and improvement from 0% to 3% case deflection rate+ Led integration of internal workflow and admin into CRM tool create agent case ownership and improve agent productivity by 30%

Redwood City, California, Us

Redwood City, California, Us

+ Managed day to day operations for organization of 30+ (managers and their reports) across 2 departments (general support, and disputes)+ Established key metrics to measure individual and team performance including time to first response, time to resolution, customer satisfaction, and error rate+ Hosted recruiting events to attract talent and promote brand awareness

Redwood City, California, Us

Redwood City, California, Us

+ Joined 6 months after app launch as an early employee and second hire for the Community department+ Assisted with all department functions, including developing customer support processes, planning community events, and working alongside engineering team to product test, troubleshoot, and triage bug reports

Marrero, La, Us

- Provide direct assistance to Spa Director by independently prioritizing and executing multiple tasks for short term and long term goals- Manage relations with 300+ current members and local business partners- Create and organize marketing promotions, including designing flyers, pitching sales ideas, and seeking out prospective clients- Responsible for creating, proofreading, tracking, and updating spa paperwork for members, equipment. and products- Research and settle any membership account disputes- Provide excellent customer service in a fast paced setting- Assist in the recruiting, interviewing, on-boarding, & training new employees- Created and launched Facebook page, Twitter, and Wordpress site.- Facilitate and maintain online presence on Facebook, Twitter, Foursquare, Yelp, PBCrew Network, & Wordpress, including creating content, coordinating marketing campaigns, and increasing traffic

Bachelor Of Arts, Communication Studies

Education record