Ashleigh Derring Email & Phone Number

• Acquired comprehensive expertise in the EECP product, delivering exemplary customer support by configuring the application and swiftly resolving issues.• Cultivated and maintained robust client relationships, consistently serving as the primary and trusted point of contact for a diverse clientele.• Managed and executed client configuration requests with precision and efficiency, facilitating seamless transitions for new EECP implementations and enhancements to existing energy efficiency programs.• Collaborated seamlessly with both clients and internal teams to diagnose and prioritize reported issues related to the product.• Provided expert guidance and recommendations to clients on optimal strategies for maximizing the utility of the EECP product.• Proactively engaged with clients to tailor EECP configurations, encompassing comprehensive program setup, measure integration, savings assessment, and pricing framework adjustments.• Assumed leadership in first-tier triage and escalation of support tickets, ensuring prompt and effective resolution of client issues.

● Collaborated with other departments to communicate program components, pricing, and company policies to employees, gathered and compiled data, and presented reports to management● Achieved established performance goals consistently, including service quality goals, communication/follow up expectations, email answer rate, and labor efficiency● Modeled calls, handled escalations, overcame objections, ensured team adhered to quality standards when handling customer complaints and stepped in when needed to calm irate customers● Implemented ticket monitoring methods to improve performance, and supported field employees with training and documented system issues to drive the business workforce management strategies● Built a healthy relationship with employees, used motivational strategies, led by example, encouraged cooperation, and provided leadership to drive attainment of performance metrics● Monitored daily and weekly operational statistics, reported trends or variances to management, and collaborated with other leaders to develop innovative ways to move metrics for continuous improvement

● Worked cross-functionally with Operations, Finance, and Marketing to verify that daily and weekly targets are set based on historical data to make informed decisions regarding future trends● Provided daily data collection from multiple databases and expertly managed all data in various spreadsheets for research, data analysis and to communicate findings● Monitored and reported on daily schedule adherence such as breaks, lunches, overtime, and attendance call outs to optimize future scheduling● Support Leads and Supervisors in adjusting weekly schedules based upon forecasted contact volume and handle times and approving and scheduling time off and overtime based on forecast● Leveraged broad experience and skills to handle assigned special projects such as coordinating, administering, analyzing and auditing promotions, testing projects, pricing structures, and contests● Owned and maintained the intranet resources for Home Delivery Page and Team Support Page to keep content current and provide an accessible source of information and support to team members

● Resolved client escalations and provided analytical insight into reported client issues, maintaining strong customer relationships and representing Jenny Craig's passion for service to customers● Corrected service problems by clarifying the client’s concerns, determining the cause of the issue, and delivering the best resolution to the customer, resulting in higher customer satisfaction levels● Handled complex complaints above a Tier 1 level including researching and resolving shipping issues; identifying vendor errors; generating daily, weekly, and monthly reporting to the business● Promoted the Jenny Craig Service Model to understand client goals and challenges, identify and keep focused on motivations, create weekly plans, build confidence, and gain commitment for success● Exhibited a strong customer focus through friendly, professional interaction with staff and clients with the goal of achieving first call/email/chat resolution

● Managed accounts payable and accounts receivable for up to 6-figures in total weekly transactions, keeping accounts current and accurate● Utilized attention to detail to accurately reviewed, coded, and processed vendor invoices, distributing payment in the form of checks● Served as primary point of contact for vendors, addressing and responding to vendor inquiries and reviewing and reconciling invoice discrepancies in a timely manner to maintain positive vendor relations● Led the strategic shift from paper filing to electronic, reducing manual labor, printing costs and risk of lost information

● Supervised operations at both the corporate office and Dual Branded centers with a focus coordinating food orders, correcting shipping errors, and reporting food quality issues to sustain high quality service● Generated ad hoc reports using Microsoft Office tools such as Excel, Office, and Outlook to streamline operations● Communicated with customers to inform them of any shipping delays and worked with various warehouses to manage food orders to avoid inventory depletion or delays in order processing● Worked closely with the lead and supervisor to enhance understanding of the company's operations, identifying areas for improvements and making recommendations for enhancing operational efficiency

● Processed prescriptions accurately and efficiently, which involved resolving insurance issues, communicating with healthcare providers, maintaining records, and pursuing continuing education● Maintained security by controlling access through monitoring the logbook, issuing visitor badges, and following security procedures and protocols● Received and processed prescription orders from veterinary clinics and pet owners via phone, fax, or electronic systems● Entered prescription information into computer systems accurately and efficiently, maintaining accurate records and documentation of prescription orders and patient interactions● Communicated with pet owners regarding medication instructions, potential side effects, and drug interactions