Ashleigh Baker Email & Phone Number

Charlotte, North Carolina, Us

Coalesced a geographically and operationally discrete customer service and commercial technology portfolio into a cohesive customer and sales environment, including deployment of a customer relationship platform (for both sales and CS), a full, global telephony platform, inclusive segmentation based routing, and a global learning and quality organization in support of our strategic and tactical objectives. Launched a Net Promotor Score program, world-wide, in support of our customer experience transformation.Installed a diverse, global leadership team to drive customer excellence, sales operations, and process efficiencies.Introduced an organization-wide segmentation model, complete with standard service level promises and key performance indicators for each segment, inclusive of coverage model, key account teams, and executive sponsor engagements.

Drove sales process, demand generation, salesforce.com (SFDC), and overall tech stack harmonization, resulting in global, cross-line-of-business insights, marketing initiatives, and go-to-market alignment. Developed mobile strategy for Safety and Productivity Solutions, leading to 4x increase in user access, a 3.2x increase in contacts created for marketing enablement, and decreased the process variability between disparate Salesforce instances. Partnered with the IT team as Salesforce Product Owner to develop a global design model for a cross-Honeywell standardization of our core Salesforce functionality, including a master data management initiative.

San Ramon, California, Us

Harmonizing the commercial strategy of the organization with the system architecture, to ensure actionable data insights are produced, consumed, and executed upon. Influencing the organization's go-to-market strategy, product development, marketing, and other endeavors. Led global team of commercial data analysts, whose charters included: partnering with the each of the regional commercial teams, driving system changes, data alignment and stewardship, and meaningful visualization, communication and execution of said determined actions. Championing development and roll-out of account and territory planning, quota assignments, and forecasting processes globally, establishing these as GE best-in-class practices.

San Ramon, California, Us

From the announcement of the formation of GE Digital, as part of GE's Industrial Internet of Things strategy, led many facets of the development of functional areas, processes, systems, KPIs, including, but not limited to: Sales Enablement and Training, Commercial Forecasting, Master Data Management program, Sales Reporting, Sales Productivty and Effectiveness, and Salesforce.com/Commercial Tech Stack development and implementations.

North Chicago, Illinois, Us

Director, OperationsLed the Operations division of a medical software provider, to include: Project Management, Software Installation, LIS/EMR Interfacing, Customer Training, Front-line and Escalated Support, and Salesforce.com design and implementation. • Increased contract value of projects implemented by over 30% from 2012 to 2013, while staying 27% under budget.• Drove increase operational efficiency by 37% in first full year in position.• Successfully completed ISO 13485 certification and an FDA inspection.• Implemented Salesforce.com complaint management system that complied with FDA regulations for Medical Devices.• Partnered with other Senior Leaders of the organization to implement strategic initiatives aimed at increased revenue recognition, international expansion of product offerings, development of new products, leading to sustainable and diversified revenue streams.• Integrated data systems which allowed for rapid measurement and communication of Key Performance Indicators (KPIs) from the team member level through to corporate level financial reporting.

Birmingham, Al, Us

Directs operations of multiple geographically dispersed departments in multiple business units: Customer Service, Phlebotomy Management, Shipping, and Administrative teams, to ensure client satisfaction and operational efficiency.• Oversaw outsourcing of Shipping and Logistics department to third party provider, developing the infrastructure for sustainable growth. • Negotiated multi-million dollar contracts, while facilitating enhanced service offerings.• Expanded Phlebotomy sites at a rate of over 350% of the previous year, capturing over 10% of retail revenue.• Grew reporting structure from 4 to over 70 employees through promotion and talent acquisition.

Birmingham, Al, Us

Continuously evaluated existing processes to develop and implement more efficient and cost effective ways of doing business, while never sacrificing the student experience. • Revamped call flows and staffing levels for multiple departments, which resulted in 50% quicker response time for inbound interactions.• Provided guidance and leadership as manager to both the Quality Assurance and Data Analytics teams across multiple sites.• Drove automation of manual reporting processes, resulting in a 90% decrease in man hours required for reporting.• Led integration of business intelligence practices into day-to-day operations and strategic initiatives to ensure results were statistically valid and were within the desired outcome ranges.• Developed data analysis metrics to assist stakeholders in interpreting the trends and anomalies of their business by understanding the key performance indicators.

Sussex, Wi, Us

Provided strategic direction and guidance for staff of several hundred in a large manufacturing facility. Responsible for managing day-to-day functions of plant operations while analyzing and adapting to the changing competitive landscape. • Developed and implemented template for becoming a process driven organization. • Guided plant leadership team through six consecutive quarters of decreased sales while maintaining variable margin of greater than 40%.• Analyzed financial data to develop and implement action plans for increasing variable margin, EBIT, and EBITDA.• Oversaw scheduling department in its role to decrease variable cost and production downtime while increasing pressroom efficiency.• Continued process of transitioning the facility with a 5S + 1 (6S) approach to the visual factory.• Scheduled TPM/TQM program for offset presses, flexographic presses, and bindery machinery.

Lincoln, Nebraska, Us

Led Loan Servicing Operations for multinational education planning and financing corporation while serving the needs of and providing customizable solutions to government, banking, education, and consumer clients.• Increased productivity by 69.6% and increased cases resolved within 24 hours by 11% within first twelve months.• Institutional clients reported 98.9% positive Customer Engagement rating; 100% of clients reporting they would utilize Nelnet in the future.• Decreased disbursement lag to international students by 40 percent year over year.• Drove employee motivation and community involvement for Nelnet Jacksonville: appointed as Junior Achievement Coordinator, chaired Junior Achievement Committee, chaired Charitable Contributions Committee, and served on Employee Motivation Committee. Developed initiatives and programs to build employee retention, loyalty, and satisfaction. Increased volunteerism in Junior Achievement by 50 percent during first year as coordinator.

Directed ATSI certified call center which served over 300 clients in industries including medical, education, and financial services. • Provided day to-day operational guidance to up to 40 employees, both on site and remote, including hiring, training, issue resolution, and metrics analysis.• Enhanced employee performance, knowledge and attendance through daily mentoring, one-on-one discussions, and motivational strategies.• Ensured client loyalty and gained referrals through constant contact and follow-ups.• Developed standards for average speed of answer, abandoned rate, and average calls per hour for Customer Service Representatives.• Instrumental in improving customer-satisfaction ratings through suggestion, development and implementation of new reporting procedures.

Bachelor Of The Arts, German

Master Of The Arts, Management And Leadership

Mba Certificate, Global Commerce

Master'S Degree, Management And Leadership