Ashley Borgfeldt Email & Phone Number

Plano, Texas, United States

Irving, Texas, United States

• Facilitated the deployment of E-Service global tools and processes in the North American region based on global strategy and guidelines.
• Formulated local E-Service action plans, implemented and followed-up on customer specific targets.
• Supported Implementation and Care Teams with the promotion and utilization of E-Services (customer portal, E-Help Desk, software and license key deliveries) to colleagues and customers.
• Participated in UATs, deployed numerous projects… Show more Facilitated the deployment of E-Service global tools and processes in the North American region based on global strategy and guidelines.
• Participated in UATs, deployed numerous projects, served as Escalation Manager for all E-Service issues.
• Collaborated with customers to create a customer portal approval process assuring security for both companies.

Irving, Texas, United States

• Guaranteed data quality, as well as usability of defined Care tools, CDB and IBASE, to drive continuous customer support and timely revenue recognition.
• On-boarded customer contracts (SLAs, invoicing codes, install base) for over 200 contracts in the CDB tool.
• Provided knowledge of current processes/tools to Business Groups, Care Teams, Account Teams and Management.
• Ensured compliance with global Care on standard processes, procedures, and best practices.
• … Show more Guaranteed data quality, as well as usability of defined Care tools, CDB and IBASE, to drive continuous customer support and timely revenue recognition.
• Consolidated data for internal audit reporting on a daily, weekly, monthly, quarterly and annual basis.

Irving, Texas, United States

• Provided phone, as well as email, support for customers and project members in the opening of trouble tickets, handling of emergency situations & updates of trouble tickets.
• Successfully launched a new contact center with a third-party vendor to support the North America region customers.
• Implemented four iterations of ticketing tools, certifying the data quality and training of the tools.
• Proofed and edited all product line documentation before it was delivered to… Show more Provided phone, as well as email, support for customers and project members in the opening of trouble tickets, handling of.
• Proofed and edited all product line documentation before it was delivered to the customer. Created product line authorized software packages for customers.
• Represented the North America region in Global meetings to ensure the needs of our local customers and engineers were met. Show less

Dallas, Texas, United States

• Collaborated with Customer Care and the Network Operation Center (NOC) providing quality service for AT&T customers.
• Created a new reference manual that increased efficiency in troubleshooting technical difficulties.
• Trained peers on the Action Management System ticketing tool, as well as the Wireless Office System.
• Troubleshot and solved technical issues for customers, AT&T authorized dealers and customer care representatives.
• Devised course materials… Show more Collaborated with Customer Care and the Network Operation Center (NOC) providing quality service for AT&T customers.
• Devised course materials, visual aids and trained new technical support representatives. Show less

Farmers Branch, Texas, United States

Trade Show Coordinator: Maintained schedules, orders and expense reports for the marketing department. Coordinated detailed logistics for each trade show event.Customer Service Representative: Resolved accounts receivable and collection issues, resolved general inquiries.

Carrollton, Texas, United States

Managed the customer service representatives who supported federal and state regulatory permits for freight carriers.