Ashley Caputo Email & Phone Number

I collaborate with young companies or companies going through growth spurts to create custom-fit Support strategies. Using my first-hand knowledge from many years in the customer service industry, I start from a deep awareness of the customer and their journey, and layer in my knowledge of internal team operations. I leverage metrics and tools to build solutions that drive customer happiness, strengthen Customer Support teams, and help companies grow efficiently.Highlights from past collaborations:• Redesigned and implemented a company’s customer support journey to achieve a 5 minute reply time for internal customers and to measure and track resolution times.• Partnered with multiple departments to define an escalation process and to fully implement the Zendesk and Jira integration, resulting in reduced ticket resolution time and more efficiency in all departments. • Created more robust reporting by revising ticket forms, fields, and categories, to produce more actionable Support data.• Implemented SLAs to provide custom response times based on urgency and severity of the customer’s issue. • Rewrote key macros using a more modern and natural tone for a product end-of-life. • Streamlined communication with other departments by implementing Zendesk side conversations.• Organized all support requests across multiple platforms into Zendesk• Collaborated with Support Team Leader to design capacity planning document and to develop efficiencies to account for reductions in headcount. • Assessed multiple Support teams’ needs and guided IT department in revising Zendesk triggers and automations

San Francisco Bay Area

Director of Global Customer Support May 2018 - July 2020Sr. Manager, Customer Support March 2017 - April 2018Manager, Customer Support July 2015 - February 2017Customer Support Representative November 2013 - June 2015A long-term self-motivated employee with evident leadership skills, I naturally grew into the Director of Global Customer Support, a key member of the Operations leadership team.•Managed and coached a multilingual, global, and dispersed 14 person team of direct and indirect reports, including Technical Support. •Oversaw vendor management •Increased customer self-service rate by relaunching the Help center to achieve a 10% reduction in contacts. • Collaborated with Learning & Development manager to reduce the initial onboarding time from 8 weeks to 6 weeks for Support Reps by introducing a tiered training plan and establishing regular continued training sessions• Reduced phone abandonment rate from 50% to 20% by analyzing call data and making key adjustments to scheduling.• Hiring manager for all members of the internal Support team, and part of the interview team for all other positions on the Operations team.• Oversaw a $2m annual budget and with strategic decisions continued to achieve team KPIs after 50% budget reductions• Improved KPIs via working cross-functionally to align the Customer Support voice to the company brand, building and supervising a new QA process, and refining the cross-departmental escalation process with Engineering.• First response time reduced from 8 hours to 4 hours, one-touch resolutions increased from 12% to 30%, total resolution time reduced by 24 hours, CSAT grew from 92% to 96%, NPS increased from 68 to 70• Led the team to recognition via Newsweek’s list of America’s Best Customer Service, during a year with department budget reduction.• Owned and directed omnichannel support (email, chat, phone, and social) with support in seven languages via email and Help Center articles.

San Francisco, Ca

New York, Ny

• Main assistant for a music and editorial photographer whose work appeared in The NY Times, The Post, and on many stock image sites. • Performed digital editing, retouching and archiving and maintained the artist's personal website and stock image site accounts.

New Haven, Ct

• Assisted students with homework, focusing on immediately improving English skills and then strengthening academic and social skills. • Collaborated with students’ daytime teachers to provide extra one-on-one support during classroom time. • Developed lesson plan strategies and overall program structure for all afterschool classes. • Recruited and hired volunteers for all needs within the organization.• Optimized the communication path for volunteers and the volunteer records by introducing a digital workflow.