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.
• 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.

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.
• 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.

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.