Ashley Johnson Email & Phone Number

San Antonio, Texas Metropolitan Area

San Antonio, Texas Area

•Manage and build processes, dashboards, and full ceremonies in Agile/Rally •Data analysis expert who finds trends and identifies how they influence the bigger picture •Built internal testing tool to understand how genders prefer and interpret information and marketing •Identified opportunity and proposed partnership with external company to meet customer needs•Implemented, coached, and created agile transformation within research team•Lead trend survey program for multiple lines of businesses and teams •Facilitated prioritization meetings on requests to ensure alignment on work to be done and timeframe

San Antonio, Texas

•Trained department on infographics to create more visually appealing insights•Drove brainstorming and customized research methodologies to meet project team needs •Led employee research transition and trained department on proper methodologies/processes•Created 1st animated video for all new hires to bring understanding of customers and needs•Led employee feedback for department, responsible for synthesizing feedback, and reporting to multiple levels of executive leadership

San Antonio, Texas Area

•Led and managed 80+ innovation projects driving critical influence with teams across various locations to determine what ideas should be implemented•Increased employee feedback testing by 175% year over year in which positively impacted service excellence•Lead responsible for research efforts for all customer service representative requests

•Defined objectives, created test plans, handled recruitment, analyzed data, provided design solutions to multi-disciplinary product teams and senior management•Determined methodology, facilitated focus groups, created strategy for feedback•Introduced new software capability to allow creation of short informational videos

•Identified appropriate screening questions and demographics for each effort•Conducted and facilitated research across various methodologies, and provided insights to ensure customer centered products and services•Chosen as one of six out of 100+ employees to be selected for a professional rotation within the company

San Antonio, Texas Area

Handled auto, personal, boat, rv, and motorcycle loans. Opened up credit cards, checking and savings accounts.Serviced loan accounts, and answered titling questions for all states.• Assisted in testing accuracy and fail-safe’s in current business systems• Selected for new hires and executives to sit with to watch and instill best practices and ensure a high level of member satisfaction• Presented information to other teams and executives to help meet business goals and improve member experience• Recipient of 3 awards for excellent member experience, and nominated for Ambassador Award, • Created and implemented action plan to increase engagement numbers and headed initiative to keep compliance high

San Antonio, Texas Area

•Consistently in top tier for all business results while handling multiple systems at a time to quickly resolve questions and issues•Ensured accuracy of information of all files for customers•Employed active listening, analytical evaluations, and respect through communication to get to the bottom of an issues and resolve quickly

Killeen/Temple, Texas Area

•Worked with customers to determine their needs and goals and collaborated to create and implement a plan to achieve them in a timely manner•Coached and developed new employees on job duties, gaining confidence, and increasing numbers•Examined and tested new systems, provided feedback on design and ease of use to help create more user friendly tools for employees•Handled servicing and payments on student loans, taking applications for federal and private loans.