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At Willow Innovations, my team's accomplishments in customer experience enhancement and product development are a testament to our commitment to excellence. With expertise in customer relationship management, I've helped lead initiatives that resulted in a more than 20% improvement in customer satisfaction and service resolution.My journey from Agent Experience Manager to Senior Program Manager has been driven by a passion for empathetic customer engagement and process improvements. Thanks to these efforts, we successfully launched products with the consumer's voice as a guiding force, ensuring that parents received not just advanced technology, but also the support they need for an empowering experience with our best in class technology.
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Senior Program ManagerWillow Innovations, Inc. Jan 2020 - Feb 2024Key leader in developing and executing a scalable onboarding and video coaching program, worked to improve Willow's customer experience with breast pump products. Strong cross functional partner within Willow, represented the voice of mom to impact product, marketing, and other initiatives. Drove CSAT and resolution improvement by over 20%. Involved in product launches and go to market strategy for the brand to ensure the voice of our customer was at the forefront of our mission and vision. -
Manager: Agent ExperienceWillow Pump Feb 2019 - Jan 2020Mountain View, CaDrove improvements across call center programs to elevate CSAT scores by 23%. Worked cross functionally to address customer concerns while preparing staff for physical and digital product launches. Developed training and process improvement to assist agents in elevating customer care experience. Addressed product complaints and implemented targeted training to improve escalation resolutions timeline by 32%.
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Video Chat SpecialistWillow Pump Feb 2018 - Feb 2019Mountain View CaKey member of exclusive customer care onboarding program to assist lactating parents in highly technical breast pump product use. Carried a 95% positive customer feedback score. Developed process improvement strategies to drive consistent care across call centers. Met with media and VIP customers as a trusted spokesperson elevating the Willow Pump and suite of products.
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Reimbursement SpecialistGenentech Mar 2017 - Jan 2018South San Francisco, CaResponsible for communicating and working with insurance companies and medical billing staff to manage billing and various reimbursements. Developed an advanced understanding of records, coding, and billing practices to ensure compliance and patient confidentiality. -
Catholic Health Care Case ManagerArchdiocese Of Philadelphia Jan 2016 - Mar 2016Greater Philadelphia AreaPerformed home visits and developed care plans to enable social services for clients over 65, which resulted in over 50 clients to be able to continue to live in their personal homes despite significant health issuesHelped to develop a new procedure to assist clients with transportation needs, thus enabling them to attend necessary medical appointments they would be otherwise unable to attend Utilized various state and county resources to meet unique needs of clients, called upon protective services to intervene in cases of potential abuseAccompanied junior case managers on home visits for training purposes, coached junior case managers on appropriate techniques to utilize when working with the elderly population -
General ManagerSaxbys Coffee Oct 2007 - May 2010Greater Philadelphia AreaReduced inventory, labor and goods costs by $5,000 per month by observing overages and adjusting necessary inventory and schedulesPerformed extensive training and coaching for junior employees and created schedules for 15 individualsTasked with improving the profits of the store significantly by cutting costs and increasing sales to enhance the quality of the store and make it viable for sale to a private party -
Test OperatorSel May 2006 - Jul 2007Pullman, WashingtonFollowed and improved manufacturing area processes. Participated in manufacturing process improvement teams.Documented production records and statistics, input information into web-based spreadsheets. Followed work instructions and used various tools to accurately assemble, clean, inspect and test products and subassemblies.
Ashley Morris Skills
Ashley Morris Education Details
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Psychology -
Biology, General
Frequently Asked Questions about Ashley Morris
What is Ashley Morris's role at the current company?
Ashley Morris's current role is Program Manager | Passionate about Process Improvement | Empathetic Problem Solver | Customer Experience Leader and Innovator.
What is Ashley Morris's email address?
Ashley Morris's email address is as****@****fee.com
What is Ashley Morris's direct phone number?
Ashley Morris's direct phone number is +148447*****
What schools did Ashley Morris attend?
Ashley Morris attended Rutgers University - Camden, Camden County College.
What skills is Ashley Morris known for?
Ashley Morris has skills like Microsoft Excel, Management, Microsoft Office, Microsoft Word, Leadership, Research, Sales, Clinical Research, Quantitative Research, Psychology, Statistics, Social Services.
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