Ashley Luke Email and Phone Number

- Lead cross functional team that spans over all levels of Customer Service, Inside Sales, Licensing, & On-Site / Remote Services- Point person and leader for integration and mergers between businesses- Directly manage continuous improvement projects across Customer Excellence through the leading of Kaizens and other project methodology - Work closely with Commercial Team to forecast order rates and adapt to changing needs of customers- Design and transform processes to improve efficiency and overall customer experience- Maintain a call center of excellence with a week over week maintained NPS of 5.8+- Manage the Parts Sales Team that covers $6M+ annually; driving a customer quality rating of 99% for 2023

- Lead cross functional team that spans over all levels of customer service and a full assembly operations organization- Point person and leader for integration and mergers between businesses- Work closely with Finance and Commercial Teams to review pipeline vs build capacity, P&L evaluations, and cost controls- Design and transform processes to improve efficiency and overall customer experience- Maintain a call center of excellence with a week over week maintained NPS of 5.8+- Manage the Parts Sales Team that covers $6M+ annually; driving a customer quality rating of 99% for 2022- Lead cross functional team that spans over all levels of customer service and a full assembly operations organization - Point person and leader for integration and mergers between businesses - Work closely with Finance and Commercial Teams to review pipeline vs build capacity, P&L evaluations, and cost controls - Design and transform processes to improve efficiency and overall customer experience - Maintain a call center of excellence with a week over week maintained NPS of 5.8+ - Manage the Parts Sales Team that covers $6M+ annually; driving a customer quality rating of 99% for 2022Skills: Organizational Leadership · Product Support · Customer Experience · Operations Management · Thought Leadership · Presentation Skills · Continuous Improvement · Integration · Key Performance Indicators · Business Transformation · Customer Satisfaction · Dashboard

- Redefined processes and analyzed resources to make proper adjustments to provide a high customer impact- Lowered process costs and provided long term cost savings for the company- Integrated with all departments to follow a process from beginning to end, often working with multiple managers to redefine where necessary

• Manage a three-part team of professionals that makes up the full sales cycle with inside sales representatives, project management for strategic accounts, and customer service representatives that work as a team to maintain a top notch NPS.• Drive B2B sales by utilizing VOC feedback, providing trainings, process and systems improvements; resulting in continued growth year over year.• Strategize with top accounts on how to implement the most effective programs and partner with them to drive growth.• Sustain our reoccurring software renewal process and strategy.• Embody the characteristics of a positive team atmosphere, leading my teams to deliver top notch customer service, vast knowledge of our product, strong customer relationships, and detailed order management and execution.• Develop, maintain, and execute all team onboarding procedures, SOP’s, and developmental training curriculum. This includes training for the inside, as well as, outside sales teams.• Cultivate strong relationships with leaders and outside sales representatives across the company to further connect and define processes, better our approach to customers, and out-perform in all key areas.• Serve as the escalation path for any internal or customer issues across the sales cycle to maintain team moral and lasting customer relationships.• Maintain individual and team metrics and analytics to track progress against aligned team goals to continually out-perform month over month.• Bridge the sales department and operations department to align on and achieve monthly and quarterly goals through an extensive knowledge of operations and the entirety of the sales experience.

• Manage all inside sales functions for top National accounts with first-rate customer service, sharing in the responsibility and efforts of bringing in over $7 million in revenue in 2014.• Act as Project Manager for key national account orders, including assisting in the development of a solution, working with internal teams to ensure flawless execution, and acting as the customer’s key point of contact throughout the process.• Exhibit advanced leadership skills through a departmental mentoring program, serving as the first appointed mentor on the team to facilitate the training and ongoing development of the newly created position of Inside Sales Associate.• Embody the characteristics of a positive team atmosphere, leading my aligned team to deliver high quality orders through detailed order management and execution.• Drive customer sales through the creation of top solution strategies for key accounts such as Motion Industries, BlackHawk Industrial, HD Supply, Hagemeyer NA, and Gas & Supply.• Generate top quality results through accurate and efficient quoting, surpassing 1,118 deliverable quotes in 2014.• Onboard all new business in the Northeastern and Western territories through lead calls, web demos, and solution design.• Train and assist customers in cultivating formal vending programs that are standardized and fluid through customer presentations, tactical meetings, and procedure maturation.• Participate in or lead over 16 projects in 2014-2015 to improve processes, define account programs, and create new procedures for the business, including New Product Development, Solution Generator, and Team Onboarding Project.• Responsible for training development and onboarding of all new Sales team members in both North America and Europe.

-Provide consultations to families and schools to educate them on the next steps of getting into college and how to maintain academic success.-Consistently meet or exceed pre-college monthly sales goals through an organized business development campaign, to include: event coordination, class scheduling and booking, marketing and promotional events, location procurement, a strong partnership opportunity outreach program, and product and service presentations.-Drive sales through face-to-face customer meetings with school principals, counselors, and other partners, meriting numerous new contracts ranging from $5,000 to upwards of $100,000+.-Provide exceptional customer service while fielding customer calls, emails, and faxes in the areas of response time to customers, initiation of lead calls, and subsequent follow-up calls.-Work on a marketing development team, where I have created collateral and marketing campaigns used nationwide.-Interact with customers on a daily basis, both in-person and via telephone, through large-scale presentations, on-site visits to schools and organizations, parent and student associations, and various school functions.-Serve as leader of numerous territory team meetings concerning marketing progress, best practices, and campaign strategies; consistently chosen as a member of various development groups, including product revision, training literature, and internal process documents.-Generate internal training presentations to instruct and advise current faculty on the advancement and practice of the Kaplan methods; host these trainings for faculty nationwide.-Manage Customer Relationship Developers (CRDs) for the Jacksonville, FL, territory by hosting extensive training in building and fostering relationships with targeted schools and accounts, best practices, and strategic development of sales goals and objectives.

- Continued all duties of a student adviser while advancing into the role of Director of Marketing for the Athens Kaplan Center.- Closed and serviced inaugural sale for $40,000, one of the largest ever for the Athens Kaplan organization.- Served as a member of the human resources interview team, responsible for auditioning prospective employees.- Arranged and delivered presentations to local businesses, schools, and organizations concerning Kaplan’s suite of product offerings.- Trained and managed all new and existing student advisers.- Met with and assisted interested vendors and marketing account managers in establishing the Kaplan brand through various local outlets.- Created and controlled center-specific social media outlets.