Ashley Mchenry Email & Phone Number

This role is a buy-up of Service Assistant, so it includes the responsibilities listed there, but also includes the following:- Build relationships with a portfolio of clients- Schedule and conduct regular meetings with my portfolio of clients to discuss goals, priorities, pain points, monthly releases, and advise them in customized strategies and best practices to promote process improvement - Provide clients with year-end insights- Occasional Cognos use to pull/build reports- Participated in voluntary QA, improvement, and feedback sessions (internal and external to my department)- Software used: SAP Concur, Salesforce, Microsoft Office, Okta, SharePoint, TimeTrade, Cognos

United States

- Used my knowledge of SAP Concur and IBM Cognos - Report Studio to identify the needs of customers and then created/modified custom reports for clients to meet those needs- Troubleshot report issues- Suggested potential improvements for reports- Used my knowledge of SAP Concur configurations to create report templates- Assist teammates with questions, report creation, and report modifications

Remote

Service Administration is a team of coaches that provide support for client administrators after they have completed implementation. I have been trained in Expense and Invoice for the Professional platform of SAP Concur. My role entails: - Developing and maintaining functional and technical product knowledge - Maintain knowledge of the practices and methodologies of SAP and SAP Concur- Gathering and analyzing requirements and details from clients to identify pain points and resolutions- Case management of client issues and requests via Salesforce- Troubleshooting and resolving issues reported by clients- Assist clients with configuration requests and suggestions- Using my expertise of to suggest improvements to client sites and processes- Routing cases that are out of Service Assistant scope to the appropriate team- Making sure that escalated cases throughout Concur get the proper attention and support they need- Cross-departmental communications I have also:- Assisted in mentoring new hires- Created materials to assist colleagues- Shared helpful information with my team and assisted team members with their cases- Run the 'Woosah Wednesdays' for our teamAwards: - Q2 Elites for 2022 based on my performance and willingness to assist others- 2022 Rookie of the Year

Remote

- SaaS implementation project management for Small Business with up an average of 15 active projects at a time- Developing and maintaining great relationships with clients during implementation- Training clients to administer and use Expense products- Troubleshooting during implementations- Continuous process improvement- Document creation- Cross-departmental communications with Sales, Support, and Customer Success teams- Use of SAP Concur, Microsoft Office products, SalesForce, WebEx, and Zoom

Remote

- Created cases for clients- Routed cases for clients- Made sure that cases were on track for resolution- Worked with Service Administrators and Support to make sure that cases were resolved in a timely manner- Special projects

Remote / Kirkland

- Assessing the quality of our rater's work- Providing feedback to raters regarding quality issues- Creating trackers in Excel (quality, feedback, report cards)- Assisting with the creation of a new project process- Creation of testing and training materials for candidates- Creation of internal project documentation and processes- Creation of email templates- Client Meetings- Assisting batches of 50-150 candidates with training questions and troubleshooting via email- Special projects- Working remote and with international teammates on projects- Daily use of Microsoft Office (mainly Outlook, Word, and Excel) and Google Forms- Took an online Lean Six Sigma Yellow Belt course

Bothell, Wa

- SaaS implementation project management for small-medium sized agencies with generally 10-15 projects in-flight at a time- Developing and maintaining outstanding relationships with clients during product implementation- Continuous implementation process improvement- Cross-departmental communication with Sales, Development, Customer Support, and Customer Success teams- Basic training and troubleshooting during product implementations- Used SharePoint to access internal documents- Trained employees on how to implement products and on basic troubleshooting techniques- Document creation for internal and external use- Food Lifeline volunteer coordinator (2015-2016)- Food Frenzy coordinator (2016)- FirstAct committee member (Vertafore’s volunteering group)*Laid off due to workforce reduction.*

Bellevue, Wa

- Customer service via phone, email, and in-person- Set up and troubleshooting online banking for clients- Set up and troubleshooting RDC scanners- Main implementer of the mobile application- Processed wire transfers- Worked to improve cross-departmental communication between Deposit Operations and Client Services- Internal documentation creation- Processed transfers of funds- New account setups- Account audits- Other banking duties as assigned- Winner of the quarterly Pneumatic Tube Award for excellent customer service (May 2015)- Food Frenzy committee member (2014)- Food Frenzy coordinator (2015)

- Greeted clients, checked them in and scheduled appointments- Made appointment reminder calls daily to 30-50 clients- Filed and faxed paperwork as necessary to comply with industry regulations- Made sure physical therapy prescriptions were filled out correctly when scheduling appointments- Chart audits- Internal and external document creation- Front-office process improvement- Cross-departmental communication with Edmonds Orthopedic Center- Other office administration duties as assigned

Information Technology

Intermediate Business Computing (mostly a Microsoft Office course) and Network Workstations (beginning Command Prompt, Batch File.

Associate'S Degree, Business Administration And Management, General, 3.54

Activities and Societies: Raised money and interned with Marie Tran to help the Vinh Son Orphanage.I started at Edmonds Community College.