Ashley Powers Email & Phone Number

Oklahoma City, Oklahoma, Us

• Develop and execute strategic plans for customer support, aligning with company goals and customer needs.• Establish and optimize support policies and procedures to enhance customer satisfaction and team performance.• Collaborate with cross-functional teams for new product launches, game title releases, and live events.• Mentor and guide support team members, promoting continuous personal growth and career development.• Collect and analyze support metrics and customer feedback to identify and implement improvements.• Develop and maintain training documentation and oversee hiring, onboarding, and training for all support roles.• Manage operational requirements for server node provisioning, contracts, and de-provisioning, overseeing KPIs.

München, Bayern, De

• Oversaw a global team managing a portfolio of over 500 influencers across multiple communication channels.• Negotiated and maintained contracts with influencers focusing on both new acquisitions and existing partnerships.• Guided the creation of relevant content and organized unique activities with partners to engage target audiences.• Monitored and reported on deal performance, identifying areas for optimization.• Led initiatives to automate partner support processes, improving efficiency through process optimization and tool implementation.• Tracked and enhanced team performance through continuous process improvements.

Casper, Wy, Us

• Established and implemented departmental policies, goals, objectives, and procedures in conjunction with organization leadership and staff members.• Assisted in activities of businesses concerned with the creation, pricing, and sales of products.• Multiple years of experience centered around networking, relationship-building, and maintaining high-revenue clients and influencers.• Coordinated day-to-day staff operations of a global remote-based customer support team of 8-25 individuals.• Led the design, creation, and implementation of various internal systems to increase efficiency and customer satisfaction.• Demonstrated and supported continuous improvement and growth through the creation and maintenance of initial training material as well as constant training material.• Completed in-depth analysis of various data including income reports, market trends, individual and department KPIs, and other accounting-focused areas.• Achieved a rise in customer satisfaction to 4.9/5 Stars on Trust Pilot utilizing targeted campaigns.

Casper, Wy, Us

• Organized data by creating spreadsheets or other visual aids for easier analysis.• Collected and analyzed customer feedback to gauge satisfaction and success.• Identified areas for process improvement and made recommendations improving efficiency.• Mentored employees in complex issue resolution and drafted scripts for addressing common challenges.• Trained employees in job-specific tasks and evaluated continuing education needs to improve team performance.• Collaborated with senior management to coordinate operations and drive improvements.

Casper, Wy, Us

• Investigated and researched issues to determine root causes and appropriate resolution methods within the scope of support pertaining to basic and advanced technical problems.• Assisted with mentoring new employees during and after training.• Developed and maintained working knowledge of internal policies, procedures, and services to appropriately address client issues.• Built sustainable relationships and trust with customer accounts using open, personable, and interactive communication with a focus on Customer Success and Customer Retention.• Assisted with generating sales and partnership leads.• A focus on Billing and Accounting related aspects of customer service with expertise in handling payment processors and chargebacks.

Bachelor'S Degree, Human Resources Management With A Minor In Marketing

Associate'S Degree, Emergency Medical Services

Bachelor'S Degree, General Studies