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.

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.

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