Ashley S. Email & Phone Number

United States

I've had the privilege of guiding individuals from all walks of life along their career paths. Whether you're navigating the bustling streets of NYC or the charming villages of Europe, I'm here to lend a helping hand in crafting top-notch application documents such as resumes and CVs.But wait, there's more to me than just paperwork! With a knack for.

Increased customer satisfaction by 25% by leading and developing 4 Customer Success Managers and 18 agents in a cross-functional SaaS environment.Guided CSMs through complex queue escalations, resulting in a 30% increase in customer satisfaction.Analyzed historical volume data of past 4 election cycles (8 years) to provide scheduling and capacity.

Directly managed and coached 4-6 customer support agents with 100% of team meeting or exceeding KPI expectations.Facilitated weekly 1:1s and subteam meetings with direct reports to track performance, give feedback, and identify/implement individualized action plans.Met 100% of queue escalations within 1 hour, using CRM (HelpScout and ZenDesk) &.

Provided support to over 12,000 of 546699 total unique end users via HelpScout and Zendesk Troubleshooted regular and complex payment processing issues across industry-standard payment processors; (credit, debit, PayPal, and ApplePay).Anticipated future needs by proactively assessing a donor’s current problem and how it may be prevented in the future.

Handled program planning, program implementation, and program management for English for Advancement (EFA) project, serving over 1000 clients.Streamlined processes and reduced program delays by 30% while implementing EFA v.2, resulting in improved client satisfaction and retention.Oversaw assessments, enrollments, coaching assignments, program reporting.

Supervised 2-3 full-time staff in multiple EFA locations.Coordinated program management for 2 EFA offices.Provided direct career coaching and job readiness services to a caseload of 60+ clients per year and placed clients on other staff’s caseload as well. This resulted in serving up to 400 clients throughout the year in some capacity.Managed stakeholder.

Boston, Massachusetts

Coordinated the Targeted Assistance Grant (TAG) job readiness program, which consistently exceeded annual placement, retention, and wage goals.Coordinated monthly, trimester, and annual reporting; analyzed data.Managed the Transportation Assistance Program, which included the budgeting, bookkeeping, implementation, receipt reconciliation, and distribution.

Developed content to promote brand and engage supporters on Twitter, Facebook, Pinterest, Tumblr, and Instagram based on current events, breaking news, organizational priorities, and ongoing campaigns such as Women's History Month.Evaluated strategy on a weekly basis and adjusted tactics to improve reach. For example, we found that certain times of day.

Greater Boston Area

Supervised and managed a group of peer youth leaders responsible for operating drop-in space programming.Developed and maintained relationships with LGBTQ youth of varying backgrounds through outreach and community organizing.Developed and maintained relationships with local LGBTQ organizations.Facilitated weekly meetings on women-specific topics for an.