Ashley Atkins-Mackie's Location
Olympia, Washington, United States, United States
Ashley Atkins-Mackie's Contact Details
Ashley Atkins-Mackie work email
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Ashley Atkins-Mackie personal email
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Ashley Atkins-Mackie phone numbers
About Ashley Atkins-Mackie
I am a passionate customer experience professional, currently a self-employed Member Experience Consultant working with a Washington State based Credit Union (WSECU). I believe in the power of measuring actual experiences against intended brand experiences and the power customer experience can have to drive business results. I see problems as opportunities. I enjoy leveraging data to inform recommendations and using storytelling to expose member pain points. I am currently working to take the WSECU Voice of Member program to the next level of maturity by tying pain points back to future member behaviors and the financial impact to the organization. I am excited to propel the program forward in a way that will allow member experience improvement efforts to be prioritized and ultimately translated into actions that improve the lives of WSECU members as well as WSECU's ROI.
Ashley Atkins-Mackie's Current Company Details
Self-Employed
Property Manager and Owner, Entrepreneur
Olympia, WA, US
Ashley Atkins-Mackie Work Experience Details
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Property Manager And Owner, EntrepreneurSelf-EmployedOlympia, Wa, Us
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Member Experience ConsultantWindward Ventures Llc Feb 2022 - PresentOlympia, Washington, United States
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Property Manager/Owner, EntrepreneurSelf-Employed Mar 2016 - PresentOlympia, Washington, United StatesPurchased a duplex in 2015 with my husband and started renting to tenants in March 2016. We jointly manage the on-going needs of tenants as well as turnover.
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Senior Member Experience Data AnalystWsecu Mar 2020 - Feb 2022Olympia, Washington, United StatesIn this role, I focus on supporting a member-centric design approach by leverage both quantitative and qualitative research methods to surface and understand member pain points. I manage the WSECU enterprise Voice of Member Program (VOM). In this role I manage everything from program strategy, vision and the annual roadmap to the backend data requirements, survey writing, analysis and reporting. I combine VOM data with other sources, such as Contact Center trends, email and social media to achieve a well rounded view of the member experience. I uncover opportunities to improve experiences, supporting the next step in the process; root cause analysis, using tools such as journey maps and service blueprints, which is essential to ensuring the problems is well understood before work is done to design a solution. While I sometimes engage in the root cause analysis portion of the equation, I primarily work upstream of both the root cause analysis and the design process, but serve as an advocate for this approach.In addition to managing the VOM program I also lead the Attrition Research Team, the Persona Committee and serve as a collaborator on the Member Insights Group. Leveraging data analysis and research, these cross functional teams support decision making based on the member's perspective as opposed to internal assumptions. As the leader of the Attrition Research Team, I introduced sprint planning to a cross functional team of researchers; allowing us to identify the tasks needed to achieve our end goals, prioritize these tasks, assign tasks to teammates and set expectations with stakeholders on timelines for deliverables. As the leader of the Persona Committee, I led the creation of the committee, establishing a framework to determine the team's purpose and goals. I've enjoyed developing as a leader by leading these teams.I wear many different hats in this role and enjoy the variety of work as well as the challenge. -
Business Data AnalystWsecu Aug 2019 - Mar 2020Olympia, WashingtonAfter returning from New Zealand, I started in this role in August 2019 with the intent of evolving this position into a Senior Data Analyst position on the Member Experience team. In my role as a Business Data Analyst, I served as a shared resource for the Service Delivery division at WSECU. Despite this shared resource status, I was a part of the Member Experience department. This gave me the opportunity to support the analysis and reporting side of the enterprise Voice of Member Program (VOM). In the short time I was in this transitional role, I led the implementation of an API for VOM survey data, defining data requirements and serving as a liaison between technical resources and survey vendor. I also collaborated in the creation of a report that collates and inventories member pain points, using data from all our VOM surveys for the first time. I also audited the existing VOM text analytics taxonomy, recommending changes and additions to optimize qualitative survey reporting and analysis. In addition to serving the Member Experience team, I supported the Contact Center's Workforce Management Team as a workload forecaster, the Retail Team and Digital Service Delivery Team with performance reporting and ad-hoc analysis. To prepare for my transition to my role as a Senior Member Experience Data Analyst, I led a 3 month, weekly training program for the first fully dedicated Contact Center Forecast Analyst.
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Business Data AnalystWindward Ventures Llc Nov 2018 - Jul 2019New ZealandFounded Windward Ventures LLC in August 2018, which allowed me to work as a Contractor for my previous employer, a Washington state based credit union (WSECU), while my husband and I to live out our dream of temporarily moving to New Zealand. In my role as a Contractor, I served as a data analyst for their Service Delivery division. I was focused on supporting enterprise Voice of Member (VOM) program analysis and reporting, call center workforce management, in-person branch performance and workload tracking as well as digital service performance reporting. I supported data driven decision making through weekly and ad-hoc presentations as well as the creation of self-service dashboards. During my time as a contractor, I pioneered the creation of a long-term workload forecast for the Contact Center's Sales and Lead teams, supporting an 80% FTE growth of the Sales team and a 25% FTE growth of the Lead team. I also led the transition of the digital channel reporting, following the launch of a new digital banking platform. As the owner of Windward Ventures, I created quarterly statements of work, negotiated the terms of my contract and sent invoices to WSECU.
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Business Data AnalystWsecu Mar 2015 - Oct 2018Olympia, Washington, UsaIn my role as a Business Data Analyst, I served as a shared resource for the Service Delivery division at a Washington state based credit union (WSECU). Despite this shared resource status, I was a part of the Member Experience department. This gave me the opportunity to be a member experience advocate through the reporting of quantitative and qualitative data produced from the enterprise Voice of Member (VOM) program. When the VOM program was revised and relaunched in 2016, I had the opportunity to pioneer the creation of the dashboards. In addition to supporting the Member Experience department, I also supported the Contact Center's Workforce Management Team as a workload forecaster, the Retail Team and Digital Service Delivery Team with performance reporting and ad-hoc analysis. In these roles I supported the collection, synthesis and validation of historical data points. As the Contact Center's workload forecaster, I was able to support the growth of the Contact Center by 70% in 2.5 years through the creation of long-term forecasts; leading recommendations to leadership on how many additional FTEs to hire to meet service goals. I led weekly Workforce Management Team meetings sharing Contact Center workload analysis and recommendations that decreased call wait times for members by 70% in 3.5 years. I also generated weekly workload forecasts for the Contact Center, which allowed the Scheduling Analyst to create schedules for 80+ Contact Center agents that aimed to optimize member service. While supporting the Retail Team, I reduced the time needed to update branch network reports from hours to minutes by automating data collection and by transitioning reporting from Excel spreadsheets to Tableau dashboards. I also increased engagement in performance metrics making it quicker and easier for branch managers to analyze data by consolidating reporting from numerous 3rd party systems into a single Tableau report.
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Business Development And Marketing ConsultantWashington State University Mba Capstone Feb 2014 - Jul 2014Pullman, WashingtonWorked with a team of consultants to help a multi-million dollar digital stock photography company uncover and solve financial, industry, competitor, customer, operational, and/or organizational challenges. Helped to reach more customers, generate leads, and grow their online presence by developing recommendations focused on improving social media efforts, differentiation strategies, and customer segmentation tactics. Generated, evaluated, selected, and justified specific, actionable, fact-based recommendations to help the business overcome issues revealed during analysis. Designed a customer centric content marketing strategy aimed at pulling customers through the sales funnel. Held regular meetings with a senior level consultant, who provided feedback on the team's analysis and recommendations. Developed a series of three written reports and a final oral presentation to a board of senior consultants. -
Graduate StudentWashington State University Aug 2013 - Jul 2014
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Spreadsheet ModelerWashington State University Advanced Business Modeling 556 Jan 2014 - May 2014Pullman, WashingtonHelped to reduce the complexity of the decision making process for companies that require airline travel to conduct business by designing a prescriptive model in Excel. Devised a linear program that accounted for each company’s unique traveling constraints to determine the optimal travel route utilizing the Excel Solver add-in. Improved the usability of the model using the Index and Match functions in Excel to link the results of the Solver to a table I designed to report the optimal travel itinerary. Increased the value of the model using an IF formula to calculate the impact each additional bag has on the cost of travel, which is updated in the itinerary table using the VLOOKUP function
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Strategic Planning AnalystWashington State University Business Analytics 514 Nov 2013 - Dec 2013Pullman, WashingtonMined a provided telecommunication dataset in SQL Server to identify the optimal markets to concentrate marketing investments through an analysis of market size, potential penetration growth, and spending capacity. Transformed the data by compacting it into more manageable aggregated tables in SQL Server. Created pivot tables and charts to extract insights, stimulate further analysis, and generate recommended courses of action by importing the data into Excel
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Marketing Consultant And Brand ManagerWashington State University Marketing 506 Aug 2013 - Dec 2013Pullman, WashingtonWorked with a team to formulate a marketing strategy and plan for The Whiskey Barrel Cider Company in Pullman, Washington through an analysis of the company's internal, external, and competitive environment. Collected primary data to help identify current and prospective customer expectations by conducting research via focus groups and surveys. Held meetings with the business owner on a weekly basis to discuss progress. Generated recommendations including the expansion of their web presence to build a community around the company, brand, and their products. Developed and delivered a written and oral report of recommended marketing strategy and plan.
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Social Media ConsultantWashington State University Marketing Analytics 555 Aug 2013 - Dec 2013Pullman, WashingtonManaged the reputation of a regional cleaning and restoration services company through the creation of a content marketing strategy designed to tell an engaging story that drives conversation and stimulates sales.Crafted the delivery of the content marketing strategy by creating a social media plan focused on extending the conversation among their audiences to turn fans and followers into quality leads. Optimized the client's marketing resources through an analysis of their brand advocates, allowing social media platforms that would best amplify their message to be identified. Created a social media monitoring strategy to manage, measure and analyze the client's social media marketing initiatives, helping to track the return on investment of each content marketing campaign.
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BartenderGuest Services, Inc. May 2013 - Aug 2013Mount Rainier National Park, WaFacilitated demand forecasting by tracking and recording inventory for the bar on a weekly basis. Increased productivity by identifying opportunities for improvement in the workflow process, thereby maximizing table turnover, sales per guest, and sales per hour. Demonstrated efficiency while adhering to all state, federal regulations and restaurant liquor policies pertaining to serving alcoholic beverages. -
Front Desk ManagerGuest Services, Inc. May 2012 - Aug 2012Mount Rainier National Park, WaSet performance expectations, monitored progress, assessed results, and critiqued all duties of the front desk staff, bell staff, and night staff. Generated employee work schedules to staff the hotel appropriately, thereby maximizing guest satisfaction. Delivered employee evaluations for the front desk, bell, and night staff. Operated within a budget to control supply and labor costs. Enforced safe work behaviors to maintain a safe environment for both guests and crew members. Interacted across business divisions as manager on duty twice a week to ensure collaboration cross-functionally. Relied on by multiple departments for cash distribution.
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Lead Front Desk AgentGuest Services, Inc. May 2011 - Aug 2011Mount Rainier National Park, WaDeveloped, championed, and led the implementation a training program for the front desk. Trusted to manage change during mid-season employee turnover by training new and returning employees. Improved the synergy of the front desk department by resolving employee disagreements. Maintained a professional behavior while creating a warm, friendly, and hospitable atmosphere. Motivated front desk employees to exceed guests' expectations by establishing a culture of excellence.
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HostessThe Great Wolf Lodge May 2010 - Aug 2010Enhanced each guest's overall experience by accommodating their unique needs. Trusted to train new and existing employees in hostess protocol and etiquette. Improved the synergy of the front of the house employees by preventing disputes. Promoted collaboration by adopting tasks and responsibilities outside my immediate role as hostess. Helped maximize company profitability by promoting high profit margin menu items using suggestive selling techniques. Greeted guests personally and on the telephone. Provided appropriate seating arrangements.
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HousekeeperThe Comfort Inn Jul 2009 - Aug 2009Helped to maintain The Comfort Inn's brand image by thoroughly cleaning guests’ rooms and common areas. Increased productivity by 50 percent while simultaneously maintaining a high level of quality and adhering to health and safety regulations. Ensured the promotion of the company's commitment to customer satisfaction by exceeding guests expectations. Ensured proper equipment operations and maintenance.
Ashley Atkins-Mackie Skills
Hospitality
Time Management
Teamwork
Food And Beverage
Hospitality Management
Customer Service
Sql Server Management Studio
Powerpivot
Tableau
Sharepoint
Hotels
Restaurants
Hospitality Industry
Business Analytics
Powerview
Powerpoint
Business Strategy
Business Planning
Hotel Management
Front Office
Sql Server Analysis Services
Sql Server Integration Services
Vba
Visual Studio
Ashley Atkins-Mackie Education Details
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Business Analytics
Frequently Asked Questions about Ashley Atkins-Mackie
What company does Ashley Atkins-Mackie work for?
Ashley Atkins-Mackie works for Self-Employed
What is Ashley Atkins-Mackie's role at the current company?
Ashley Atkins-Mackie's current role is Property Manager and Owner, Entrepreneur.
What is Ashley Atkins-Mackie's email address?
Ashley Atkins-Mackie's email address is as****@****wsu.edu
What is Ashley Atkins-Mackie's direct phone number?
Ashley Atkins-Mackie's direct phone number is +150933*****
What schools did Ashley Atkins-Mackie attend?
Ashley Atkins-Mackie attended Washington State University, Washington State University.
What skills is Ashley Atkins-Mackie known for?
Ashley Atkins-Mackie has skills like Hospitality, Time Management, Teamwork, Food And Beverage, Hospitality Management, Customer Service, Sql Server Management Studio, Powerpivot, Tableau, Sharepoint, Hotels, Restaurants.
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