Ashley Berry Email & Phone Number

Cincinnati, Oh, Us

Cincinnati, Oh, Us

Taíno World Project is creating an interactive virtual landing page for the 2025 Taíno World conference on Taíno culture and language to provide an immersive educational experience and remove barriers to accessing information.Key responsibilities include:-Overseeing the entire project lifecycle, ensuring that milestones are met and the project remains on schedule and within scope.-Leading cross-functional teams, providing guidance and support to ensure alignment with project goals.-Developing and implementing strategic plans to enhance project outcomes and address potential risks.-Managing stakeholder expectations, regularly communicating project progress, and making data-driven decisions to keep the project on track.-Ensuring the quality and functionality of the virtual landing page by coordinating with the design, research, and development teams.-Fostering a collaborative team environment and providing mentorship to junior team members and apprentices.

Taíno World Project is creating an interactive virtual landing page for the 2025 Taíno World conference on Taíno culture and language to provide an immersive educational experience and remove barriers to accessing information.Key responsibilities include:-Served as a project management apprentice, providing structure and clarity to the project-Acted as a liaison between stakeholders and the various teams (design, research, development, etc.)-Focused on improving communication and coordination between the different teams-Helped ensure teams had the necessary roadmap, reporting processes, and solutions to overcome challenges

Remote

As a UX Designer on the EmpowerMe project, I was part of a multidisciplinary team tasked with addressing the issue of imposter syndrome among full-stack engineers. This role work with combatting my own imposter syndrome and develop research, design, and collaboration skills within an agile framework to address complex user problems.Key responsibility includes:-Conducted user research through interviews and surveys to better understand the target audience and their pain points-Based on feedback generated and ideated on UI, mission statement, and branding for the EmpowerMe project.-Collaborated with the UX writing and development teams to create a high-fidelity prototype of a solution-Facilitated usability testing, both moderated and unmoderated, to gather feedback on the prototype-Contributed to the creation of a customer journey map to guide the design process

Remote

In my role as a Content Advisory Board Member at LogRocket, I leverage my expertise to shape and enhance content strategies, ensuring they align with the company’s goals and audience needs.Key responsibilities includes:-Strategic Guidance: Provide strategic guidance on content development initiatives to support LogRocket’s objectives.-Content Strategy Enhancement: Offer insights and recommendations to improve the effectiveness of LogRocket's content strategy, ensuring it resonates with the target audience and drives engagement.

Blue Ash, Ohio, United States

Having a deep understanding of Lendkey's loan offerings I am working to improve the overall experience for new loan applicants and borrowers. Recognized that providing a positive experience from the very beginning of the customer journey was crucial for retaining their business and building long-term loyalty.Key responsibilities include:-Working on the loan origination process, which involved the initial setup and onboarding of new loan customers.-Providing feedback and suggestions to improve the customer experience during the loan origination phase.-Identifying areas where the loan origination process could be streamlined or enhanced to better serve customers.-Collaborating with other teams and departments to address customer complaints or concerns related to the loan origination experience.-Serving as a subject matter expert on loan products and policies, helping to educate and guide both customers and other customer service agents.-Taking a proactive approach to identifying trends or issues that were impacting the loan origination process and customer satisfaction.-Completing Zendesk communication requests within the 24 business hour service level agreement.

Blue Ash, Ohio, United States

During my UX Design Apprenticeship, I focused on developing essential skills and hands-on experience in user experience design. This role involved conducting user research, analyzing qualitative data, creating user personas, and delivering impactful presentations. These activities have prepared me for a seamless transition into a full-fledged UX designer role.Key Responsibilities:-Conducting Interviews: Performed five in-depth user interviews to gather qualitative data, ensuring a thorough understanding of user needs and behaviors.-Qualitative Analysis: Analyzed interview data to identify patterns and insights that informed design decisions.-Creating User Personas: Developed detailed user personas to represent different user types and guide design processes.-Delivering Presentations: Presented findings and design proposals to stakeholders, effectively communicating research insights and design rationale.

Blue Ash, Ohio, United States

Leveraged my deep understanding of Lendkey's loan products and strong customer service skills to provide exceptional support to borrowers. Responding to customer inquiries and emails related to their student loans, home improvement loans, and other loan products serviced by Lendkey.Key responsibility include:-Assisting customers with the forbearance application process, helping them maintain their loan repayment plans during the COVID-19 pandemic when many were facing financial uncertainty.-Serving as a subject matter expert on Lendkey's loan products and policies, guiding both customers and other customer service agents.-Identifying and escalating any systemic issues or concerns, such as instances where customers were incorrectly charged double payments in a month.-Ensuring affected customers were made whole, with any overdraft fees or other charges reversed due to Lendkey's internal processing errors.-Proactively communicating with customers about upcoming payment due dates that fell on holidays or weekends, advising them of the best timing for their payments.

Blue Ash, Ohio, United States

Consistently recover significant amounts of past-due debt each month, while also maintaining high customer satisfaction scores, allowed for a promotion to the Collection Supervisor.Key responsibilities include:-Mentoring and training other collections agents to improve their performance and customer satisfaction scores.-Sharing her techniques for maintaining a high level of empathy and finding creative solutions to help customers get out of debt.-Serving as a subject matter expert on collections processes, policies, and best practices.-Analyzing team and individual agent metrics to identify areas for improvement and development.-Providing feedback and coaching to help the collections agents enhance their skills in areas like communication, problem-solving, and negotiation.-Collaborating with the broader Lendkey leadership team to identify ways to optimize the collections operations and enhance the customer experience.

Blue Ash, Ohio, United States

Helping customers get out of debt and avoid the more severe consequences of third-party collections whenever possible. Key responsibilities include:-Engaging with customers who were delinquent on their loans, whether student loans, consolidated loans, or home improvement loans.-Negotiating with customers to find affordable payment plans and solutions to get them back on track with their loan repayments.-Utilizing strong communication and problem-solving skills to understand the customer's unique financial situation and identify the best path forward.-Advocating for customers to avoid having their accounts sent to third-party collections, which could further damage their credit and financial standing.-Providing a compassionate ear and working collaboratively with customers, rather than taking a harsh, "collections agent" approach.

Blue Ash, Ohio

Key responsibilities include:-Assisting customers with private student loans, consolidated student loans, refinanced student loans, and home improvement loans.-Handling "soft" collections, working with customers to submit forbearance applications and maintain their loan repayment plans.-Servicing the loans by processing customer payments and helping them understand the terms and conditions of their loan agreements.

As a User Experience Researcher at Red Rover, I leverage my analytical and collaborative skills to enhance the design team's understanding of user needs and behaviors. Key Responsibilities:-Synthesize and organize existing research data, including over 100 survey responses and interview transcripts with a team of 3 researchers.-Transformed the raw data into easily digestible charts, graphs, and reports using tools like Canva, Figjam, and UserBit-Identified key trends, themes, and pain points from the research to help inform the project's direction-Presented the research findings and insights to stakeholders and the broader project team in a series of three presentations-Helped establish a centralized research repository to store and share all of the project's data and insights

Remote

EdUnite, winner of the Season 1 Aim for Impact Hackathon, is a platform that helps people assess their learning styles and access free educational resources to upskill themselves. Key responsibilities includes:-Conducted user research, including reading articles, conducting interviews, and gathering survey responses to understand barriers to education access-Collaborated with the UX design team to create user personas, customer journey maps, and wireframes for the EdUnite platform-Helped with the content and layout of the EdUnite website, providing input on the copy and design-Worked closely with the development team to bring the EdUnite concept to life as a functional prototype

Remote

Klin is a dynamic platform designed to revolutionize the educational journey for college students.Key responsibilities:-Interview Recruitment and Execution: 10 interviews within a week timeframe and completed 40% of the total interviews.-Collected and analyzed data to provide valuable insights into the user experience.-Wireframe Creation: Drafted wireframes for key pages, including the Landing Page, Achievement Sprint Page, and Insight Velocity Page.-Cross-collaborated with other designers to create a style guide and design system.

At makeitMVP, I contributed to the design and development of Communiti, an all-in-one solution for community management and engagement. This role provided a comprehensive experience in UX design, working within a collaborative team to streamline community management processes.Key responsibilities include:-User Persona Updates: Conducted research and updated user personas to better reflect the target audience's needs, ensuring that our design solutions were user-centric and effectively addressed user pain points.-Low Fidelity Wireframes: Created low fidelity wireframes to visualize design concepts and facilitate discussions within the team. These wireframes served as a foundation for further design iterations and user testing.-Ticket Resolution: Actively worked on resolving tickets assigned by the project manager in Jira, ensuring that all design tasks were completed on time and met project requirements.-Utilized various tools such as Figma for wireframing, Confluence for documentation, GitHub for version control, and Jira for project management. This experience enhanced my technical proficiency and ability to work within a modern design and development workflow.

Amp Up is a volunteer organization dedicated to helping jobseekers gain experience for their desired positions while assisting nonprofits, charities, and volunteer organizations with their content needs. As part of the Foundational Research Team, I contributed to the qualitative research efforts for a partnering organization.Key responsibilities include:-Participated in a project with the volunteer organization AmpUp, which was dedicated to helping job seekers gain experience for their desired positions.-Conducted in-depth interviews with different stakeholders to collect valuable research insights.-Used Dovetail to organize and analyze the interview data, identifying key trends and themes.-Created a trends analysis report that provided insights on how job seekers, particularly those in the tech industry, were dealing with the job market challenges.-Leveraged the qualitative research to develop a comprehensive presentation that communicated the findings effectively.-Demonstrated strong research skills, including empathy, data analysis, and impactful communication of insights.

Hamilton, Ohio, United States

Played a crucial role in helping the company retain customers and reduce attrition rates. Proactively offer them various benefits and incentives to prevent them from closing the account.Key responsibilities included:- Maintaining a high customer satisfaction score, with an estimated 80% of customers she spoke to ultimately deciding to keep their accounts open.- Serving as a subject matter expert on Barclaycard's credit card products, particularly the co-branded American Airlines cards.- Assisting with the expansion of the retention team in the Hamilton, Ohio office, including training new agents.- Negotiating with customers to find a compromise that would allow them to keep their account open, rather than closing it.- Utilizing strong communication, persuasion, and problem-solving skills to retain as many customers as possible.

Hamilton, Ohio, United States

After excelling as a Customer Sucess Manger at Barclaycard US, I was selected for additional training to become a Loan Specialist. Additional responsibilities for her role included:- Assisting customers who were locked out of their online accounts, as the personal loan product was only available through the digital platform.- Processing payments for customers on their loans.- Explaining the terms and conditions of the loan products to customers in a clear and concise manner.

Hamilton, Ohio, United States

As a consistent top performer in this role, I maintain an average customer satisfaction score of 80% or higher. Key responsibilities included:- Provided customer service for various credit card products, including American Airlines, JetBlue, L.L. Bean, Luxury Card, and Apple.- Acted as a mediator and negotiator, working with supplement companies and other merchants to help customers get refunds for unauthorized charges or billing issues.- Processed fraud claims when customers reported unauthorized transactions on their credit cards.

Hamilton, Ohio, United States

American Airlines Ambassadors, was a pilot program that ran for about 6 months and I was the sole ambassador for the Ohio office. This ambassador role allowed for me to deepen my expertise in Barclaycard's key partner products, while developing leadership and training skills. The direct engagement with American Airlines also gave her valuable exposure to high-level strategic discussions about the co-branded credit card program.Key responsibilities included:- Being a subject matter expert on Barclaycard's American Airlines co-branded credit card products, including the no-fee, $89-$95 cards, $495 card with TSA pre-check- Hosting educational sessions and games, like Jeopardy, to ensure phone agents had a thorough understanding of American Airlines card features and benefits.- Traveling to Dallas, Texas to meet directly with American Airlines representatives to discuss the performance of Barclaycard's American Airlines portfolio.- Providing feedback to American Airlines based on customer insights gathered from phone calls, with the goal of improving the co-branded card offerings.- Mentoring and coaching phone agents to improve their knowledge and customer satisfaction scores related to the American Airlines cards.- Ensuring the phone agents maintained over 90% customer satisfaction on calls involving the American Airlines products.