Ashley Roussopoulos Email & Phone Number

Miami, Fl, Us

Miami, Florida, United States

Manages, develops and executes knowledge architecture strategy, security, auditing and transition into Salesforce Service Cloud from Office 365 supporting 1,000+ users globally. Develops Reporting and Dashboard through Salesforce analytics to impact functionality and effectiveness of knowledge management strategy to service case management. Utilizes workflow automation tools in Salesforce and Office 365 to develop and map US and global knowledge architectures and strategies, offering analytical inputs of global knowledge strategy. Published 1,200 Service Cloud Knowledge Articles viewed 450,000 unique times. Re-aligned Knowledge Case Management from Fresh Service to Sales Service Cloud resulting in 1,000 knowledge cases documented over a 3 month period. Led audit of 200+ agreement and contract knowledge, documentation, and pricing. Facilitated alignment of 2,000+ marketing assets into Media Valet. Owns 12+ product launch deliverables including distribution of knowledge and staff product.

Miami Metropolitan Area

Manages all aspects of complex knowledge management projects to support 1,000+ users globally. Identified business process gaps and reduced overall knowledge size and search scope by 70%, Reduced number of SharePoint Permission Groups used to managed knowledge by 97%. Led operational alignment with Quality Management Systems, Communications, CRM, and HR Systems including but not limited to onboarding, compensation, product management, manufacturing, engineering, customer relations, and sales operations

Eden Prairie, Mn

Organized all knowledge necessary for daily performance of all users within Sales & Customer Relations departments pertaining to process. Supervised extensive catalog of product information including marketing assets, manufacturing items, to support organizational change management within Office 365. Developed governance system to ensure knowledge is current, relevant, and efficiently stored/presented to users. Trained 1,000+ users in knowledge systems and knowledge management best practices. Implemented knowledge Case intake through Fresh Service, taking on average 2,000 cases a year with an average close time of 4 hours

Took both incoming and outbound customer calls while developing centralized knowledge resource used by 300+ Users. Converted large libraries and data from servers, Confluence, DOS operating systems, and paper into SharePoint. Transitioned enterprise and department training resources from paper to digital, resulting in savings of 10 pounds of paper per new hire onboarded

Promoted to Lead Operator/Receptionist after four months of starting with company. Documented onboarding training process and department reference manual into SharePoint Library from printed reference material. Managed schedule and workflow for a veteran team of 8 across a 4 building campus. Managed company employee directory of 5,000 employee entries in IntelliDESK and SharePoint. Spearheaded contact management alignment efforts with Operator Directory, Active Directory and UltiPro leading to clean-up of 10,000 record entries, reducing transfer rates by 20%+. Provided high accuracy service. High calls volumes (800-1,000 calls per day) with 0-5 dropped calls per month

Bloomington, Mn

Answered calls through a multi-line switchboard, running reports, logging call information, paging, incoming faxes, communication with security team, assisting in additional projects from other departments.* Headed an extensive data entry project, over 250,000 order entries in one year's time while answering phones.* Maintained brand and retail information key to effective call routing.