Nicole Ashburner Email & Phone Number

‣Serve as the most senior Support Specialist and subject matter expert for the billing product‣Adeptly providing advanced support for complex customer tickets and investigating and diagnosing bugs while empathetically communicating with customers regarding their issue‣Maintain and expand deep product expertise in a rapidly changing billing platform‣Assist with high-priority company initiatives such as a content refinement project to improve the accuracy of AI responses sent from brightwheel’s Customer Support Chatbot. Ensured that Help Center information was up to date or created custom resources to better address questions where the bot was not successful‣Provide bolstered support for Tier I agents through coaching on investigation skills, product knowledge, issue investigation, and bug vetting‣Collaborate cross-functionally with:‣Product and Engineering teams to identify and resolve bugs; provide customer feedback‣Quality Assurance to QA Tier I support agent tickets‣Internal Enablement Team acting as SME to create and facilitate trainings for CS teams‣Customer Enablement Team to write and review Help Center contentProficient in: ‣Atlassian products (Jira, confluence)‣Intercom‣Asana‣Mode‣Sigma‣Stripe‣Support ticketing platform (Intercom and similar)

Roosevelt, New Jersey, United States

In May 2024 I was elected President of the Board of Trustees for the non-profit Roosevelt Senior Citizens Housing Corporation. As a resident of Roosevelt, I am passionate about advocating for the needs of my neighbors in the community. The Board of Trustees ensures that the property management company adheres to the rules and regulations determined by the USDA/HUD while keeping the well-being of our residents in mind. As board members, our fiduciary duty is to protect all of the organization's assets and funds in trust.

Roosevelt, New Jersey, United States

North Brunswick, Nj

North Brunswick, Nj

North Brunswick, Nj

North Hills, Ca