Stephen Ash Email & Phone Number

San Francisco Bay Area

Oversee international team providing software/vendor support, automation, consulting, & analytics to support internal stakeholders by leveraging technology and expertise. Act as Zendesk Owner/Admin/Subject Matter Expert (SME). Utilize Agile methodology & introduced/enforced it to internal business units by advocating for Agile practices & training teams. Direct team review of feature requests & software product requests (SPRs) for prioritization by assessing business impact & feasibility. Created documentation, SOPs, & internal templates in Confluence to standardize processes & improve knowledge sharing across the organization● Facilitated migration & onboarding of Operations/Customer Experience/IT teams to new systems during M&A activity by managing transition processes● Enhanced organizational efficiency & software utility by serving as Zendesk Admin/SME for Global Ops/Customer Experience/IT teams, offshore & domestic units● Streamlined integration & data migration processes for recently acquired companies into Zendesk, JIRA, Asana, and proprietary platforms, collaborating extensively with on/offshore teams● Improved operational efficiency & reduced operating/application costs, as measured by ROI and internal Key Performance Indicators, by streamlining & scaling processes● Maintained relationships with over 10 internal business units by managing requirements, building use cases, and prioritizing backlogs to propose potential solutions● Bridged gap between Development and Leadership by analyzing current workflow limitations and addressing stakeholder needs, enhancing workflow efficiency● Reduced operating/application costs and optimized resource utilization by analyzing, auditing, and reporting to stakeholders● Aided in creation and testing of Defect/Triage processes/flows for Platform Support team to improve issue resolution efficiency and effectiveness● Elevated intra-company Wordpress/Sharepoint sites, including Knowledge Base and internal request forms

San Francisco Bay Area

Managed daily triage of developer issues and led defect meetings between Product and Development Teams to optimize software performance by training investigatory staff. Identified key operational and CX pain points to facilitate continuous improvement by resurfacing issues that negatively impact operations. Led projects to enhance customer experience by implementing tools like Guru, Zendesk automation/routing, and Asana integration. ● Ensured tailored solutions met specific client needs by assessing programs based on eLearning requirements and building user stories. ● Maintained relationships with clients across Higher Education, Professional Testing, and global Credentialing organizations to enhance client satisfaction. ● Reduced support costs per exam and effectively addressed client concerns by developing policies with the refund and loss-prevention team to minimize refunds issued.● Enhanced client service delivery for VIP clients post-sales by managing inside sales, problem escalation, and feature requests/enhancements.● Delivered valuable insights for decision-making to individual clients and stakeholders by building and delivering custom reporting using Zendesk and the Archimedes platform.● Optimized client outcomes and satisfaction by proactively assessing application usage and proposing changes based on usage patterns and certifications.● Improved customer interaction and satisfaction by leading projects that implemented Guru, Zendesk automation/routing, and Asana integration.

San Francisco Bay Area

Monitored testing and certifications for corporate learning programs to ensure integrity and compliance by closely observing test sessions. Provided direct client interaction to maintain an excellent end-user experience with testing systems by promptly addressing concerns and queries. Maintained security and adherence to regulations for training courses while ensuring the validation of certification programs by supervising training departments on ProctorU tools. ● Elevated from an entry-level proctor position to Proctor & Onboarding Specialist, by demonstrating exceptional capability in managing online training courses.● Contributed to organization's reputation for quality and reliability by enhancing security measures and adherence to training course regulations, ensuring effective certification validation.● Recognized for ensuring flawless execution of testing and certifications by maintaining integrity and compliance across corporate learning programs.● Achieved high client satisfaction by upholding an exceptional end-user experience with testing systems, leading to minimal issues during testing sessions.

Walnut Creek, Ca

Developed and executed marketing strategies and plans to increase brand awareness and market share while collaborating closely with the sales team to align marketing efforts with sales objectives. Conducted market research and analysis to understand industry trends, customer preferences, and competitive positioning by using insights to inform marketing campaigns and product development. ● Acquired substantial sales and marketing experience in the consumer goods industry by engaging in comprehensive market activities to enhance professional growth and industry knowledge. ● Identified target market for high-end consumer goods by analyzing market data to optimize marketing focus and resource allocation.● Demonstrated exceptional strategic planning and execution skills by formulating a marketing plan that surpassed the set goal by over 100%.

Swiftwater, Pa

Bachelor Of Science - Biology, Cancer And Immunology

Bachelor Of Arts - Business Economics, Finance And Macro Policy

Semester Abroad In China, Mandarin, Chinese Business History, State Owned Enterprises