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.
• 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

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.
• 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.

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.
• 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.
• 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