Ashlee Bobbitt

ASTAC's Sr. Customer Experience Manager oversees Product Development/Management, Customer Service Retail/Call Center Management, and Quality/ Revenue Assurance Management.

Specific duties within each role included:

Product Management:

Defining Product Vision and Strategy

• Establish the product's overall vision, objectives, and roadmap, aligning it with the company's strategic goals.

Market Research and Competitive Analysis

• Conduct research to understand market trends, customer needs, and competitive offerings, using this data to inform product decisions.

Customer Needs Assessment

• Engage with customers, stakeholders, and user research to gather insights into pain points, preferences, and desired features.

Roadmap Development

• Prioritize features and tasks, creating a clear product roadmap that outlines short- and long-term development goals.

Cross-Functional Collaboration

• Work closely with engineering, design, marketing, and sales teams to ensure product development aligns with business objectives and user needs.

Requirement Gathering and Documentation

• Define and document product requirements, including user stories, specifications, and acceptance criteria, ensuring clarity for development teams.

Overseeing Product Development

• Guide the product development lifecycle, from concept to launch, ensuring milestones are met and quality standards maintained.

Product Launch Planning

• Coordinate go-to-market strategies, working with marketing and sales to ensure successful product introductions and customer adoption.

Performance Tracking and Optimization

• Monitor key metrics such as user engagement, retention, and revenue to assess product success and identify areas for improvement.

Stakeholder Communication

• Serve as the main point of contact for internal and external stakeholders, regularly updating them on product progress, challenges, and successes.

Customer Experience Manager:

Customer Journey Mapping

• Analyze and document every touchpoint a customer has with the organization to identify areas for improvement and create seamless experiences.

Data Analysis and Reporting

• Collect, interpret, and report customer feedback, satisfaction metrics (e.g., NPS, CSAT), and behavioral data to inform CX strategies.

Customer Feedback Management

• Design, implement, and manage systems to gather customer insights through surveys, interviews, and feedback platforms.

Developing and Implementing CX Strategies

• Create and execute strategies aimed at enhancing customer satisfaction and loyalty, aligning them with company objectives.

Cross-Functional Collaboration

• Work closely with marketing, sales, product development, and customer support teams to ensure a unified customer experience.

Customer Advocacy

• Serve as the voice of the customer within the organization, ensuring customer needs and expectations are prioritized.

Training and Development

• Educate employees on customer-centric practices and ensure they have the tools and knowledge to deliver exceptional experiences.

Problem Resolution

• Oversee or support efforts to resolve customer complaints and issues, ensuring root causes are addressed and experiences improved.

Technology Implementation and Management

• Deploy and optimize CX tools, such as CRM systems, chatbots, and feedback platforms, to enhance interactions and gather insights.

Measuring and Improving Performance

• Monitor key performance indicators (KPIs) related to CX, such as response times, resolution rates, and overall satisfaction, and implement improvements as needed.

Quality and Revenue Assurance Manager:

Developing and Implementing Quality Standards

• Establish and maintain quality assurance protocols to ensure service or product standards meet organizational and regulatory requirements.

Revenue Assurance Analysis

• Monitor and analyze revenue streams to identify potential leakages, inefficiencies, and opportunities for optimization.

Process Improvement

• Review and enhance operational workflows to improve efficiency, accuracy, and compliance with quality and revenue targets.

Creating and Updating Training Materials

• Develop comprehensive training content, including manuals, e-learning modules, and workshops, to educate staff on quality assurance and revenue management practices.

Team Training and Development

• Conduct training sessions for employees, ensuring they understand and adhere to quality standards and revenue protection strategies.

Audit and Compliance Oversight

• Perform regular audits of operations, ensuring compliance with established quality and revenue policies and addressing any discrepancies.

Cross-Departmental Collaboration

• Work with finance, operations, and customer service teams to ensure seamless integration of quality and revenue practices across the organization.

Performance Monitoring

• Track and report on KPIs related to quality metrics, revenue trends, and training effectiveness to guide continuous improvement.

Issue Identification and Resolution

• Detect and address issues in billing, product/service delivery, or other areas impacting revenue and quality, implementing corrective actions promptly.

Stakeholder Reporting

• Prepare detailed reports and presentations for leadership, highlighting quality assurance results, revenue trends, and the impact of training programs.

• Maximized event impact through meticulous planning, promotion, and execution of trade shows and conferences.
• Implemented data-driven improvements to marketing initiatives based on detailed performance analysis reports.
• Attended industry events and trade shows to promote brand and build relationships with potential customers.
• Collaborated with cross-functional teams to create cohesive marketing strategies that aligned with company goals and objectives.
• Created and managed social media campaigns to increase brand engagement.