Ashlee Robison
Customer Success Manager
Columbia Falls,MT
Summary
Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
24
24
years of professional experience
Work History
Customer Success Manager
Fortis Solutions Group
Virginia Beach, VA
01.2021 - Current
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
- Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Monitored customer progress and addressed customer inquiries with timely and accurate updates.
- Collaborated with sales and product teams to address customer success objectives.
- Established strong relationships with key customers, resulting in increased customer loyalty.
- Created customer support strategies to increase customer retention.
- Generated reports and communicated results to stakeholders to provide insights into customer success.
Chief Operating Officer
Glacier Eye Clinic, PC
Kalispell, Montana
04.2019 - 01.2021
- Refined organizational structure to consolidate, streamline, and delineate necessary functions.
- Oversaw day-to-day operations for 80+ employees to keep organization running smoothly while meeting business goals.
- Represented organization at external meetings and events to promote and build relationships with partners.
- Human Resource duties including payroll, benefits, onboarding new employees, and employee moral strategies.
- Managed insurance credentialing for medical doctors and optometrists.
- Managed marketing campaigns including social medial, print and radio ads.
- Managed multiple departments.
- Managed company supply ordering.
Customer Service Manager
Total Label USA
Whitefish, Montana
04.2010 - 02.2019
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Followed through with client requests to resolve problems.
- Researched and corrected customer concerns to promote company loyalty.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Created and reviewed invoices to confirm accuracy.
- Took ownership of customer issues and followed problems through to resolution.
Corporate Travel Consultant
Flathead Travel Services
Kalispell, Montana
04.2000 - 09.2010
- Booked transportation and coordinated schedules for conferences and meetings.
- Provided exemplary customer service to new and existing clients, resulting in lasting relationships and secure new travel assignments.
- Booked tickets for air, rail and ground transportation.
- Applied fare rules equitably to effectively meet needs of diverse business clients.
- Arranged travel accommodations for groups, couples and executive clients.
- Saved clients on overall travel costs by finding most affordable ticket and lodging options.
- Developed loyal client base due to excellent listening and research skills and keen understanding of travel budgets.
- Maintained 10+ high level corporate accounts for 8 years
Education
Travel Management Degree - Tourism And Travel Management
Technical Training Institue
Tacoma, WASkills
Customer Relations
Inter-department collaboration
Sales management
Research and due diligence
Client service optimization
Key accounts development
Strategic communications
Training and mentoring
Timeline
Customer Success Manager
Fortis Solutions Group
01.2021 - Current
Chief Operating Officer
Glacier Eye Clinic, PC
04.2019 - 01.2021
Customer Service Manager
Total Label USA
04.2010 - 02.2019
Corporate Travel Consultant
Flathead Travel Services
04.2000 - 09.2010
Travel Management Degree - Tourism And Travel Management
Technical Training Institue