Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Hi, I’m

Ashleigh Chatman

Support Operations Manager
Mebane,NC

Summary

Well-qualified Support Operations Manager bringing 8 years of data management and analysis experience within the IT industry. Dedicated professional with excellent problem-solving and root cause analysis skills, focused on successful team building and operational improvements. Exceptional operations management professional pursuing new growth-oriented career opportunity.

Overview

12
years of professional experience

Work History

N-ABLE TECHNOLOGIES
DURHAM, NC

SUPPORT OPERATIONS MANAGER
08.2021 - Current

Job overview

  • Provides Salesforce support within Sales & Partner Success Operations by researching and mitigating Salesforce account allocation and data integrity issues. Handled a total of 267 SF data change requests in 2023 (approximately 27 tickets/month).
  • Completes continuous assessments of Salesforce account allocation activities and data changes and put together improvement plans for maintaining data accuracy.
  • Provides administrator support for OnceHub scheduling tool within Sales & Partner Success Operations by facilitating onboarding, offboarding, and researching and resolving any OnceHub related issues.
  • Collaborates with internal applications team (Bizapps) and other cross functional teams on customized solutions that support business requirements, processes, automations, and reporting.
  • Develops standard operating procedures and document workflows to drive current and future processes as well as to improve operational quality and team efficiency.
  • Provides technical and operational direction in project challenges, consistently meeting deliverables by coordinating with cross-functional teams to resolve project issues and mitigate risks
  • Communicates with peers to verify task completion, meeting tight deadlines, and schedules on various projects.
  • Maintain escalation procedures to effectively handle time-sensitive issues.
  • Establishes positive and effective communication among IT and organization leadership, reducing miscommunications, driving resolutions.

N-ABLE TECHNOLOGIES
DURHAM, NC

DATA ANALYST
01.2021 - 08.2021

Job overview

  • Support Voice of the Customer Program within partner success organization by analyzing customer feedback and formatting for Tableau reporting
  • Created various Excel documents to assist with pulling metrics data and presenting information to stakeholders for concise explanations of best placement for needed resources.
  • Produced monthly reports using advanced Excel spreadsheet functions.
  • Identified, analyzed and interpreted trends or patterns in complex data sets.
  • Generated ad-hoc reports to evaluate specific business requirements.
  • Introduced new methods, practices, and systems to reduce turnaround time.

Infosys BPM/Cisco Systems
RESEARCH TRIANGLE PARK, NC

Process Specialist/Data Management Specialist
10.2015 - 10.2020

Job overview

  • Drive sales crediting automation by identifying, root causing and solving any problems within sales crediting systems
  • Research crediting issues using Salesforce, Tableau, Pega, MBR, SAP BO/BI (Business Objects/Intelligence), and Smartsheet
  • Submit and process claims for sales credit to be reallocated per business rules
  • Scrub and analyze reports for sales crediting errors
  • Mentored teammates for process knowledge sharing purposes.
  • Collaborated with team to define business requirements for organizational processes, achieve productivity standards, and adhere to accuracy standards.


CES MAIL COMMUNICATIONS
RALEIGH, NC

DATA PROCESSOR
03.2012 - 11.2015

Job overview

  • Process and manage databases for printing and mailing by sorting files in excel and running the data through various software
  • Process, set up, and print mail merge letters and documents containing variable data
  • Analyze data and format for printing per post office guidelines
  • Prepare reports for the post office as well as other documents and reports

Education

North Carolina State University
Raleigh, NC

B.S from Business Administration, Information Technology, Accounting
08.2004 - 05.2011

University Overview

B.S. In Business Administration, Concentration in Information Technology; Minor in Accounting

Key Projects/Classes:

•SQL and MySQL, Grad School

•Building Programs with Visual Basic, Database Management

•Strategic Finance and Planning Team Project on Transfer Pricing

North Carolina A&T University
Greensboro, NC

No Degree from IT
05.2001 - Current

University Overview

(Distance Education)

Grad School – working on master’s degree in IT

Skills

Root Cause Analysisundefined

Accomplishments

Accomplishments
  • As a distribution sales visibility SME (subject matter expert) on my team, I led numerous meetings and workshops as a means of DSV knowledge sharing through PowerPoint presentations, showing live examples, and presenting case studies.
  • Acting as lead proxy approver for Canada segment claims for over 3 years, approving or rejecting any claim submitted against a Canada based sales node.
  • Teamwork! I collaborated within my team, management, RSEs, distributors, and many other to ensuring business rules as well as business processes are being followed.
  • As part of the internal CX (customer experience) team, I helped to develop, more efficient system for optimizing overall field satisfaction by 3%.
  • Saved 50% Time spent by developing a new account assignment automation with accuracy and efficiency.


Timeline

SUPPORT OPERATIONS MANAGER
N-ABLE TECHNOLOGIES
08.2021 - Current
DATA ANALYST
N-ABLE TECHNOLOGIES
01.2021 - 08.2021
Process Specialist/Data Management Specialist
Infosys BPM/Cisco Systems
10.2015 - 10.2020
DATA PROCESSOR
CES MAIL COMMUNICATIONS
03.2012 - 11.2015
North Carolina State University
B.S from Business Administration, Information Technology, Accounting
08.2004 - 05.2011
North Carolina A&T University
No Degree from IT
05.2001 - Current

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Ashleigh ChatmanSupport Operations Manager