Ashley Blake
Customer Experience Management
Lehi,UT
Summary
Enthusiastic leader experienced in driving team success by coaching and motivating team members to increase operational efficiency, and customer satisfaction. Strong people management skills coach, lead and develop employees. Eager to lead and contribute to team success through hard work, attention to detail and excellent organizational skills.
Offering commitment to Customer Experience with a company looking to grow. Focused on ensuring excellent service standards and maintaining high customer satisfaction.
Overview
2
2
Certifications
2
2
years of post-secondary education
14
14
years of professional experience
Work History
Guest Services Manager
Megaplex Theatres
Sandy, United States
10.2017 - Current
- Developed and implemented new Guest Services department with strategies to improve guest experiences and build loyalty.
- Created and delivered effective training materials for multiple departments.
- Collaborated with internal team members, as well as multiple departments to resolve customer concerns and deliver enhanced customer experiences.
- Established, monitored and maintained key performance indicators for Guest Services department.
- Partnered with business leaders to deliver services that support company objectives and consistent with corporate values and customer insights.
- Identified opportunities to improve Customer Experience and met with key stakeholders to review and implement any changes.
- Established and achieved KPI for Guest Services Department and individual performance through teamwork and being customer focused.
- Streamlined Guest Service procedures and policies by implementing companywide loyalty training.
- Assessed customer service trends and evaluated complaints to determine areas in need of enhancement and align teams to better meet customer demands.
- Evaluated interactions between employees and customers to assess personnel performance and implement strategies for customer satisfaction improvement.
- Enhanced department structure and workflows to increase coverage and team efficiency in face of dynamic demands.
- Adjusted job assignments and schedules to keep pace with dynamic business needs and customer demands.
- Compiled data highlighting key metrics to report information, determine trends and identify methods for improving company procedures and customer satisfaction.
Entrepreneur
Ashley Blake Photography
Lehi, UT
04.2013 - 12.2019
- Determined business plan, mission statement and vision.
- Established on loyal account base and long-term business relationships with clients.
- Planned and prepared for on-location and studio shoots.
- Photographed high-quality images for various print and digital projects.
- Downloaded images and provided artistic and technical image manipulation in Adobe programs.
- Edited, toned, captioned and uploaded photographs for publication.
- Reviewed images and selected best frames to present in client portfolio for purchase.
Senior Image Editor
Digital Blue Photography
Sandy, UT
11.2015 - 10.2017
- Digital photography services for large, on-site events with enterprise accounts.
- Maintained account services with closed-loop resolution during and after events.
- Inspected proofs to verify quality and determine needed adjustments and retouches.
- Performed advanced computer processing of images for new digital package offerings.
- Photographed high-quality images for various print and digital projects.
- Managed trainings, meetings, inventory, scheduling, event services, digital editing and order fulfillment.
Office Manager
Faces Photography
Sandy, UT
02.2014 - 10.2015
- Managed budgets, appointment scheduling, employee and event itineraries and accounts to improve productivity initiatives.
- Established workflow processes, maintained daily productivity and implemented modifications to improve overall business performance.
- Selected and set up appropriate props, backdrops and lighting.
- Photographed high-quality images for various print and digital projects.
- Shot photographs in controlled lab, field and remote environments.
- Edited, toned, captioned and uploaded photographs for publication.
- Inspected proofs to verify quality and determine needed adjustments and retouches.
- Increased sports photography sales by 30%.
- Improved client and B2B rapport through quality communication and services.
- Designed album displays for digital viewing or printing purposes.
Education
Associate of Applied Science - Business Management: Programming & Development
Eastern Gateway Community College
Ohio 04.2020 - 12.2021
Bachelor of Science - Information Technology
Franklin University
Ohio 09.2021 - Current
Certification
Customer XM Expert | Qualtrics
Accomplishments
- Employee of Excellence Award | Megaplex Theatres (October 2020)
- Presidents List | EGCC (June 2020 - June 2021)
- Humanitarian | Kings Kids Village - Nairobi, Kenya (May 2009)
Timeline
Bachelor of Science - Information Technology
Franklin University
09.2021 - Current
Customer XM Expert | Qualtrics
12-2020
Business Excellence | Disney Institute
09-2020
Associate of Applied Science - Business Management: Programming & Development
Eastern Gateway Community College
04.2020 - 12.2021
Guest Services Manager
Megaplex Theatres
10.2017 - Current
Senior Image Editor
Digital Blue Photography
11.2015 - 10.2017
Office Manager
Faces Photography
02.2014 - 10.2015
Entrepreneur
Ashley Blake Photography
04.2013 - 12.2019
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