Ashley Chagnon
Skylight
Scottsdale,AZ
5
years of professional experience
Work History
Customer Concierge (Promoted)
5 Months- Provide tailored 1:1 customer support for Skylight Calendar and Frame customers through purchase, activation, setup, and ongoing device use.
- Respond to customers daily across high-volume phone, chat, social media, and email channels through Zendesk.
- Resolve escalated customer issues involving complex hardware and software challenges with Skylight devices, while sharing trend, forecast, and niche use-case insights with engineering.
- Identified ticket and customer feedback patterns, enabling teams to respond quickly to emerging issues.
- Built and refined macros, enhancing response efficiency for customer inquiries.
- Supported project-based initiatives, enhancing team performance and improving customer experience.
- Monitor social channels, including ad comments, DMs, and Facebook group activity, while supporting customer engagement.
- Partner with cross-functional teams to troubleshoot customer issues and drive solutions.
- Promoted August 2025.
Community Engagement Specialist
5 Months- Monitored and supported the Skylight Calendar Facebook group, fostering community engagement and responsiveness.
- Responded to Meta ad comments and direct customer messages across Meta, Reddit, TikTok, and YouTube, addressing questions and concerns to enhance user experience.
- Examined member posts for adherence to community guidelines and enforced compliance.
- Compiled monthly reports on engagement metrics and customer sentiment to inform community strategy.
- Created macros, FAQs, and engagement tactics aligned with brand voice.
- Provided customer support through phone, email, chat, and video calls in Zendesk.
Social Media/Customer Service Representative
1 Year 11 Months- Executed targeted social media campaigns to enhance brand awareness, raising visibility across multiple platforms.
- Supported all social media channels, driving 30% higher engagement through community-centered tactics and content.
- Oversaw daily interactions in a Reddit community of over 55,000 members to foster engagement.
- Built monthly content calendars to improve posting consistency.
- Worked with internal teams to create strong visual content and community initiatives.
- Responded to customer inquiries through phone, email, and chat support.
- Answered customer inquiries and provided accurate information regarding products and services.
- Documented customer interactions in CRM records and case notes.
- Escalated complex issues to supervisors and specialized support teams.
Senior Social Media Account Executive
5 Months- Executed social media strategy for clients including Disney Baby, Arizona Lottery, and Reserve at Red Rock Canyon, enhancing brand presence.
- Managed influencer campaigns that drove 1M+ impressions and increased client visibility by 20%.
- Delivered strategic guidance and brand-aligned content that consistently exceeded KPIs by 15%.
- Built content calendars that raised engagement rates by 28% across client accounts.
- Facilitated monthly client meetings, presenting metric reports that ensured alignment with client goals.
Social Media Specialist (Contract)
3 Months- Created social calendars that increased post engagement across LinkedIn, Facebook, and Instagram by 22%.
- Supported major campaigns, including Jeni's Ice Cream campaign and NextivaOne launch, generating 500k+ impressions.
- Managed community messages and escalation support, cutting response times by 30%.
- Coordinated content production for corporate social accounts, managing photoshoots and video shoots to enhance visual storytelling.
- Fulfilled a 3-month contract role in marketing, focusing on social media strategy.
Social Media Manager
1 Year 9 Months- Managed 9 client accounts and built monthly content calendars, increasing average engagement by 25%.
- Developed tailored content calendars and strategies for each client to enhance engagement.
- Optimized content for SEO, increasing website traffic through social referrals by 20%.
- Delivered monthly analytics and KPI assessments to inform and adjust client strategies.
- Scheduled daily content using social media management tools.
- Tracked platform performance and prepared reports to evaluate effectiveness of social media initiatives.
Education
Bachelor of Arts - History
Skills
Customer service and social media professional providing 1:1 support across the customer lifecycle
managing high-volume phone
chat
email
and social interactions via Zendesk and social platforms. Background in social strategy
community engagement and management
analytics
and team leadership
with a strong focus on improving customer experience and operational efficiency.
Zendesk ticketing
Hardware troubleshooting
High-touch
1:1 customer support - Hardware & software troubleshooting - Empathetic communication & de-escalation - Zendesk (tickets
macros
reporting) - Social media moderation & engagement - CSAT-focused support - Analytics & Reporting - Community Engagement - Social Media Content Creation - Content Calendar creation - Community Management - Influencer and Campaign support
Social channel management
Timeline
Customer Concierge (Promoted)
Skylight
08.2025 - 01.2026Read More
Community Engagement Specialist
Skylight
03.2025 - 08.2025Read More
Social Media/Customer Service Representative
Organic Legion
02.2023 - 01.2025Read More
Senior Social Media Account Executive
OH Partners
08.2022 - 01.2023Read More
Social Media Specialist (Contract)
Nextiva
05.2022 - 08.2022Read More
Social Media Manager
Loud and Clear Marketing
08.2020 - 05.2022Read More
Southern New Hampshire University
Bachelor of Arts from History
Read More