Ashley Conti
Des Plaines,Il
Summary
Dynamic and results-driven operations professional with over 5 years of experience as an Office Manager and Community Manager, who has worked their way up to gain experience in workflows, system integrations, chat bot, and customer insights. Proven track record of collaborating with cross-functional teams to drive innovation and enhance customer onboarding experiences. Excellent problem-solving and communication skills with a passion for technology startups and improving customer journeys.
Overview
16
16
years of professional experience
Work History
Office Operations Manager
Institute of Food Technologists
01.2017 - Current
- Designed and implemented chatbot workflows using Intercom for seamless onboarding experiences, resulting in an 80% customer satisfaction
- Collaborated interdepartmentally to create a cohesive customer experience through intercom
- Captured and analyzed customer insights within bot flows, leading to improving the customer onboarding journey
- Managed the feedback loop from onboarding experiences to product teams to improve overall customer journey
- Proactively identified and implemented new customer onboarding experiences, staying ahead of industry trends
- Developed and implemented new onboarding processes for new hires, enhancing employee integration and satisfaction
- Established a desk booking system through a platform called Scoop and later redesigned it to save costs by utilizing Microsoft tools and existing resources.
Administrative Intern
After School Matters
01.2015 - 01.2017
- Inspected the accuracy of program logistics and concerns entered and maintained sensitive information into a database
- Captured and utilized insights to drive improvements in student engagement and satisfaction
- Supported cross-functional collaboration between administrative, operational, and program teams.
Store Manager
Burlington Mattress
01.2012 - 01.2014
- Managed daily store operations, including customer service, inventory management, and sales strategies
- Developed and implemented customer engagement initiatives to increase sales.
Customer Service Area Manager
Don’t Shoot the Messenger/Go Configure
01.2009 - 01.2011
- Managed customer service operations, ensuring high levels of customer satisfaction and retention
- Implemented process improvements that increased efficiency and reduced response times.
Education
Bachelor’s Degree -
Northeastern Illinois University
Chicago, IL01.2017
Skills
- Technical Skills: Chatbot Development, CRM Tooling (Intercom), SMS Tools, Personify, Scoop
- Customer Management: Capturing and Analyzing Customer Data, Customer Lifecycle Improvement
- Collaboration: Cross-Functional Teamwork, Feedback Management
- Innovation & Strategy: Identifying New Onboarding Experiences, Staying Ahead of Trends, Strategic Thinking, Overcoming Challenges
- Communication: Verbal and Written Communication, Complex Idea Conveyance
- Training: Staff Training
Additional Information
Passionate about technology startups and innovation in customer experience., Experience in early-stage technology startups., Excellent organizational and time management skills.
References
References available upon request.
Timeline
Office Operations Manager
Institute of Food Technologists
01.2017 - Current
Administrative Intern
After School Matters
01.2015 - 01.2017
Store Manager
Burlington Mattress
01.2012 - 01.2014
Customer Service Area Manager
Don’t Shoot the Messenger/Go Configure
01.2009 - 01.2011
Bachelor’s Degree -
Northeastern Illinois University
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