Summary
Overview
Work History
Education
Skills
Certification
Timeline
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Ashley Fogah

New Rochelle,NY

Summary

Collaborative leader partnering with team member's to foster an engaged and empowering work culture. Demonstrated expertise in building and maintaining relationships with diverse stakeholders in dynamic, fast-paced settings. Possesses versatile skills in project management, problem-solving, and collaboration. Brings a fresh perspective and unwavering commitment to quality and success. Recognized for adaptability and a proactive approach in delivering effective solutions.

Overview

13
13
years of professional experience
1
1
Certification

Work History

Senior Client Success Manager

T-Mobile
06.2014 - Current
    • Cross-functional collaboration: Worked closely with IT teams, senior management, and third-party vendors to integrate security protocols into company's day-to-day operations and projects
    • Documentation: Maintained comprehensive records of security policies, incident reports, and compliance documentation, ensuring clear audit trail and accountability
    • Technology Expertise: Demonstrated proficiency in utilizing cutting-edge cybersecurity tools and technologies, such as SIEM (Security Information and Event Management) systems, intrusion detection systems, and penetration testing tool
    • Managed operational protocol in collaboration with other store managers to ensure consistency with messaging about T-Mobile brand
    • Responsible for attending district meetings to be up-to-date with all new policies and procedures
    • Successfully onboarded and trained new employees
    • Lead and Inspire team while setting clear expectations, providing feedback, and resolving conflicts
    • Responsible for engagement and participation of teams by ensuring reps deliver excellent customer service through one-on-one coaching and team building
    • Managed employee's professional development path for growth within company for promotions
    • In charge of communication strategies for individuals and teams through meetings, email, and group discussions
    • Work closely with vendors to establish strong relationships that parallel with culture of work
    • Responsible for managing and implementing daily/weekly team schedules
    • In charge of inventory and overseeing revenue count at close of business
    • Trained and guided team members to maintain high productivity and performance metrics.
    • Monitored daily cash discrepancies, inventory shrinkage and drive-off.
    • Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.
    • Presented and discussed projects with executives
    • Analyzed customer data to identify trends and develop strategies to improve customer success metrics.
    • Promoted team collaboration, performance, and efficiency by fostering healthy environments focused on mutual success.
    • Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
    • Evaluated employee performance and conveyed constructive feedback to improve skills.
    • Established performance goals for employees and provided feedback on methods for reaching those milestones.
    • Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
    • Developed and implemented successful staff incentive programs to motivate employees.
    • Assisted with hiring, training and mentoring new staff members.
    • Implemented business strategies, increasing revenue, and effectively targeting new markets.
    • Approved regular payroll submissions for employees.
    • 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.

Center for Private Security Administrative Coordinator

JOHN JAY COLLGE
08.2023 - 07.2024
  • Develop and maintain security program, including creating guidelines, objectives, seminars, and program requirements
  • Collaborate with relevant departments to ensure program aligns with organization's goals and needs
  • Conduct orientation sessions to familiarize students with organization, its culture, and program's expectations
  • Partnered with director to provide training, which may include security protocols, legal regulations, and industry best practices within security field
  • Schedule and confirm events and appointments for clients and professors
  • Oversee interns' day-to-day activities, ensuring everyone receive adequate support, resources, and guidance
  • Regularly communicate with interns to monitor progress and address any concerns or questions
  • Establish evaluation criteria and methods to assess students' performance in security classes and seminars
  • Conduct regular feedback sessions, identify areas for improvement, and provide constructive feedback to help students grow
  • Maintain accurate records of students activities, progress, and achievements
  • Create reports to share with team members and director and evaluate program's success
  • Analytical and critical thinking skills, interpreting data while making informed decisions based on project projections
  • Developed strong collaboration skills with marketing, Microsoft, and sales force software.
  • Oversaw appointment scheduling and itinerary coordination for both clients and personnel.
  • Delegated tasks to administrative support staff to organize and improve office efficiency.
  • Answered phone calls and responded to inquiries from customers, vendors and other external contacts.
  • Completed bi-weekly payroll for 20 employees

Training Store General Manager

Crumbs Bake Shop Inc.
07.2012 - 06.2014

    • Created excellent sales process to maintained fluent product knowledge
    • Handled hiring of employees, entered them into payroll platform, and trained all new employees
    • Drafted organizational training policy and procedures
    • Responsible for cash reports and in charge of inventory
    • Managed and trained new employees on food safety and procedure
    • Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
    • Approved regular payroll submissions for employees.
    • Rotated merchandise and displays to feature new products and promotions.
    • Prepared annual budget, scheduled expenditures and analyzed variances.
    • Drove and maintained solid operational processes, inventory management and inventory rationalization
    • Provided informal coaching and support, assisting and supporting store associates in sales and customer service.
    • Supported store opening by setting up office space, equipment and POS systems.
    • Assessed skill gaps for employees and developed training courses to meet identified needs.
    • Supervised and effectively trained 15 - 30 employees to decrease process lags and boost productivity.
    • Oversaw, trained, and encouraged store personnel, promoting culture of efficiency and performance.
    • Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.

Manager of Operations

Nespresso
12.2011 - 04.2012
  • Responsible for expert knowledge of the many varieties of Nespresso that the company offered
  • Handled the training of all new hires and tracked their knowledge of the product
  • Organized large coffee testing events and led educational seminars on the variety use of Nespresso
  • In charge or monthly account reports, data tracking, and created sale reports for the District Manager
  • Maintained excellent customer service when assisting customers and responsible for phone and website transactions.
  • Prepared yearly and quarterly budgets as well as effective strategies to consistently meet financial targets.
  • Showed associates how to improve customer interactions and increase sales with successful communication and consultative strategies.
  • Empowered customers to make informed decisions by educating on product and service offerings and current industry trends.
  • Tracked store inventory and coordinated new purchases to keep adequate merchandise on hand for sustained sales.
  • Kept morale high with high-energy, collaborative leadership style, regularly incorporating employee feedback and tapping employees for important projects.
  • Collected and analyzed KPI information to track trends and make proactive changes to business operations plans.
  • Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
  • Defined clear targets and objectives and communicated to other team members.
  • Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
  • Identified and resolved unauthorized, unsafe, or ineffective practices.
  • Partnered with vendors and suppliers to effectively manage and budget.
  • Directed initiatives to improve work environment, company culture or overall business strategy.

Education

Bachelor of Science - Security System Technology

John Jay College of Criminal Justice
New York, NY
06.2024

Skills

  • Project Management
  • Partnership Building
  • Revenue Generation
  • Operations Management
  • Risk Management
  • Relationship building and management
  • Team Building and Leadership
  • Strategic thinker
  • Multitasking and Organization
  • Recruitment and hiring
  • Leadership Development
  • Systems Analysis
  • Technical consulting
  • Cybersecurity
  • Information Security
  • Application support
  • Leadership training
  • Program implementation

Certification

Coursera: Google Cyber Security Certificate

Timeline

Center for Private Security Administrative Coordinator

JOHN JAY COLLGE
08.2023 - 07.2024

Senior Client Success Manager

T-Mobile
06.2014 - Current

Training Store General Manager

Crumbs Bake Shop Inc.
07.2012 - 06.2014

Manager of Operations

Nespresso
12.2011 - 04.2012

Bachelor of Science - Security System Technology

John Jay College of Criminal Justice

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Ashley Fogah