Ashley Hallenbeck
Albany,New York
Summary
Management professional with knack for strategic planning and operational excellence bringing wealth of experience in team leadership and optimizing processes. Known for fostering collaborative environments and driving results seamlessly adapt to changing requirements and ensure consistent performance. My communication and conflict resolution skills are assets valued by employers.
Overview
18
18
years of professional experience
Work History
Associate Manager, Customer Experience
Taconic Biosciences, Inc.
01.2022 - Current
- Manages team of Order Management Specialists, and Order Resolution
- Assures that resources are appropriately allocated and that priorities are set when there are conflicting demands on organization
- Prepare performance reports by collecting, analyzing, and summarizing data and trends
- Maintenance and coordination of orders, credits, and complaints via Salesforce / NetSuite
- Monitor and report customer satisfaction / feedback to ensure compliance with service level agreements, issue resolution, and process improvements
- Partner and build productive working relationships with direct reports, peers, leadership, and other departments
- Oversee hiring, onboarding, training, career development, and performance management
- Make decisions about business policies, managing risks and resolving employee issues
- Accountable for management and upkeep of department data in Salesforce, Oracle, and other databases
- Write SOP’s for critical department functions and coordinate acceptance of SOP’s by QA and related departments
- Make recommendations and/or take corrective action to manage performance as appropriate and be an integral part of the disciplinary and termination process
- Mentored and supported 15 Customer Experience department employees to create strong workplace culture.
Global Shipping Coordinator, Customer Experience
Taconic Biosciences, Inc.
01.2013 - 01.2022
- Proficient in preparing, editing, and verifying all order-related documents for Taconic customers
- Experienced in ensuring compliance with country-specific requirements for shipments to China, Asia-Pacific, and Europe
- Skilled in coordinating with transportation departments and delivery agents to ensure timely and safe delivery
- Knowledgeable in optimizing systems such as Salesforce and NetSuite to support global shipments
- Capable of evaluating credit requests, approving credit requests, re-shipments, or replacement orders
- Dedicated to maintaining positive customer relationships and providing exceptional customer service
- Support Order Management team with orders, live chat, and phone calls as needed to meet business requirements
Customer Experience Representative, Customer Experience
Taconic Biosciences, Inc.
01.2007 - 01.2013
- Skilled in resolving customer challenges, complaints, and issuing credits or re-shipments as needed
- Negotiates with internal departments and customers to meet order demands during supply shortages
- Responsible for customer order placement, complaint logging, and resolution process
- Efficiently resolves customer issues by investigating complaints and providing justifications for actions
- Ensures customer satisfaction and timely delivery through effective communication and problem-solving skills
Education
Early Childhood Education - no degree
Hudson Valley Community College
Troy, NY05.2002
Skills
- Windows XP
- MS Office
- Excel
- PowerPoint
- Outlook
- Salesforce
- Netsuite
- Professionalism
- Motivation
- Organization
- Team leadership
- Staff training
- Conflict resolution
- Time management
- Hiring processes
- Workforce development
- Goal setting
- Task delegation
- Process improvement
- Cross-functional team
- Performance metrics
- Problem solving
- Customer feedback
Timeline
Associate Manager, Customer Experience
Taconic Biosciences, Inc.
01.2022 - Current
Global Shipping Coordinator, Customer Experience
Taconic Biosciences, Inc.
01.2013 - 01.2022
Customer Experience Representative, Customer Experience
Taconic Biosciences, Inc.
01.2007 - 01.2013
Early Childhood Education - no degree
Hudson Valley Community College
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