Ashley Helyar
Vancouver,WA
Summary
High achieving professional with a demonstrated ability to identify business needs and drive projects to exceed expectations and drive results. Detail oriented and passionate about working in highly collaborative environments to solve complex problems while modeling positive culture.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Program Coordinator
Clark County Public Health
2023.03 - Current
- Develop and maintain relationships with external partners to facilitate program operations.
- Kept program-related data accurate, up-to-date, and easily accessible for accessibility.
- Provided ongoing direction and leadership for program operations.
- Collaborated with various teams to uncover issues, identify applicable solutions, and offer guidance.
- Schedule and supervise staff meetings to discuss new ideas and update participants on program details and milestones.
- Collaborate with other program coordinators to achieve consistency in program objectives and services.
CX Operations Lead
Lively, Inc
2022.10 - 2023.01
- Developed strategic project plans to guide decisions aligned with company's vision and goals.
- Performed quality control and monitored production efforts.
- Enhanced operational performance and reduced labor expenses by developing and optimizing standard practices.
- Assisted customers with questions and problems to build brand loyalty and cultivate lasting business relationships.
- Collected customer feedback and made business adjustments to improve retention and satisfaction.
- Oversaw problem resolution to address barriers to operational efficiency.
- Coordinated internal assignments, scheduling, and communications to extend informational transparency and workforce management.
- Collaborate with management on departmental policy development and implementation.
- Document daily operations activities in Confluence.
- Served as the designated CX contact for external business partnerships.
Member Support Team Lead
Lively, Inc
2021.10 - 2022.10
- Acted as the Subject Matter Expert (SME) for all customer service and operational tasks for partners and cross-functional team members within Finance, Account Management, Legal & Compliance, and Application Support to drive company-wide initiatives for customer success
- Spearheaded the learning & onboarding program that all Associates participate in upon hire resulting in over 1,000 pages of documentation and learning materials
- Responsible for coaching and enabling associates to focus on CSAT above 92%
- Collaborated with departmental leaders to establish organizational goals, strategic plans, and objectives.
- Prepared evaluations of software and hardware and recommended improvements and upgrades to product team
- Participate in key stakeholder meetings weekly to ensure focus on retention, customer satisfaction, and improvement measures
- Utilized ticketing system to track customer requests and prioritize urgent needs.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Troubleshot hardware, software, and network issues to identify and rectify discrepancies.
- Provided feedback to product development and engineering teams on customer needs and issues for enhancements.
Member Support Associate
Lively, Inc
2021.01 - 2021.10
- Created, prepared, and delivered reports to various departments.
- Proactively addressed and implemented efficiency improvement initiatives to increase retention.
- Created 120 policies and procedures that were rolled out to the entire department (50 people).
- Created bug reports in Jira for reproducible product issues.
- Assisted customers with complex issues related to HSAs and FSAs.
- Displayed flexibility to adapt to quarterly policy changes and database re-organization.
Case Manager
Columbia River Mental Health Services
2019.04 - 2020.04
- Developed and implemented comprehensive case management plans to address client needs and goals.
- Coordinated services with other agencies, community-based organizations, and healthcare professionals to provide useful benefits to clients.
- Assisted clients in navigating housing, legal services and public benefits to gain access to valuable resources.
- Monitored clients' progress and tracked client services to provide crisis interventions.
- Partnered with physicians, social workers, activity therapists, nutritionists, and case managers to develop and implement individualized care plans and documented patient interactions and interventions in electronic charting systems.
Office Manager
Discover Chiropractic and Wellness
2018.07 - 2019.04
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Responsible for team events, company-wide celebrations, and recognition program for associates.
Education
Bachelor of Arts - Psychology
University of Hawaii - West Oahu
Kapolei, HI12.2015
Skills
- High Growth Tech Startup Experience
- Project Management
- Strategic Planning
- Process improvements
- Emotional Intelligence
- Jira
- Google Suite
- Confluence
- Figma
- Miro
- LucidChart
- Smartsheet
- Microsoft
- Hiring and recruitment knowledge
Certification
- Certified Associate Project Manager, Project Management Institute - In Progress
- Project Management, Google - January 2023
- Project Management, Smartsheet - April 2023
Timeline
Program Coordinator
Clark County Public Health
2023.03 - Current
CX Operations Lead
Lively, Inc
2022.10 - 2023.01
Member Support Team Lead
Lively, Inc
2021.10 - 2022.10
Member Support Associate
Lively, Inc
2021.01 - 2021.10
Case Manager
Columbia River Mental Health Services
2019.04 - 2020.04
Office Manager
Discover Chiropractic and Wellness
2018.07 - 2019.04
Bachelor of Arts - Psychology
University of Hawaii - West Oahu
- Certified Associate Project Manager, Project Management Institute - In Progress
- Project Management, Google - January 2023
- Project Management, Smartsheet - April 2023
Similar Profiles
Melodie BianchiniMelodie Bianchini
Infectious Disease Epidemiologist at Clark County Public HealthInfectious Disease Epidemiologist at Clark County Public Health
IVY BRAIMAHIVY BRAIMAH
Epidemiologist at LA County Public HealthEpidemiologist at LA County Public Health
Maria Isabel LuceroMaria Isabel Lucero
Associate Engineer at Clark County Public WorksAssociate Engineer at Clark County Public Works