Ashley Jude
Willowick,OH
Summary
Experienced with leveraging data analysis to inform business decisions and optimize processes. Utilizes critical thinking to identify inefficiencies and recommend practical solutions. Track record of collaborating with cross-functional teams to achieve project goals and enhance operational performance.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Business Support Manager
BSI Financial Services
01.2024 - Current
- Enhanced profitability by reducing cost per loan by $52 per loan, cross functionality through careful expense, process management.
- Held meetings to communicate new policies and procedures to appropriate personnel
- Identified and managed service risks within company, recommending best practice enhancements and guidelines updates.
- Led change management initiatives that resulted in seamless transitions during corporate restructuring efforts or systems implementations.
- Reduced operational costs by negotiating vendor contracts and optimizing resource allocation.
- Drafted reports and documents to improve correspondence management, schedule coordination and recordkeeping.
Business Analyst
BSI Financial Services
09.2021 - 01.2024
- Actively participated in team meetings to share knowledge, exchange ideas, address challenges, and collaborate on potential solutions.
- Improved business processes by analyzing current practices and recommending optimization strategies.
- Collaborated closely with stakeholders to identify opportunities for process improvements and drive continuous innovation in the organization.
- Streamlined project management with effective communication and collaboration across cross-functional teams.
- Enabled data-driven decision making with advanced analytics tools, generating valuable insights for the organization.
Customer Care Supervisor
BSI Financial Services
10.2017 - 09.2021
- Coordinated with other departments to address interdepartmental issues impacting customer care outcomes.
- Established clear performance expectations, resulting in improved staff accountability and consistency in service delivery.
- Reduced employee turnover by implementing targeted training programs and performance evaluations.
- Enhanced customer satisfaction by resolving complex issues and providing exceptional service.
- Collaborated with cross-functional teams to develop solutions for recurring customer complaints.
Complaint Resolution Specialist
BSI Financial Services
10.2016 - 10.2017
- Maintained detailed records of all interactions and resolutions for future reference and analysis purposes, improving overall efficiency in handling similar cases down the road.
- Assisted colleagues in navigating challenging situations by sharing expertise and offering guidance when requested or needed.
- Managed high volumes of customer inquiries for efficient resolution, enhancing overall client experience.
- Coordinated with internal departments as needed to gather information on each individual case, facilitating a more accurate and timely response.
- Handled escalated calls calmly and professionally, ensuring that even highly dissatisfied customers felt heard and supported throughout the process.
- Exceeded performance targets consistently by prioritizing workload effectively and managing time efficiently during periods of high call volume or complex caseloads.
- Trained new team members on company policies and resolution techniques, ensuring consistency in service delivery across the team.
Customer Care Representative
BSI Financial Services
06.2015 - 10.2016
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Navigated multiple computer systems and applications to find information.
- Logged call information and solutions provided into internal database.
- Contributed to team success, consistently achieving call center performance metrics.
Customer Care Representative
Blair
08.2013 - 06.2015
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted call-in customers with questions and orders.
- Maintained a high level of product knowledge to provide accurate information and support to customers.
- Built rapport with customers through active listening and empathetic responses, fostering positive relationships.
Education
Bachelor of Business Management -
Clarion University of Pennsylvania
Clarion, PASkills
- Active listening
- Adaptability and flexibility
- Analytical Thinking
- Business continuity planning
- Business process mapping
- Creative solutions
- Cross-functional team leadership
- Decision-making
- Microsoft Excel
- Operations management
- Problem-solving
- Project management
Certification
- Lean Focus Workshop, 07/01/22
- Collaboration with McKinsey and Company, 10/01/22 - 10/01/24
- LinkedIn Learning – ‘Becoming a Product Manager’: A Complete Guide, 2023
- First Aid, CPR, AED Certified, 01/01/25
- Independent Homemaker Personal Care Provider, 03/01/25
Timeline
Business Support Manager
BSI Financial Services
01.2024 - Current
Business Analyst
BSI Financial Services
09.2021 - 01.2024
Customer Care Supervisor
BSI Financial Services
10.2017 - 09.2021
Complaint Resolution Specialist
BSI Financial Services
10.2016 - 10.2017
Customer Care Representative
BSI Financial Services
06.2015 - 10.2016
Customer Care Representative
Blair
08.2013 - 06.2015
Bachelor of Business Management -
Clarion University of Pennsylvania
Similar Profiles
Sheelu GargSheelu Garg
Support Analyst at BSI Financial ServicesSupport Analyst at BSI Financial Services
Katina WrenKatina Wren
Loss Mitigation Specialist at BSI Financial ServicesLoss Mitigation Specialist at BSI Financial Services
PRAHARSHA PENUMALAPRAHARSHA PENUMALA
Sr. GSE Reporting Analyst at BSI Financial ServicesSr. GSE Reporting Analyst at BSI Financial Services