Ashley Kelly
Somerset,NJ
Summary
Astute Business Operations Manager focused on supporting cross-functional teams to increase customer satisfaction through process improvements. Respectful and respected professional with exceptional knowledge of developing strategic plans for service excellence. Seasoned management professional successful at establishing excellent working relationships with customers, employees, vendors and contractors.
Overview
17
17
years of professional experience
Work History
Manager of Business Operations
Modern Motion Dance School
09.2024 - Current
- Reviewed company's strategic plans and developed departmental goals and standards to support vision.
- Streamlined business processes by analyzing current procedures and implementing necessary improvements.
- Oversaw day-to-day business operations on sales floor by fostering deep professional relationships with wholesale contacts and customers.
- Oversaw financial management, ensuring accurate forecasting, budgeting, and reporting to support informed decision making.
- Spearheaded change management initiatives to successfully integrate new processes or technologies into existing operations.
- Negotiated with vendors to secure better pricing and terms, leading to improved profit margins.
- Oversaw implementation of new CRM system, improving data accuracy and accessibility for sales team.
Client Services Supervisor
Budd Van Lines
04.2016 - Current
- A Client Services Supervisor and a Certified Relocation Professional that leads and manage complex corporate relocation projects for national accounts in the transportation and railroad industry overseeing domestic, international, and commercial relocation
- Manage a team of 25 Relocation Coordinators, both remote and onsite within the USA, to ensure compliance with the company's guidelines
- Manage move order assignments, escalations, customer inquiries, client reporting, budgeting, estimates, system training, and audits on 20+ corporate accounts
- Handles all freight forwarding documents, negotiates contracts with clients, and assists with planning escalations and dispatching of drivers.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Reviewed existing accounts and provided recommendations for increases to credit lines.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Served as a trusted advisor for both internal and external stakeholders, providing guidance on best practices for delivering outstanding client service.
- Contributed to the development of company-wide policies surrounding client engagement, ensuring a cohesive approach to managing relationships with key accounts.
Customer Service Representative
M.S.I Surfaced
01.2013 - 04.2016
- Managed the facilitation of purchase orders from start to finish, including price analysis and assessments for the inbound/outbound tracking of natural stone shipments
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Liaison in satisfying and resolving emerging orders and escalations faced by customers
- Assisted with picking and packing for shipments in the warehouse, freight logistic scheduling, and box truck routing.
Special Call Center Operator
Nyc 311
03.2008 - 04.2011
- Answered a telephone line in response to non-emergency requests
- Provided information to the public regarding City initiatives, programs, and resources
- Listened to the needs and concerns of NYC citizens, asked relevant questions, and gathered appropriate information to address their concerns.
- Demonstrated resilience in high-stress situations, consistently maintaining a calm demeanor and professional tone when assisting challenging customers.
- Enhanced customer satisfaction by efficiently handling high call volumes and promptly addressing inquiries.
Education
Associate of Business Administration - Business Administration And Management
Global Business Institute
New York, NY12.2009
Skills
- Project Management
- Operations Management
- Microsoft Office proficient
- Staff Management
- Logistics Management
- Client Service
- Business Administration
- Analytical Skills
Affiliations
- Diversity Council - Budd Van Lines
- C.A.R.E Committee - Budd Van Lines
- PTO President - Central Jersey Enrichment Center
Timeline
Manager of Business Operations
Modern Motion Dance School
09.2024 - Current
Client Services Supervisor
Budd Van Lines
04.2016 - Current
Customer Service Representative
M.S.I Surfaced
01.2013 - 04.2016
Special Call Center Operator
Nyc 311
03.2008 - 04.2011
Associate of Business Administration - Business Administration And Management
Global Business Institute
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