ASHLEY LOPEZ
Newark,NJ
Summary
Program Manager candidate with 3+ years of progressive Program Management experience across Customer Service operations and technical product development. Active member of the CAS PM team. Excels at driving operational efficiency by developing automated tools that delivered 40%+ process improvements. Proven cross-functional leader in AI/ML implementation and Quality Intelligence.
Overview
4
4
years of professional experience
Work History
Customer Service Supervisor
Audible
Newark, USA
04.2024 - Current
- Operational Excellence: Supervised 15+ representatives while maintaining exceptional quality, achieving 96.0% QAT performance YTD (vs. 80% goal).
- COE Program Alignment: Contributed to the CAS PM team, supporting the standardization of Knowledge Management protocols and VoC reporting frameworks.
- Thought Leadership: Presented automated AI tools at Audible's Generative AI Innovation Summits to senior leadership and cross-functional audiences.
Technical Product Manager - TTS Innovation (Special Project)
Audible
Newark, USA
01.2025 - 08.2025
- AI/ML Implementation: Led LLM script generation using AWS Bedrock Nova across 19 locales, directly supporting Audible’s A for C ACX initiative.
- Quality Intelligence: Designed comprehensive data extraction systems and established quality thresholds (MOS 3.5+) for objective voice selection.
- Program Leadership: Managed Data Analyst capacity and collaborated with Engineering and Data Scientists on product feature launches.
Senior Customer Experience Specialist
Audible
Newark, USA
01.2022 - 04.2024
- Technical Resolution: Achieved 92% first-contact resolution rate maintaining 4.5/5 satisfaction.
- Product Integration: Collaborated with Product/Engineering teams, contributing to 12 enhancements.
Education
Bachelor of Technology - Computer Engineering
Bloomfield College
01.2020
Skills
- AI/ML Implementation and Rapid Prototyping
- AWS and Python proficiency
- Process Optimization and Operational Innovation
- Design Thinking and Solution Architecture
- Quality Intelligence and Knowledge Management
- Data-Driven Decisions and Actionable Insights Generation
- Cross-Functional Collaboration and Technical Translation
- Quality Management and Metrics
- Stakeholder Management and Agile Methodology
Key Technical Projects
- ECT Transfer Decision Wizard (Self-Service Enablement), Reduced escalation decision time by 40% (20-45 min to 10-15 min) for ACE, CAS, and VRM teams.
- RCA Tool & Analytics Dashboard (Quality Intelligence/VoC), Automated Root Cause Analysis system, cutting completion time from 2-3 hours to 30 minutes; includes comprehensive tracking and SLA monitoring.
- Blurb Validator Pro (Quality Intelligence), Built an innovative validation system ensuring 100% QAT scores through automated quality checks.
- CS Ops Knowledge Hub (Knowledge Management, In Development), AI-powered 'ChatGPT for CS Assistant' knowledge retrieval system targeting 75% faster knowledge retrieval.
Timeline
Technical Product Manager - TTS Innovation (Special Project)
Audible
01.2025 - 08.2025
Customer Service Supervisor
Audible
04.2024 - Current
Senior Customer Experience Specialist
Audible
01.2022 - 04.2024
Bachelor of Technology - Computer Engineering
Bloomfield College