Hi, I’m
Ashley McElyea
Little Rock,AR
Summary
Customer Operations and Support Strategy leader with 10+ years of experience scaling SaaS support operations, optimizing service delivery, and leading high-performing teams across healthcare and customer technology environments. Proven track record managing high-volume support workflows, SLA performance, escalation management, workflow optimization, and cross-functional initiatives across Product, Engineering, Customer Experience, and Implementation teams.
Experienced in operational transformation, support infrastructure development, Intercom implementation, workflow automation, and process improvement initiatives focused on scalability, customer experience, and operational efficiency. Recognized for combining technical problem-solving, operational leadership, and customer advocacy to drive measurable improvements in support performance and organizational alignment.
Overview
2012
years of post-secondary education
13
years of professional experience
Work History
AngelEye HealthLittle Rock, AR
Technical Support Operations Manager
03.2023 - Current
Job overview
- Lead technical support operations for a healthcare SaaS organization supporting NICU camera and clinical communication platforms across enterprise hospital systems nationwide.
- Manage high-volume Tier 1 and Tier 2 support workflows handling 1,500+ monthly tickets across SaaS applications, integrations, networking, hardware, and customer environments while maintaining SLA performance and escalation oversight.
- Monitor operational KPIs including FRT, resolution time, backlog trends, escalation volume, reopen rates, and customer experience metrics to drive workflow optimization and operational improvements.
- Serve as a primary escalation lead for complex technical issues involving SSO, HL7/ADT integrations, SaaS applications, networking, and enterprise customer environments.
- Led operational planning and workflow design during company-wide migration from Salesforce to Intercom, including automation strategy, ticket routing, escalation workflows, reporting structures, and support process optimization.
- Built scalable onboarding programs, SOPs, knowledge systems, and operational documentation to improve consistency, enablement, and team performance across a growing support organization.
- Partner cross-functionally with Product, Engineering, Implementation, and Customer Experience leadership to improve support scalability, operational efficiency, and customer outcomes.
- Support strategic initiatives involving workflow automation, AI-assisted support operations, analytics, and scalable customer operations processes.
Medic Sleep CareLittle Rock, AR
Operations Manager, Customer Experience
09.2020 - 03.2023
Job overview
- Oversaw day-to-day customer operations and patient support workflows for a healthcare services organization specializing in sleep therapy and patient care coordination.
- Managed escalations, onboarding, intake workflows, scheduling operations, and cross-functional communication to ensure operational efficiency and high-quality patient experiences.
- Led Tier 1 and Tier 2 support operations across multiple communication channels while maintaining service standards, workflow consistency, and issue resolution oversight.
- Developed SOPs, onboarding documentation, workflow improvements, and operational processes to improve scalability, reduce delays, and standardize customer interactions.
- Monitored operational KPIs, escalation trends, response times, and service performance metrics to identify process improvement opportunities and optimize workflows.
- Collaborated with providers, insurance teams, clinical staff, and external partners to resolve complex patient concerns and improve continuity of care and communication.
- Supported onboarding, coaching, and operational training initiatives to improve team performance, customer communication standards, and operational consistency.
Apex Communications - AT&TLittle Rock, AR
Territory Operations Manager
12.2012 - 09.2020
Job overview
- Led territory operations and customer experience initiatives across a high-volume retail and service environment, driving operational consistency, customer retention, and team performance.
- Managed and coached team members on operational execution, customer engagement strategies, performance accountability, and service delivery standards.
- Oversaw territory performance metrics, CRM utilization, and customer lifecycle management to support retention, operational planning, and business growth initiatives.
- Partnered with leadership to implement workflow improvements, streamline operations, and enhance customer experience standards across multiple locations.
- Conducted onboarding, training, and performance evaluations to support employee development, operational consistency, and continuous improvement initiatives.
- Analyzed operational and customer performance trends to identify process gaps, improve workflows, and support data-informed business decisions.
- Resolved escalated customer concerns while maintaining strong client relationships and supporting high-quality customer experiences.
Education
Cabot High SchoolCabot, AR
Skills
- Customer Operations & Support Strategy
- SaaS Support Operations
- Service Delivery Management
- Escalation & Incident Management
- SLA Development & Performance Optimization
- Workflow Architecture & Process Improvement
- Cross-Functional Leadership
- Customer Experience Operations (CX Ops)
- Support Infrastructure & Enablement
- Intercom Administration & Workflow Automation
- Freshdesk Administration
- Salesforce CRM & Support System Integrations
- Operational Strategy & Execution
- Team Leadership, Coaching & Performance Management
- Knowledge Base & SOP Development
- Change Management & Operational Transformation
- Data Analysis & KPI Reporting
- Technical Troubleshooting & Escalation Coordination
- Healthcare SaaS Operations
- 24/7 Support Environment Management
Timeline
Technical Support Operations Manager
AngelEye Health
03.2023 - Current
Operations Manager, Customer Experience
Medic Sleep Care
09.2020 - 03.2023
Territory Operations Manager
Apex Communications - AT&T
12.2012 - 09.2020
Cabot High School
05.2011