Ashley Perez
Lakeland,FL
Summary
Professional in client relationship management with track record of enhancing customer satisfaction. Skilled in strategic planning and execution, resulting in improved customer engagement and loyalty. Reliable team collaborator, known for adapting to dynamic environments and achieving consistent results.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Implementation Specialist
VetSource
07.2024 - Current
- Streamlined processes and reduced implementation timelines, leading to a reduction in time to value (TTV) by 55%.
- Increased customer satisfaction, providing expert guidance and support throughout the implementation process, resulting in CSAT ratings of 9.8/10, with a 30% completion rate.
- Increased marketing signups by 10%, contributing to higher client and company profits.
Customer Success Manager
Chewy Inc.
01.2023 - 03.2023
- Successfully supervised the transition of Petabyte Technology's Customer Support team to Chewy Inc.'s Healthcare Division Customer Success team during a corporate acquisition by Chewy Inc.
- Maintained a team-wide customer satisfaction score of 95% or above during the acquisition, ensuring a high level of service excellence.
Head of Customer Support
Petabyte Technology (SaaS Startup)
07.2021 - 12.2022
- Led and managed an international team of 10 customer support representatives, providing guidance, coaching, and conducting performance evaluations to ensure the delivery of high-quality, prompt service.
- Initiated and executed strategies to enhance customer satisfaction, including implementing weekly quality assurance checks, and conducting team training sessions, resulting in a sustained customer satisfaction score of 98%.
- Developed and implemented a comprehensive training program for new hires, reducing onboarding time, and increasing overall productivity.
- Successfully launched and expanded an internal knowledge base, resulting in a 120% increase in articles within Q4 2022.
- Conducted regular team and individual meetings to effectively communicate updates, share best practices, and address any concerns or challenges.
- Collaborated cross-functionally with other departments, such as product, development, and marketing, to actively address customer feedback and contribute to ongoing product and service enhancements.
Account Manager
Petabyte Technology (SaaS Startup)
02.2020 - 07.2021
- Responded to a high volume of user queries and support requests via chat, email and phone, consistently achieving a Customer Satisfaction (CSAT) rating of 90% or greater.
- Acted as the primary point of contact for all requests and tracked issues through to resolution, updating users once support tickets were completed.
- Produced bi-monthly feature updates for newsletters and other marketing materials, showcasing the latest enhancements and improvements.
- Collaborated closely with the Onboarding team during account migration, minimizing disruptions and maximizing satisfaction.
Business Development Rep
Embrace Pet Insurance
, FL
10.2017 - 11.2019
- Consistently met or exceeded monthly sales goals, while managing over 100 accounts.
- Nurtured and managed key accounts, and generated new leads through strategic cold calls, targeted email campaigns, and in-person visits.
- Actively participated in industry conferences and presentations to educate and enhance brand awareness.
Claims Adjuster
Embrace Pet Insurance
, OH
02.2016 - 10.2017
- Investigated and adjusted claims and appeals within the allowable limit of $15,000 with precision and attention to detail.
- Consistently achieved monthly accuracy and efficiency goals, demonstrating a strong commitment to quality work.
Head Veterinary Technician
Tremont Animal Clinic
12.2013 - 02.2016
- Developed surgical protocols for patients, overseeing their care from hospital admission to recovery and discharge.
- Prepared patients for surgery, closely monitoring them during procedures and serving as a surgical assistant.
- Trained and mentored junior team members on various procedures.
Overnight ER Technician
Veterinary Healthcare Associates
11.2011 - 08.2013
- Collaborated with emergency DVMs and other support staff to provide compassionate nursing care for hospitalized patients and pets requiring after-hours triage and treatment.
- Utilized Spanish-speaking skills to provide crucial assistance and support to the local Latino pet parent community, enhancing the hospital's reach and impact within the diverse community.
Overnight ICU Tech
Metropolitan Veterinary Hospital
08.2003 - 09.2011
- Provided exceptional nursing care for an average of 12 critical and post-surgical patients per night.
- Collaborated seamlessly with additional support staff and DVMs in a fast-paced environment to ensure prompt attention to all emergencies, and timely execution of treatments.
Education
Associate of Applied Science - Veterinary Technology
Cuyahoga Community College
Parma, OH01.2003
Skills
- Proficient in using customer support software (Intercom), customer relationship management software (Salesforce), Microsoft Office and Google Suite products
- Bilingual in English and Spanish, including written and verbal communication
- 7 years of remote work experience, demonstrating strong self-discipline, organization, time management and communication skills
- Experience in working in an early-stage start-up, with the flexibility to adapt to a fast-paced, dynamic, and ever-changing environment
Certification
- Veterinary Technician (Ohio, 2003)
- Veterinary Technician (Florida, 2023)
- Property and Casualty Adjuster (Indiana, 2016)
- Property and Casualty Producer (Florida, 2018)
Timeline
Implementation Specialist
VetSource
07.2024 - Current
Customer Success Manager
Chewy Inc.
01.2023 - 03.2023
Head of Customer Support
Petabyte Technology (SaaS Startup)
07.2021 - 12.2022
Account Manager
Petabyte Technology (SaaS Startup)
02.2020 - 07.2021
Business Development Rep
Embrace Pet Insurance
10.2017 - 11.2019
Claims Adjuster
Embrace Pet Insurance
02.2016 - 10.2017
Head Veterinary Technician
Tremont Animal Clinic
12.2013 - 02.2016
Overnight ER Technician
Veterinary Healthcare Associates
11.2011 - 08.2013
Overnight ICU Tech
Metropolitan Veterinary Hospital
08.2003 - 09.2011
Associate of Applied Science - Veterinary Technology
Cuyahoga Community College