ASHLEY RANDAZZO
Austin,US
Summary
Passionate senior manager with proven success in fast-paced, high-growth team development and leadership in tech-enabled companies. Highly skilled in collaborating across large organizations and multiple departments to achieve business goals and ensure effective delivery of support teams to millions of daily active users/customers.
Overview
12
12
years of professional experience
Work History
Senior Community Care Analyst
Meta / Facebook (Accenture/ProUnlimited onsite)
10.2017 - 02.2020
- Hired initially into Account Services, assisting customers with account access
- Re-assigned into the Content Moderation department responsible for reviewing customer content under review.
Operations Manager
Meta / Facebook (Accenture/ProUnlimited onsite)
10.2016 - 02.2020
- 1 of 2 Operations Managers collaborating to oversee the expansion of the fast-growing Content Moderation department
- Tasked initially with added 50 additional employees over 3 months
- Successfully evaluated, tested, approved, and on-boarded the new employees and integrated them into teams
- High-stress, fast-paced environment processing highly sensitive content required managing employee counseling in addition to normal operations
- Maintained high retention standards despite challenges of sensitive content
- Directly managed up to 7 team leads, each managing up to 30 employees
- Enhanced scheduling for 400+ employees across 3 shifts
- Responsible for the team's quantity and quality of work standards to ensure proper input training of new Artificial Intelligence software
- Created and managed forecast and capacity plans to determine the probable requirements of incoming projects
- Developed mitigation plans for ongoing platform issues aimed at meeting and exceeding KPI/SLA requirements
- Ensured seamless functionality of hardware and operating systems by uncovering and remediating complex problems while formulating a go-to green action plan
- Decreased 40% of misunderstandings and miscommunication within two months by implementing new training.
Senior Operations
Wilton Re
12.2022 - Current
- Lead multiple projects transitioning operations from legacy to modernized systems
- Ensured seamless implementation and minimized disruptions through comprehensive planning and cross-functional coordination
- Proposed innovative solutions for enhanced efficiency based on thorough analysis
- Monitor progress using key performance indicators, optimizing resources, and prioritizing change management
- Improved efficiency, cost savings, and enhanced customer experiences through a focus on quality and risk management
- Streamlined vendor communication and collaboration processes, reducing response time by 30% and ensuring timely resolution of issues and concerns
- Conducted thorough analysis of existing processes and systems, identifying opportunities for improvement and efficiency gains, and recommended innovative solutions to enhance operational effectiveness
- Conducted post-implementation reviews, gathering stakeholder feedback and implementing improvements that led to a 15% reduction in post-conversion issues and support tickets
- Skilled in data analysis using Tableau and SQL, transforming raw data into actionable insights
Senior Operations Manager
Next Insurance
02.2020 - 12.2022
- Recruited to establish 5 new operations/service teams for this fast-growing tech-enabled insurance provider targeted to the small business market
- Planned and directed the execution of overall operations management initiatives with a keen focus on ensuring seamless workflow
- Coordinated with cross-functional teams and departments
- Hired, trained, managed, and mentored staff to augment overall performance and productivity
- Facilitated implementation of Artificial Intelligence areas by reviewing data, processes, and procedures
- Leverage data-driven strategies to ensure organizational success
- Enhanced participation from 20% to 65% within three months and ensured audit closures by establishing a self-service portal for online customers
- Slashed incoming training request channels from 3 to 1 by executing JIRA processes via KPIs
- Boosted $9.3M revenue from insurance premiums within three months by leading/increasing team members from 4 to 20
- Saved 90 hours of manual work each week by identifying and automating manually-intensive tasks.
Senior Litigation Paralegal
Thompson Coe Cousins and Irons
01.2016 - 09.2016
Tax Litigation Paralegal
Ryan Law Firm, L.L.P.
01.2014 - 01.2016
Litigation Paralegal/Pre-Litigation Legal Assistant
Lorenz & Lorenz, L.L.P.
01.2012 - 01.2013
Education
Bachelor of Science in Applied Sociology with a Minor in Criminal Justice -
Texas State University
San Marcos, TX01.2012
Skills
- KPI Reporting
- Strategic Planning
- Operational Excellence
- Operations Management
- Technology Integration
- Employee Coaching
- Vendor Management
- Customer Service
- Problem Solving
- Quality Assurance
- Team Leadership
- Performance Management
Timeline
Senior Operations
Wilton Re
12.2022 - Current
Senior Operations Manager
Next Insurance
02.2020 - 12.2022
Senior Community Care Analyst
Meta / Facebook (Accenture/ProUnlimited onsite)
10.2017 - 02.2020
Operations Manager
Meta / Facebook (Accenture/ProUnlimited onsite)
10.2016 - 02.2020
Senior Litigation Paralegal
Thompson Coe Cousins and Irons
01.2016 - 09.2016
Tax Litigation Paralegal
Ryan Law Firm, L.L.P.
01.2014 - 01.2016
Litigation Paralegal/Pre-Litigation Legal Assistant
Lorenz & Lorenz, L.L.P.
01.2012 - 01.2013
Bachelor of Science in Applied Sociology with a Minor in Criminal Justice -
Texas State University
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