Ashley Reese
Director, Call Center Operations
Lakewood,CA
Summary
Driven director and analytical problem-solver skilled in team building, leadership, and motivation. Exceptional at fostering customer relations and developing strong relationships. Adept at making independent decisions and exercising sound judgment to enhance company success. Committed to using training, monitoring, and morale-building techniques to improve employee engagement and performance. Self-motivated while valuing teamwork and effective collaboration. Experienced in policy implementation, productivity enhancement, and managing multi-site operations.
Overview
8
8
years of professional experience
Work History
Director Call Center Operations
Lead Driver LLC
04.2022 - Current
- Developed high-performing teams by providing mentorship, guidance, and opportunities for professional growth.
- Enhanced team collaboration through regular communication, goal setting, and performance evaluations.
- Established a culture of continuous improvement by fostering open communication channels and empowering employees to voice their ideas.
- Cultivated a positive work environment that fostered employee engagement, increased retention rates, and boosted overall team morale.
- Strengthened internal controls by reviewing existing policies and procedures, ensuring compliance with regulatory requirements.
- Monitored office workflow and administrative processes to keep operations running smoothly.
- Implemented innovative solutions to solve complex problems, resulting in increased productivity and streamlined operations.
- Leveraged professional networks and industry knowledge to strengthen client relationships.
- Evaluated employee performance objectively using established metrics, leading to fair compensation adjustments based on meritocracy principles.
- Leveraged data analytics insights for informed decision-making in critical areas such as forecasting, budgeting, or personnel management.
- Optimized operational processes using analytics tools to address client-specific metrics.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
Senior Customer Success Manager
Celsius
08.2021 - 05.2022
- Collaborated with sales, product, and support teams to ensure seamless onboarding and account management processes.
- Conducted regular business reviews with key stakeholders to track progress towards goals and identify areas for improvement.
- Served as the primary point-of-contact for strategic clients, ensuring timely resolution of issues and effective communication.
- Enhanced customer satisfaction by implementing personalized success strategies for key accounts.
- Established strong relationships with clients to build trust and loyalty, leading to long-term business partnerships.
- Streamlined internal workflows through cross-functional collaboration, improving overall efficiency within the customer success department.
- Trained new Customer Success Managers, setting them up for success in their roles through hands-on coaching and mentoring.
- Achieved revenue targets by managing renewals effectively and identifying upsell opportunities within existing accounts.
- Managed escalations effectively, resolving complex issues and preventing future occurrences.
- Implemented client feedback loops to inform product enhancements and better meet customer needs.
- Assisted customers with onboarding and product setup to foster successful adoption and usage.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
Senior Credit Risk Manager
Capital One
09.2019 - 08.2021
- Played an integral role in the development of strategic plans, incorporating credit risk considerations to ensure sustainable growth and profitability for the business.
- Strengthened client relationships through transparent communication regarding credit decisions and risk management strategies.
- Provided expert advice during negotiations with borrowers experiencing financial difficulties, working towards mutually beneficial resolutions that minimized losses.
- Reviewed and verified income, credit reports and employment histories for each borrower.
- Analyzed applicants' financial status and credit and property evaluations to determine loan feasibility.
- Devised collection recovery strategies to resolve customer issues and delinquent cases.
- Adhered to banking standards and government lending guidelines for loan services.
- Negotiated payment plans and loan terms with delinquent customers.
Call Center Supervisor
C3 - Customer Connection
08.2018 - 09.2019
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Trained team members on performance metrics and consumer behavior identification.
- Developed process controls and metrics for daily management of call center.
- Reduced average handle time through the implementation of effective call handling techniques and scripts.
- Enhanced team performance with consistent coaching, feedback, and development opportunities.
- Improved customer satisfaction by effectively resolving escalated issues and providing timely support.
- Maintained open lines of communication between management and staff, fostering a transparent workplace culture that encouraged collaboration and innovation.
- Promoted employee engagement by recognizing outstanding performance and rewarding top performers accordingly.
- Developed and implemented customer service policies and procedures.
- Reduced personnel turnover by developing and implementing performance evaluations to support corrective action planning.
- Executed Monthly Performance Plans with representatives to to identify production gaps.
District Manager
Starbucks
12.2016 - 08.2018
- Supervised various locations, enforcing high-quality standards of operation.
- Ensured compliance with company policies and procedures as well as federal/state regulations by conducting regular audits of operational practices at each location within the district.
- Boosted employee morale by creating a positive work environment that encouraged teamwork, collaboration, and professional growth opportunities.
- Oversaw successful store openings, coordinating logistics, staffing, training, and promotional efforts to ensure smooth transitions for new locations.
- Worked diligently to resolve unique and recurring complaints, promoting loyalty, and enhancing operations.
- Fostered an environment of open communication between management teams across the district to share best practices in operations optimization and problem-solving techniques.
- Optimized in-store merchandising and monitored inventory availability to increase sales.
- Managed escalated customer issues promptly, ensuring timely resolutions and maintaining positive relationships.
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
- Enhanced customer satisfaction by implementing a streamlined feedback system.
Education
Bachelor of Science - Business Administration And Management
El Camino College
Torrance, CA05.2016
High School Diploma -
Mira Costa High School
Manhattan Beach, CA05.2013
Skills
- Verbal and written communication
- People Management
- Operations Management
- Human Resources Management
- Cross-Functional Collaboration
- Data Analytics
- Customer Advocacy
- Performance Evaluations
- Decision-Making
- Customer Relationship Management (CRM)
- Team Recruiting and Hiring
- Salesforce CRM Software
- Customer Service
- Coaching and Mentoring
- Quality Assurance
- Call Monitoring
- TalkDesk, Zendesk, HubSpot, LiveAgent, Jira, ServiceTitan, ServiceNow, amongst others
- Microsoft Outlook, Word, and Excel
Timeline
Director Call Center Operations
Lead Driver LLC
04.2022 - Current
Senior Customer Success Manager
Celsius
08.2021 - 05.2022
Senior Credit Risk Manager
Capital One
09.2019 - 08.2021
Call Center Supervisor
C3 - Customer Connection
08.2018 - 09.2019
District Manager
Starbucks
12.2016 - 08.2018
Bachelor of Science - Business Administration And Management
El Camino College
High School Diploma -
Mira Costa High School
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