Hi, I’m
Ashley Teegarden
Nampa,ID
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading, and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring, and morale-building abilities to enhance employee engagement and boost performance.
Overview
9
years of professional experience
Work History
Guidant Financial Group
Lead/Operations Team Supervisor
04.2020 - Current
Job overview
- Directly support and manage a full-service 401(k) third-party administration team consisting of three different roles, client service account representatives, 401(k) plan administrators, and account processors
- Ensure that over 2500 small business owner clients receive their Form 5500 on time annually
- Review accounts and file 5558 extensions as needed to provide additional time for the team to meet deadlines.
- Maintain 1:1 bi-monthly check-ins with each team member to discuss individual KPI performance, metrics, and expectations specific to their role
- Partner with human resources to manage employee relations and performance improvement plans for individuals not meeting expectations
- In this role I handle, and support client escalations as needed, providing a detailed plan to complete the work and check-in in to ensure that the team is meeting the targets as agreed upon
- Manage team production expectations to ensure that they align with department expectations and metrics, including ensuring that the clients form 5500 filings are completed timely for IRS-mandated deadlines
- Hold weekly meetings with the team to ensure that they understand team production expectations and the monthly pace
- Process improvement driven (LEAN methodology) and have implemented process improvement changes in complex administration work that has resulted in a 235% increase in production in the past 6 months and team personal best each of the last 5 months
- Support and review portal enhancement requests, conduct user testing, review UI and UX portal issues, and collaborate across departments to continue to advocate for team and client experiences
- Maintain relationships with BPO business partners and BPO members including reporting their team members' production and performance.
- Assist in recruiting, hiring, and training team members.
- Schedule employees for shifts, taking into account customer traffic and employee strengths.
- Cultivate and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Manage and motivate employees to be productive and engaged in work.
- Motivate and trained employees to maximize team productivity.
- Handle problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Assist in organizing and overseeing assignments to drive operational excellence.
- Maintain a professional, organized, and safe environment for employees and patrons.
- Resolve staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Establish performance goals for employees and provided feedback on methods for reaching those milestones.
- Maximize performance by monitoring daily activities and mentoring team members.
- Monitor project performance to identify areas of improvement and make adjustments.
- Track project and team member performance closely to quickly intervene in mistakes or delays.
- Schedule employees for shifts, taking into account customer traffic and employee strengths.
- Cultivate and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Track employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Coordinate with our multiple business services teams and clients to ensure a streamlined and seamless experience
- Host collaboration meetings to ensure all departments and teams are aligned on issues and resolutions
- Involved in department strategic planning, quarterly and annually to set department rocks aligned with corporate strategic imperative - including writing and reviewing proposals for process improvements and department focus
- Provide mentoring for other supervisors, including providing feedback on team performance and support for approaching topics and concerns.
- Report issues to higher management with great detail.
- Reduced operational risks while organizing data to forecast performance trends.
Guidant Financial Group
Account Manager
05.2019 - 04.2020
Job overview
- Managed a console of leads and opportunities to explain our services and products
- Ensured adequate notes are updated on the progress of clients to keep partners updated on their progression through the funding process. Communication includes email, phone, and text methods.
- Provided support for onboarding partners and ensured that they have all the tools that Guidant Financial offers at their disposal (pre-qualification tools, partner center links, etc.)
- Request marketing enhancements as needed to prepare collateral documents for partners.
- Re-connected with clients (already engaged) to help them find resolution with our 401(k) Third-Party Administration services.
- Worked diligently to resolve unique and recurring complaints, promoting loyalty, and enhancing operations.
- Gained customer trust and confidence by demonstrating a compelling, persuasive, and composed professional demeanor.
- Served customers with knowledgeable, friendly support at every stage of the process.
- Achieved or exceeded company-defined sales quotas.
- Monitored service after sale and implemented quick and effective problem resolutions.
- Developed and maintained strong working relationships with professionals within assigned territory.
- Stayed current on company offerings and industry trends.
- Fostered lasting relationships with franchise partners through effective communication and quick response, resulting in long-term loyalty and expanded client base.
Guidant Financial Group
Sales Development Representative
08.2018 - 05.2019
Job overview
- Qualified clients and scheduled them to speak with a consultant in more detail about our products and services
- Stayed current on company offerings and industry trends.
- Developed and understood the reporting metrics to ensure my time was spent effectively and efficiently.
- Managed over 50 client calls per day
- Consulted with clients to supply accurate product and service information.
- Utilized Salesforce CRM to manage sensitive client information and update existing and new client profiles.
- Achieved and exceeded monthly and annual sales targets.
- Attended monthly sales meetings and quarterly sales training.
Elements Massage
Assistant Manager/Client Operations Manager
11.2015 - 01.2018
Job overview
- Provided onboard training for new hires – this included making sure that they understood how to use our software system, as well as company policies and expectations
- Monitored inventory and approved reorders of stock to secure necessary resources and meet customer demand.
- Developed systems and procedures to improve operational quality and team efficiency.
- Supervised operations team to support operational excellence and excellent customer service.
- Communicated with customers to assess satisfaction with products and services received.
- Worked with the staff on a continual basis to create and implement training programs to ensure that the company is reaching KPI (Key Performance Indicators)
- Reviewed metrics regularly to ensure the team's understanding of company goals
- Provided sales support and participated in the goal-setting process for the sales team
- Assisted with payroll for the entire company, including managing and approving time clocks and analyzing commission sheets.
- Assisted in recruiting, hiring and training of team members.
Elements Massage
Sales and Client Services
11.2013 - 01.2015
Job overview
- Build rapport with clients
- Determined and matched clients with services that best fit their needs
- Followed specific service points to ensure that each client enjoyed their experience
- Focused to meet but to exceed monthly sales goals
- Developed an understanding of the impact of sales on business goals.
- Interacted with clients on regular basis to quickly alleviate issues and provide project updates.
- Partnered with business leaders to deliver services that support company objectives and are consistent with corporate values.
- Provided leadership, guidance and support to staff members.
- Managed schedules for over 5 therapists per day
Education
University of Washington, Seattle, WA
Bachelor of Science from Molecular, Cellular and Developmental Biology
12.2018
Bellevue College, Bellevue, WA
Associate of Science
05.2016
Skills
- Work Assignments
- Management Training
- Continuous Improvement Process
- Operational Planning
- Business Operations
- Key Performance Indicator Tracking
- Motivational Leadership
- Process Development and Streamlining
- Quality Improvement Initiatives
- Operations Support
- Manage Operations
- Performance Monitoring and Evaluation
Timeline
Lead/Operations Team Supervisor
Guidant Financial Group
04.2020 - Current
Account Manager
Guidant Financial Group
05.2019 - 04.2020
Sales Development Representative
Guidant Financial Group
08.2018 - 05.2019
Assistant Manager/Client Operations Manager
Elements Massage
11.2015 - 01.2018
Sales and Client Services
Elements Massage
11.2013 - 01.2015
University of Washington
Bachelor of Science from Molecular, Cellular and Developmental Biology
Bellevue College
Associate of Science
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