Ashley Ward

Halethorpe,MD

Summary

Results-driven and customer-focused professional with extensive experience in managing client success, driving product adoption, and building strong customer relationships. Proven track record in overseeing complex accounts, delivering impactful training, and implementing best practices to enhance operational efficiency and customer satisfaction. Skilled in leveraging data-driven insights to proactively address client needs, reduce churn, and increase product usage. Adept at collaborating cross-functionally with internal teams to improve user experience, identify growth opportunities, and align solutions with business objectives. Passionate about delivering exceptional customer experiences and ensuring long-term client success.

Overview

years of professional experience

Certification

Work History

Leasing Professional

Borger Residential

Owings Mills, MD

06.2023 - Current

Provide comprehensive administrative support, including managing calendars, scheduling meetings, and organizing events
Collaborate with cross-functional teams to streamline operations and enhance communication
Maintain confidentiality while managing sensitive information and correspondence
Procure and manage office supplies to ensure operational efficiency
Prepare and submit expense reports, ensuring compliance with organizational policies
Led client-facing projects by managing the entire leasing process for prospective tenants, handling an average of over 30 inquiries per week and overseeing property tours, lease signings, and move-in logistics
Implemented project plans to ensure that the property was prepared, and move-ins were completed within defined timeframes, reducing vacancy turnover
Developed and executed strategic marketing initiatives, increasing property occupancy by 25 % through targeted outreach and community engagement campaigns
Collaborated with cross-functional teams, including maintenance, marketing, and legal, to ensure smooth transitions for new tenants, resulting in an increase in tenant satisfaction
Coordinated multiple simultaneous projects, including resident events, tenant renewals, and property maintenance, all while ensuring compliance with local housing regulations
Utilized CRM systems and leasing software to manage tenant inquiries, document lease agreements, and report leasing activity, ensuring a reduction in administrative errors

Customer Success Manager

Fireside 21

Washington, DC

04.2020 - 05.2023

Managed complex schedules, coordinated meetings, and facilitated high-level communication between stakeholders to ensure project alignment and success.
Oversaw a portfolio of key accounts, addressing training, account configuration, and strategic needs to promote product adoption, satisfaction, and long-term retention.
Served as a liaison with procurement and accounting for invoice processing and budget reconciliation, ensuring accuracy and timely execution.
Delivered impactful training sessions for a suite of five core products within the Public Policy, Issues Management, and Advocacy sectors.
Prepared and distributed meeting agendas, ensuring alignment with organizational goals and keeping stakeholders informed.
Cultivated strong interpersonal relationships with internal and external partners, including influential client contacts, to support business objectives and ensure customer satisfaction.
Contributed to process improvement initiatives, enhancing accuracy, compliance, and efficiency across project workflows.
Managed client success and saw projects through from inception to closing, leveraging frequent and thorough communication to provide clear updates and set expectations early.
Analyzed client product usage patterns, recommending tailored best practices to enhance operational efficiency and effectiveness.
Increased company revenue through efficient project execution, on-time delivery, and budget management.
Delivered over 50 web projects from start to finish, achieving, increasing client satisfaction rates by ensuring clear communication and timely delivery of project milestones.
Translated client visions into executable workflows using storytelling techniques to convey project scope and value effectively, securing stakeholder buy-in.
Collaborated closely with the Product and Engineering teams to identify recurring issues, recommend features, and improve user experience.
Developed and delivered comprehensive project reports, identifying opportunities for improvement and providing operational and technical insights.
Conducted high-level client assessments, proactively recommending strategies to enhance user engagement and maximize the success of Fireside’s CRM platform.
Planned, designed, and scheduled project phases, closely monitoring progress and taking corrective actions to mitigate risks.
Verified the quality of deliverables and ensured they met client specifications prior to submission.
Provided ongoing training and support to clients, including web content management, HTML coding, and Google Analytics setup, enhancing their operational efficiency.

Account Representative

Amica Insurance

Columbia, MD

06.2016 - 04.2020

Company Overview: Columbia, MD
Provided detailed client account assessments and proactively addressed customer needs
Processed financial transactions and managed reporting with a focus on accuracy and timeliness
Maintained meticulous records and ensured compliance with company policies
Collaborated across departments to resolve complex client issues efficiently
Analyzed accounts for delinquencies and other ongoing issues
Increased customer satisfaction ratings by 10% through proactive and actionable resolutions to questions, concerns, or challenges
Developed and implemented strategies to improve customer retention and loyalty
Identified and implemented process improvements to maximize efficiency
Interpreted financial data to identify trends and opportunities
Negotiated contracts and agreements with clients to achieve favorable terms
Achieved revenue targets by developing targeted account strategies
Kept detailed records of customer interactions for optimal traceability
Implemented customized account plans to meet individual client needs
Collaborated with other departments to address customer needs and service requests
Supported customer satisfaction through regular follow-up and communication
Researched and recommended new products to meet customer needs
Developed, maintained and utilized diverse client base
Fielded customer complaints and facilitated negotiations, resolving issues and reaching mutual conclusions
Informed customers of promotions to increase sales productivity and volume
Contributed to event marketing, sales and brand promotion
Columbia, MD

Education

University of Maryland - University College

Hyattsville, MD

Skills

Task and Schedule Coordination
Process Improvement and Workflow Management
Customer relations specialist
Customer service
Strategic communications
Project scheduling
Technical support
Cross-functional collaboration
Project scope analysis
Planning and scheduling
Project planning and development
Quality assurance and control
Meeting facilitation
Data analysis
Data review

Training programs
Schedule management
Customer account management
Chat platforms
CRM software
Team building
Customer onboarding
Conflict management
Stakeholder communications
Cross-functional coordination
Project management
Client rapport
CMS expertise
Customer advocacy
Customer relationship building

Certification

Scrum Master Certification - In progress

Contact

Halethorpe, MD 21227

Personal Information

Title: Project Manager

Timeline