Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

ASHLEY WARRIOR

Henderson

Summary

Versatile and achievement-oriented professional with a robust history at INTUIT, excelling in roles requiring exceptional project management and client relations skills. Demonstrated success in enhancing customer satisfaction and retention, notably exceeding quarterly metrics by over 24%. Expert in Salesforce and adept at cross-functional coordination, I consistently drive revenue growth and business development.

Overview

11
11
years of professional experience

Work History

Customer Success Manager

Gusto
03.2023 - Current
  • Managing a rolling book of business to drive customer education, feature adoption, integrations with Gusto partners, maintain customer satisfaction, and increase retention
  • Rapidly testing hypotheses that will help develop and create processes for growing the team
  • Solving customer pain points by educating current customers about the full value Gusto brings to small businesses
  • Leading a new GustoHR beta offering
  • Collaborated with Head of Customer Care Center of Excellence to discuss strategies for assisting Spanish-speaking customers in the HR space, particularly focusing on employee engagement and communication needs.
  • Provided continuous feedback to the GustoHR team on customer needs and asked for clarity on one-off scenarios, including addressing cultural differences and sensitive issues such as "offensive" language with international employees (e.g., Dutch clients).
  • Active participation in weekly GustoHR meetings, sharing customer insights and feedback to drive process improvements and enhance overall customer satisfaction.
  • Advocated for a pilot program to onboard larger clients, leading to the development of new pricing strategies, which provided valuable insights into the needs of larger clients, optimizing future success in this market segment.
  • Initiated a recognition program within weekly GustoHR update posts to spotlight CSMs generating the most leads, boosting team morale and fostering healthy competition.
  • Worked closely with the HR team to brainstorm and solve customer challenges, contributing to more effective HR solutions and improving client retention.
  • Led GustoHR OKR initiative, identifying innovative ways to encourage more CS Core lead passes, aiming to meet Q4 targets.
  • Contributed to growing GustoHR ARR by $110k within 45 days of joining the team, directly driving revenue growth through focused customer success efforts.
  • Video consults to pitch and close leads
  • Consistently exceeding quarterly metrics by 24-46%
  • Manage a sales pipeline, including prospecting, qualification, and closing of new business opportunities
  • Proactive outreach to current and potential customers through outbound/scheduled calls and email communication
  • Effectively communicating with various departments within our customers' organizations, including product, tech, and marketing, to establish a clear understanding of the benefits our platform brings to each department
  • Using Sandler skills to help current customers adopt the features needed to support their business
  • Gathering and sharing customer insights; Representing the voice of the customer
  • Daily use of Salesforce Lightening to track and manage customer interactions, identify trends and issues, and develop personalized solutions to address customer needs
  • Work with cross-functional teams, including marketing and product development, to identify and pursue new business opportunities

Concierge Support Rep

Gusto
03.2022 - 03.2023
  • Responsible for assisting customers via inbound call queue, with all payroll and benefits needs, analyzing data to ensure accuracy
  • Easing customer tension by guiding them through complex processes, providing timely information, and keeping all the moving parts running smoothly
  • Utilizing project-management skills to streamline payroll, benefits and health insurance needs, drive operations and communications with third-party partners
  • Responsible for serving our high tier clients via email and phone
  • High attention to detail, maintaining accurate data and information
  • Work closely with cross-functional partners in Product and CX to create a world-class experience for our customers
  • Providing expert assistance with simple and complex payroll and benefits needs, investigating and using creative problem-solving skills in complex cases
  • Small group insurance experience
  • Reviewing documents, data entry, notating and documenting customer accounts
  • Assist customers through benefits enrollments and renewals
  • Answering questions on coverage options, working with broker portals and SBC to review/confirm coverages via calls and emails
  • Escalating complex issues through Salesforce, Freshdesk and Jira tickets
  • Understanding customer pain points, communicate their concerns internally, and influence our product decisions
  • Provide guidance, assistance, and support to customers at key moments in their relationship with Gusto during their business growth journey
  • Juggle conflicting priorities using Salesforce and other technology platforms
  • Skilled in problem solving, dealing with ambiguity, and cross-team communication
  • Self-motivated and comfortable working collaboratively and autonomously
  • Daily use of Back-end systems such as Hippo, Alegeus, GBCM, Salesforce, Benefit Carrier portals, Jira, and Wiki/Confluence

Executive Assistant

INTUIT
Reno
02.2016 - 08.2020
  • Supported Directors in San Diego, Virginia and Mountain View remotely and a Group Manager onsite in Reno
  • Conveyed messages, deadlines, and important dates, projects and events to Directors and Group Managers to prepare for upcoming invites and deadlines
  • Proactively managed and prioritized complex calendars, the organization of events, offsites, all-hands and kick-offs locally and nationally
  • Arranged complex travel plans, reconciled monthly expense reports, and processed purchase orders
  • Dispatched work orders monitored work order completion, and generated reports
  • Managed time and resources to ensure work is completed on time
  • Exhibited executive decision-making skills to resolve problems in advance, anticipate conflicts, and make leaders aware by managing calendars for Directors and Group Managers
  • Worked directly with Intuit's High-Value team of Customer Success Managers
  • Resolved any issues that arose and worked closely with departments, vendors and clients to identify opportunities for improvement
  • Cultivated vendor and client relationships and negotiated for current and future business needs
  • Deep understanding of Customer Success best practices including relationship building, issue resolution and identifying and capitalizing on opportunities for improvement
  • Well versed in CS Server, Salesforce and other technology to manage customer relationships to drive successful outcome
  • Prevented outstanding debts by paying invoices, supply, and equipment requests promptly
  • New hire setup, reviewing and validating I-9 documentation, completed I-9s forms, data entry and submitted info to HR in a timely manner
  • Prioritized work to ensure deadlines were met and priorities were established by leaders
  • Created and managed small to large group distribution lists
  • Determining site logistical and maintenance needs, managing facility expenses
  • Saved 98% of the $40K budget and boosted morale between the team by coordinating a one-hour virtual teambuilding exercise at the end of a long virtual meeting
  • Maintained detailed records of customer, employee and vendor documents
  • Awarded a large spotlight(s) on multiple occasions for stepping in to assist other EA's on events from a remote setting
  • Maintained the contract deposit minimum at Whitney Peak for $10K by shifting from ordering swag for the team members to awarding internal spotlights via games and recognition to stay within the $12K total budget

Payroll Coordinator

INTUIT
Reno
09.2014 - 02.2016
  • Managed a high volume of inbound calls to service Intuit small business clients
  • Journalizing payroll and payment services
  • Setup IFSP / QBFSP and Intuit Payments
  • Educated clients on how to use products and tools needed to get setup and run payroll and accept payments
  • Ensured accounts were properly updated and documented
  • Data entry, assisting businesses with tracking time for payroll distribution
  • Reviewing and correcting paystubs where necessary
  • Upselling products and services based on customer needs
  • Resolved customer service issues by using problem solving strategies
  • Eliminated customer service concerns via phone and email
  • Transitioned 25% of customers to a product that better met their needs by taking the time to analyze their current needs resulting in an upsell of products and quarterly bonus targets being met consistently
  • Awarded quarterly with best retention and customer service accolades for work completed

Retention Representative at Intuit

ROBERT HALF INTERNATIONAL
Reno
12.2013 - 09.2014
  • Managed a high volume of inbound calls to service Intuit small business customer retention
  • Setup accounts and contracts with new customers
  • Investigated complex issues to resolve technical issues and billing concerns
  • Built rapport with new and existing customers
  • Handled inbound and outbound calls to customers to assist with policy-related questions and verified and documented client interactions
  • Assisted customers with complex problems to applicable departments for resolution
  • Maximized customer satisfaction, negotiated product packaging and cost
  • Month over month retained 60% of business by assisting customers using extensive product knowledge
  • Increased revenue by upselling products to existing customers based on their business needs
  • Ensured proper execution of scheduling and customer appointments by managing calendars

Education

General Studies -

Sierra Nevada High School
Reno, NV
01.2006

AAS - completed 40 semester credits

TMCC
Reno, NV

Skills

  • Project Management
  • Client Relations
  • Event Planning
  • Expense/Budget Reporting
  • Staff Training
  • Vendor Management
  • Conflict Resolution
  • Time Management
  • Google Suite
  • Microsoft Office Suite
  • Report Generation
  • Salesforce
  • Jira
  • Revenue growth
  • Inter-department collaboration
  • Customer advocacy
  • Cross-functional coordination
  • Customer account management
  • Business development
  • CRM software
  • Account management
  • Training and mentoring

Accomplishments

  • Rapid Career Advancement & Recognition: Promoted to Level 3 (L3) in May, just over a year into my role on the Customer Success team, a testament to my strong performance and leadership potential. I also earned a prestigious spot in Penny's Club, recognizing top performers across the organization.
  • Outstanding Performance Against Metrics: Consistently exceeded targets with impressive results: August: Achieved 140.12% of the new metric rollout, demonstrating my ability to adapt quickly and exceed expectations.
    September: Maintained strong performance at 123.88%, despite taking time off and shifting focus to a challenging new R&D workstream.
  • Mentorship & Cross-Department Collaboration: Took the initiative to mentor Sydney, a Care team representative, who was interested in transitioning to the sales team.Provided biweekly shadowing sessions, resources, and sales training to help Sydney gain a deeper understanding of sales strategies, particularly the Sandler Sales Method.
    Shared recorded calls and set clear, weekly criteria to help her effectively implement what she learned.
    Within three months, Sydney successfully transitioned into a new role as an advisor on the Health Insurance team, thanks to the targeted mentorship and guidance I provided.
  • Proactive Engagement & Continuous Growth: Consistently sought out opportunities to connect with clients and colleagues, focusing on driving metrics through calls and connections, ensuring that I continued to exceed goals and contribute to team success.

Timeline

Customer Success Manager

Gusto
03.2023 - Current

Concierge Support Rep

Gusto
03.2022 - 03.2023

Executive Assistant

INTUIT
02.2016 - 08.2020

Payroll Coordinator

INTUIT
09.2014 - 02.2016

Retention Representative at Intuit

ROBERT HALF INTERNATIONAL
12.2013 - 09.2014

General Studies -

Sierra Nevada High School

AAS - completed 40 semester credits

TMCC

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