Ashley Wilson
Summary
With over 5 years in B2B2C SaaS startup environments, I've consistently driven client satisfaction, retention, and revenue growth through strategic relationship building. Adept at cross-functional collaboration, I deliver tailored solutions to drive business success. Passionate about exceeding expectations and fostering long-term partnerships, I'm committed to driving measurable outcomes for both customers and the organization. Eager to leverage my expertise as a Customer Success Manager to drive satisfaction and mutual success.
Overview
11
11
years of professional experience
Work History
Lead, Finance Operations & Vendor Specialist
ChowNow
07.2020 - 07.2023
- Built, led, and mentored a diverse team of 7 Finance Operations Specialists
- Tracked, measured, and evaluated key performance metrics (KPIs) and SLAs
- Provided efficient, consistent, and high-quality responses to customer issues and complaints
- Conducted a thorough manual audit of vendor partnership integrations and negotiated and secured cost savings by optimizing vendor contracts.
- Resolved disputes between vendors and internal stakeholders, fostering positive working relationships throughout the organization.
- Generated reports and communicated results to stakeholders to provide insights into customer success.
Customer Success FinOps Specialist
ChowNow
11.2019 - 07.2020
- Facilitated cross-functional project with Engineering, Compliance, Finance, and Customer Support for a product launch that decreased vendor payout errors and secured an average of $350,000 in cost savings YoY
- Collaborating with cross-functional partners to optimize CX processes, and relay customer feedback and pain points, leading to the prioritization of key features and enhancements in product development
- Utilized strong analytical skills, including working with large data sets to identify and solve business problems
- Engaged with internal & external stakeholders to reduce churn & improve customer retention metrics.
- Developed strong client relationships through consistent communication and attentive service.
- Implemented new training programs for staff, leading to higher employee retention rates and better overall performance.
Senior, Customer Experience Rep III
ChowNow
07.2017 - 11.2019
- Managed over 1,000 customer support resolutions monthly with ease, with an average SAT score of 92% serving as the voice of the customer
- Supported Finance, Marketing, Sales, and Customer Success departments by streamlining client issues and mediating escalations
- Onboarded, launched, and worked to maintain retention of micro-SMB and SMB accounts at a B2B2C SaaS start-up
- Successfully met and exceeded weekly and monthly KPIs, including customer activation rates, retention metrics, and customer satisfaction scores.
- Assisted in training new hires and offered ongoing support to help them reach their full potential.
- Provided valuable input during team meetings, resulting in the identification of new opportunities for growth and development within the organization.
Senior, Housing Case Manager
The People Concern
01.2017 - 07.2017
- Provided client advocacy and relationship management by securing housing vouchers and permanent supportive housing for clients in marginalized communities
- Operationalized policy enforcement and collaborated with supportive services.
- Established partnerships within the community to address various barriers faced by clients seeking stable housing opportunities, such as employment or mental health support services.
Housing Case Manager
Northside Housing
07.2016 - 12.2016
- Executed ongoing support, guidance, and solutions to customers to ensure their continued success and satisfaction
- Created playbooks and strategies for dealing with sensitive content and incident response.
- Managed caseload to satisfy multiple patients with diverse needs.
Cash Wrap Supervisor
Victoria's Secret Pink
08.2012 - 06.2016
- Managed transactions, operations, and accurate cash flow while supervising, training, and maintaining a team of 25 sales associates during high-traffic hours.
- Decreased inventory shrinkage, drive-off and daily cash discrepancies by closely monitoring daily operations.
- Maintained focus during busy times and delegated tasks to employees to keep business running smoothly.
Education
B.A. Psychology -
Chapman University
Orange, CA01.2016
Skills
- Microsoft Office
- Excel
- Slack
- Zoom
- Chili Piper
- Data Analytics
- Google Suite
- Calendly
- Lessonly
- Management
- Training
- Customer Relationship Management
Timeline
Lead, Finance Operations & Vendor Specialist
ChowNow
07.2020 - 07.2023
Customer Success FinOps Specialist
ChowNow
11.2019 - 07.2020
Senior, Customer Experience Rep III
ChowNow
07.2017 - 11.2019
Senior, Housing Case Manager
The People Concern
01.2017 - 07.2017
Housing Case Manager
Northside Housing
07.2016 - 12.2016
Cash Wrap Supervisor
Victoria's Secret Pink
08.2012 - 06.2016
B.A. Psychology -
Chapman University