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
Playa Vista, CA
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
Playa Vista, CA
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
Playa Vista, CA
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
Santa Monica, CA
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
Chicago, IL
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
Cerritos, CA
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