Ashley Covarrubias

Senior Member Services Representative, Los Angeles Rams – July 2022 – Present, Promoted: June 2024.

• Ranked 1st out of 17 representatives in 2025 renewal performance, achieving a 98.66% renewal rate, the highest in the department.
• Successfully managed the second largest book of business among peers: 1,353 Season Ticket Members
• Proactively engaged customers through phone, email, text, social media, and in-person interactions, consistently surpassing service benchmarks.
• Served as the primary point of contact for all season ticket-related inquiries, including SSL fees, relocations, renewals, and game-day support.

Season Ticket Member (STM) Experiences

• Managed the booking of 50 – 60 STM experience spots per game, ensuring accurate scheduling and communication.
• Executed on site event logistics including check-ins, wristband distribution, and escorting members to designated access areas according to their experience type and timing.
• Delivered a high touch gameday experience through clear coordination by providing detailed information to ensure that they had all the necessary information for their gameday experience.
• Led and executed Football 101 events, handling logistics such as ticketing, communications, staffing schedules, catering, and day of coordination.
• Took the initiative on department wide projects to enhance team performance, including process improvements and developing resource tools for staff.
• Participated in the hiring process: conducted multiple interview rounds, evaluated candidates, and delivered feedback to management.
• Mentored team members, identified trending member issues, and proposed new service ideas to leadership to improve department effectiveness.
• Collaborated with sales and service leadership on campaign strategies and account transitions, ensuring a seamless member experience.
• Utilized CRM and ticketing systems (Salesforce, Archtics) to manage accounts, document touchpoints, and maintain data accuracy.

Account Manager
Los Angeles Chargers – Nov 2021 to July 2023

• Managed a personal book of business consisting of over 2,000 season ticket accounts, conducting outreach through calls and emails to establish strong client relationships.
• Played a key role in the season ticket renewal and upgrade process, assisting clients with account adjustments and seat improvements.
• Utilized Archtics and Salesforce CRM to track customer interactions, manage ticket inventory, and maintain accurate account records.
• Provided exceptional in-game service by meeting clients face-to-face, resolving issues, upgrading seating, and distributing goodwill items such as food and beverage vouchers.
• Served as a main point of contact for client inquiries via email and phone, handling both the guest services inbox and individual correspondence to ensure timely resolutions.

Seasonal Guest Services Representative
Los Angeles Chargers – July 2021 to Nov 2021

• Delivered responsive support to season ticket members and fans during games and training camps, addressing inquiries, complaints, and payment issues.
• Maintained accurate season ticket account records using Archtics and Salesforce, ensuring data integrity and efficient service.
• Assisted with gameday operations including troubleshooting ticketing issues and supervising gameday staff as a designated Game Day Captain.
• Acted as an in-stadium liaison during Chargers home games and major events to enhance the fan experience.

• Handled front-desk operations independently during opening and closing shifts, managing in-person and phone inquiries simultaneously.
• Trained and mentored new front desk staff, ensuring operational consistency and high service standards.
• Escalated complex requests appropriately and ensured proper documentation and communication between departments.
• Performed general administrative duties including data entry, filing, and handling correspondence.