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Ashley Gonzales

@ashleygonzales1

Operations Manager at Maven Clinic who improved ticket handling productivity by 30% and member experience scores by 25%.

United States

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At Maven Clinic, I designed scalable operational frameworks that increased ticket handling productivity by 30%. I also used Looker and Zendesk analytics to identify trends and improve member experience scores by 25%.

As Manager, Customer Support at Maven Clinic, I developed performance dashboards, KPIs, and reporting mechanisms to measure operational effectiveness. I also led process optimization work across Product, Engineering, and Customer Success.

Earlier, I directed a globally distributed team of 24 customer support professionals at Coinbase and managed production projects at Dotdash. My experience also includes customer support at Squarespace and office operations at Pressler, Felt & Warsaw.

Experience

Work history, roles, and key accomplishments

Manager, Maven Member Benefits

Maven Clinic

Jan 2024 - Jan 2025 (1 year)

Led strategic member benefits initiatives and operational projects, improving service delivery and workflow efficiency. Designed scalable frameworks that increased ticket handling productivity by 30% and improved member experience scores by 25%.

Looker Zendesk Project Management Operations Management Data Analysis Cross Functional Collaboration Stakeholder Management Process Improvement Change Management KPI development

Manager, Customer Support

Maven Clinic

Jan 2022 - Jan 2024 (2 years)

Managed customer support operations and led a high-performing team, focusing on operational excellence and superior member experiences. Spearheaded coaching, performance management, and leadership development initiatives.

Zendesk Salesforce Looker Data Analysis Performance Management Process Optimization Cross Functional Collaboration Stakeholder Management KPI development Team Leadership

Customer Support Manager

Coinbase

Jan 2022 - Dec 2022 (11 months)

Directed a globally distributed team of 24 customer support professionals across four time zones. Exceeded KPIs and OKRs related to customer satisfaction, response time, and operational performance.

Zendesk Salesforce Data Analysis Team Leadership Performance Management Process Improvement Cross Functional Collaboration KPI development

Production Manager

Dotdash

Jan 2021 - Jan 2022 (1 year)

Managed multiple production projects, overseeing scheduling, resource allocation, budgets, and project timelines. Supervised and mentored production staff, ensuring quality standards and operational consistency.

Asana Project Management Resource Planning Budget Management Team Leadership Process Improvement Cross Functional Collaboration

Senior Advisor

Squarespace

Jan 2019 - Jan 2021 (2 years)

Resolved complex customer escalations through email and chat support while maintaining exceptional quality metrics. Served as Team Lead and mentor for ten advisors, supporting onboarding, coaching, and professional development.

Zendesk Customer Support Troubleshooting Mentorship Knowledge Management Process Improvement

Office Manager

Pressler, Felt & Warsaw

Jan 2013 - Jan 2019 (6 years)

Managed office operations, workflow coordination, reporting, and administrative functions. Generated operational reports supporting executive decision-making and organizational planning.

Operations Management Reporting Scheduling Resource Coordination Process Improvement Stakeholder Management