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Ashley Hope

@ashleyhope

Customer Success Manager at The Rory T. Edwards Group who improved client retention by 25% through customer success strategies.

United States

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At The Rory T. Edwards Group, I developed and implemented customer success strategies that increased overall client retention and satisfaction rates by 25%. I designed and maintained Salesforce objects and worked with 12 accounts on business plans tailored to their goals.

At Rancho Santiago Community College District, I led new-hire onboarding and collaborated with a diverse team to onboard over 700 staff and vendors. I also conducted needs assessments and implemented solutions that reduced client onboarding issues by 30%.

Experience

Work history, roles, and key accomplishments

People & Culture Business Partner

Rancho Santiago Community College District

Jun 2023 - Jun 2024 (1 year)

Led onboarding processes for new hires, managed I-9 verification and compliance audits, and collaborated with a diverse team to onboard over 700 new staff and vendors. Utilized SaaS software to improve business performance by 13%.

Onboarding Compliance I 9 Verification SaaS Needs Assessment Gap Analysis Data Analysis Confidential Records Title IX Educational Codes Customer Retention Relationship Building

Customer Success Manager

The Rory T. Edwards Group

Jul 2022 - Jun 2023 (11 months)

Designed and maintained Salesforce objects, developed business plans for 12 accounts, and implemented customer success strategies resulting in a 25% increase in client retention and satisfaction rates.

Salesforce Agile CRM Customer Success Strategic Planning Customer Retention Relationship Building Empathy Implementation

Support Supervisor

County of Riverside

May 2019 - Jul 2022 (3 years 2 months)

Managed a team of 7 customer success representatives, oversaw HIPAA compliance, and streamlined onboarding processes resulting in a 20% reduction in time-to-value and a 15% increase in customer satisfaction.

Team Management HIPAA compliance Customer Onboarding Customer Success QBR Evaluating Employees Implementation Documentation Technical Support Product Adoption Strategic Planning

Account Manager

Loving Me Unconditionally 501c3

Dec 2017 - Dec 2021 (4 years)

Managed accounts for a non-profit organization.

Office Administrative Assistant

County of Riverside

Aug 2014 - May 2019 (4 years 9 months)

Managed contract knowledge, scheduled coverage for social workers, and implemented onboarding success metrics achieving a 25% increase in completion rates. Managed a purchasing budget of over $50,000.