Open to opportunities

Ashley Silva

@ashleysilva

Message

Advisor Success Manager delivering high-quality tech support and coaching teams.

United States

Message

What I'm looking for

I’m looking to lead advisor/support operations where I can coach a team, streamline communications, and deliver quick, high-quality resolutions for complex issues—driving training improvements and stronger customer satisfaction.

I’m a results-focused Advisor Success Manager with experience in tech support and team leadership. I resolve complex issues for business clients and step in quickly with quick, high-quality solutions to protect customer outcomes.

I supervise and mentor a support team, improving training, communication, and customer satisfaction. I also develop and implement onboarding and training programs, streamline advisor communications for timely updates on policies and platform changes, and manage day-to-day support operations while escalating complex advisor issues when needed.

Experience

Work history, roles, and key accomplishments

Current

Advisor Success Manager

Current

The Art Institute Of Charlotte

Jan 2021 - Present (5 years 5 months)

Supervised and mentored an advisor support team, delivering high-quality service and maintaining strong advisor relationships. Developed and implemented advisor onboarding and training, streamlined advisor communications, and managed day-to-day support operations including escalation of complex advisor issues.

Customer Support Team Leadership Coaching Onboarding Advisor Communications Project Management Escalation Management Policy Platform Change Communication Customer Success Operations Stakeholder Management

Support Team Rep II

Spectrum

Jan 2017 - Jan 2021 (4 years)

Provided advanced technical support to business customers for video products, internet connectivity, phone support, and email in a time-sensitive, high-volume environment. Resolved technical issues, educated customers to solve repeat problems, and supported VIP and National Account customers to ensure satisfaction and retention.

Technical Support Troubleshooting Phone Support Email Support Customer Education Customer Retention