Open to opportunities

Jeannette Ashley

@jeannetteashley

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Operations support lead specializing in billing, process improvement, and data-driven solutions.

United States

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What I'm looking for

I seek a role where I can apply data-driven process improvements in billing/support, collaborate cross-functionally, and drive measurable efficiency and customer satisfaction gains.

I am an Operations Support Lead with 6+ years of experience in billing and support environments, focused on improving customer satisfaction and operational efficiency through data-driven initiatives.

I have led cross-functional collaboration across Customer Service, Sales Operations, Billing, IT, and Accounting to reduce error rates and streamline processes, including a 30% reduction in CRM errors and a 25% efficiency improvement from support scaling efforts.

My work includes implementing program redesigns that increased customer satisfaction by 50%, analyzing complex user interactions to drive product enhancements, and running 20+ cross-functional meetings to align strategy and operations.

I hold a Google Data Analytics Certificate and a B.S. in Merchandising and Business Administration, and I bring strong skills in SQL, BigQuery, Tableau, Salesforce, SOP design, SLA management, and stakeholder communication.

Experience

Work history, roles, and key accomplishments

Current

Operations Support Lead

Current

GFiber (OneSupport)

Oct 2018 - Present (7 years)

Led billing support operations and program redesigns that increased customer satisfaction by 50%, reduced CRM error rates by 30%, and improved support efficiency by 25% through data-driven initiatives and cross-functional coordination.

Billing Operations SQL BigQuery Tableau Salesforce SLA Management Process Improvement Cross Functional Collaboration

Operations Associate

Burberry

Nov 2017 - Oct 2018 (11 months)

Implemented inventory and merchandising optimizations that improved operational efficiency by 15% and reduced processing time by 20%, enhancing product availability and customer satisfaction.

Inventory Management Process Design Merchandising SOPs Data Analysis Cross Functional Collaboration Customer Service

Education

Degrees, certifications, and relevant coursework

Coursera (Google)

Professional Certificate, Data Analytics

2024 - 2024

Completed the Google Data Analytics Certificate through Coursera, covering data analysis tools and techniques including R, SQL, and data visualization.