Ashley Showers

Experience

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  Safeguard Properties

  Oct 2009 - Apr 2019

  Analyzed client reports to identify trends in consistently underperforming regions. Based on those reports created a plan of action for the region to improve on the client scorecard.● Redefined the escalation workflow, implementing a structured triage system that categorized issues by severity, business impact, and recurrence patterns.● Managed special projects and reports for new and high stake clients to ensure overall compliance● Managed a team of 10 customer service reps with duties including but not limited to scheduling, payroll processing, performance coaching, and monitoring day to day operations Show less Managed over 200+ independent contractors across the United States by ensuring client’s maintenance orders were assigned and completed in a timely fashion and according to industry standards.● Followed up on and reassigned past due orders● Answered inbound calls from vendors needing guidance with order instructions and preservation guidelines as well as additional approvals● Moved work from and coached underperforming vendors, while also working to maintain performance and expand vendors exceeding performance goals Show less

  • Escalation Supervisor

    Dec 2015 - Apr 2019

  • Vendor Account Manager

    Mar 2015 - Dec 2015

  • Vendor Recruiter

    Jan 2014 - Mar 2015

  • Vendor Trainer

    Oct 2009 - Jan 2014
• 

  New York Life Insurance Company

  Apr 2019 - Mar 2020

  Life Insurance Solutions Customer Service Rep II

  As a member of the Life Insurance Solutions team provided support to customers by way of analyzing, researching and resolving inquiries regarding life insurance policies.● Answered calls in a high volume call center averaging 100-120 calls per day from customers and agents looking to obtain detailed policy information● Communicated and educated policy holders on whole life, term life, and universal life insurance product features, policy benefits and contract provision details● Maintained and many times exceeded satisfactory levels of key performance indicators according to departmental requirements● Processed policy loans, withdrawals, payments, and ACH transactions for policy holders● Promoted to assisting with phone calls and chats regarding online technical support for the company webiste Show less

• 

  Breakthrough Public Schools

  Nov 2020 - now

  Manage IT logistics for 5 campuses, ensuring uninterrupted access to technology for over 4,000 scholars and staff. Increased internal customer satisfaction with IT, from lowest-ranked function to highest-ranked. Promoted rapidly from IT Technician to IT Field Services Manager within two years by demonstrating the ability to handle increasing responsibilities and complex challenges.● Took the initiative to internalize outsourced IT functions, cutting costs while improving response times and service quality● Quickly learned new SaaS platforms and EdTech tools (PowerSchool, Remind, GoGuardian) to provide expert guidance and support to over 500 staff members● Maintain Active Directory profiles and perform Google Workspace administration● Provide weekly performance reports, documenting metrics and trends for continuous improvement.● Supervise the deployment and maintenance of laptops, desktops, Chromebooks, and peripherals● Manage and support teams both on site and remotely for five different locations● Work directly with third party vendors to troubleshoot and fix network issues● Conduct monthly training development exercises for the field team and network staff Show less Under the direct supervision of the IT Field Service Manager, assisted with supporting school staff, scholars, and home office staff with resolving Tier I technology issues. Also due to the team's small size, simultaneously served as Manager of the Virtual Call Center overseeing 7 remote representatives who assisted families with tech related issues handling up to 150 calls per day.● Navigated the rapid shift to remote learning by training and managing a team of 7 representatives, and up to 150 calls per day—all with limited resources and time● Adapted to evolving IT challenges by troubleshooting network issues across multiple school campuses, working directly with third-party vendors to implement long-term solutions ● Performed laptop imaging and provisioning during the onboarding process for new staff. Tracked and led the off boarding process of technology and systems for resigned staff● Deployed, configured, patched and maintained updates to IT equipment, including laptops and printers● Assisted with the migration from Office 365 to Google Suite, proactively identifying and resolving compatibility issues, ensuring a smooth transition for over 500 staff members Show less Supported the IT team in preparing each campus with the technologies necessary for the upcoming school year. Duties included but were not limited to performing on site repair of devices, checking wireless connectivity by performing speed tests of WAPs, and tracking and tagging new and old assets.● Provisioned and enrolled 1200 brand new Chromebooks and updated the OS for over 4000 older model Chromebooks to ensure compatibility with learning software● Performed updates and security patches to over 500 returning staff laptops for the upcoming school year● Assisted with multiple system migrations from Windows 10 to Windows 11 and Office 365 to Google Suite● Collaborated with IT staff and management to create written documentation on IT processes and procedures● Assisted the Virtual Call Center with creating an AI chatbot to assist families with FAQs Show less Provided excellent customer service by phone and email to families needing support with technology after pivoting to 100% remote learning due to Covid.● Provided technical support for school-issued hardware, including Windows laptops/desktops, Chromebooks, iPads/iPhones, and printers, ensuring optimal functionality in a Virtual Call Center handling up to 150 calls per day.● Completed data entry projects assigned from other departments which included entering PII into the student SIS and scanning documents into the system while ensuring attention to detail and accuracy.● Helped troubleshoot issue with EdTech software/systems (e.g.,Powerschool, Remind, iReady) Show less

  • IT Field Manager

    Jun 2022 - now

  • IT Technician/Call Center Manager

    Aug 2021 - Jun 2022

  • Information Technology Summer Intern

    May 2021 - Aug 2021

  • Remote Help Desk Tech

    Nov 2020 - May 2021