Ashley Victor

Background

About Ashley Victor

I solve customer challenges with empathy and efficiency, managing 70+ daily interactions and 1,200+ monthly service requests while maintaining CSAT >90%. Recognized as a Top 5 Consultant and MVP nominee at Insight Global, I streamline processes, mentor new team members, and drive measurable results. Six Sigma Yellow Belt certified, I aspire to grow into a Customer Success or Operations Manager role, creating seamless experiences for customers and teams alike. Expanded Section :> As a Service Consultant at Insight Global, I specialize in escalation management, SLA compliance, and first call resolution (FCR) to ensure high-quality service and customer retention. I leverage Avaya, CSS CRM, and internal ticketing systems to track and resolve issues, collaborating closely with operations, field service, and billing teams. I take ownership of escalations, streamline workflows, and implement process improvements that enhance efficiency and team performance. Achievements & Recognition: • Recognized as one of the Top 5 Consultants in the India Offshore Team (GA Power Client) under the “Everyone Matters” category • MVP nomination at Insight Global Hyderabad (August 2025) • Trusted to train and mentor new consultants, including shadow sessions (July 2024) and full process training (May–June 2025) I am passionate about continuous improvement, team leadership, and creating seamless customer experiences. I aspire to grow into a Customer Success or Operations Manager role, scaling systems, mentoring consultants, and driving measurable impact. Core Competencies: De-escalation & conflict resolution | Process optimization | Stakeholder collaboration | KPI tracking & performance metrics | Customer journey mapping | SLA compliance | Escalation management | Customer retention