Ashley Donaldson
Frankfort
Summary
Experienced customer centric operations leader prepared to drive organizational success through strategic planning and resource optimization. Strong focus on team collaboration and adaptable to changing needs. Proven track record in process improvement, cost management, sales support, new business development and enhancing operational efficiency. Dependable, driven, and results-oriented, with skills in leadership, strategic decision-making, and project management.
Overview
19
19
years of professional experience
Work History
Vice President of Operations
Panariagroup USA/Florida Tile
04.2024 - Current
- Directly responsible for all aspects of operations including customer care, supply chain, national distribution center, domestic/international logistics, material master, liquidation and private label sales
- Team oversight for 100+ individuals
- Develops and maintains budget planning, P&L, and KPI metrics for multiple divisions within the organization
- Regularly communicates with executive leadership in the US and abroad regarding strategic planning and goal development
- Leverage customer feedback to drive growth and implement changes that drive customer retention
- Continually seeking to drive collaborative engagement with all departments to achieve meaningful and measurable change for the entire organization
- Mentor and develop team members through both formal and informal guidance/training that is focused on the individual’s career objectives
Senior Director of Customer Operations
Panariagroup USA/Florida Tile
11.2021 - 04.2024
- Facilitated all customer-facing projects and operational improvements across multiple brands for US operations, including implementation of a customer portal
- Oversaw all freight decisions for the global supply chain (domestic and international); including 3PL implementation
- Orchestrated several efficiency projects at National Distribution Center
- Responsible for P&L for multiple departments within the organization
Director of Customer Operations
Panariagroup USA/Florida Tile
07.2019 - 11.2021
- Driver of change for all customer tools and improvement projects, primarily B2B for operations
- Oversaw all customer care coordinators and managers across multiple business units
- Lead a team of material data master experts - new product and existing maintenance and reporting (SAP)
- Primary sales lead, product development, and logistics coordinator for all private label sales, including international customers
- Exceeded planned demand by 150% in first year
- Responsible for transportation department and provide oversight for all shipping needs (inbound and outbound) globally
- Created and facilitated all customer care training in Kentucky and across the US
Director of Customer Care
Panariagroup USA/Florida Tile
04.2017 - 07.2019
- Directed the daily call center operations as well as data entry management
- Orchestrated revamp of entire sampling program; packaging, marketing material, and ordering options
- Focused on continuous improvement projects to create a more customer centric organization
- Exceeded budget expectations each year
- Created monthly service target metrics that could be measured with data
Director of Sales Operations
SmartPak Equine
12.2013 - 04.2017
- Responsible for creating and implementing effective sales tools for new outside salesforce targeting equine professionals; including CRM launch, marketing collateral, and technology resources
- Developed hiring, compensation and career development programs for direct sales force
- Executed projects to gain efficiency and increase activities of territory representatives to drive growth and foster deeper customer relationships
- Oversaw companywide goal setting process and strategy planning sessions with executives
- Directly managed operational team responsible for all backend activities related to customer segment
Customer Care Manager-Outbound Programs
SmartPak Equine
06.2006 - 12.2013
- Responsible for a team of 50 ecommerce customer service representatives (onsite and remote)
- Created and instituted a comprehensive sales training program specific to our company and customer needs
- IT Liaison for customer care department to further development of sales systems
- Created an outbound calling program structure and dedicated team, which previously had not existed
- Planned the implementation of all outbound call initiatives to increase sales and customer retention
- Continually executed new tests for outreach to customers (5-10 sales projects completed per quarter)
- Executed numerous executive projects that involved coordination across the company
Education
Master of Business Administration -
Midway University
Midway, Kentucky05.2014
Business Foundations Graduate Certificate -
University of Massachusetts-Dartmouth
North Dartmouth, Massachusetts01.2011
Bachelor of Science - Animal Science, Agricultural & Resource Entrepreneurship
University of Vermont
Burlington, Vermont05.2006
Skills
- Inclusive Leadership Approach
- Strategic Sales Planning
- Versatile Task Management
- Team Development
- Strategic Change Management
- Comprehensive Reporting Knowledge
- Skilled in Contract Negotiation
- Financial Budgeting
- Strategic Decision Making
- Project Oversight
- Facilitation of Training
- Team Leadership
- Skilled in Microsoft Office Applications
- CRM Expertise
Activities And Volunteerism
- Customer care training consultant and facilitator for regional organizations, 03/01/18-present
- Kentucky Paint Horse Club President, 09/01/14-present
- Zenie Foundation Professional Coach, 01/01/18-11/01/22
- Avon Walk for Breast Cancer Boston fundraiser and participant, 05/01/07, 05/01/08, 05/01/09
- Avid equestrian
Timeline
Vice President of Operations
Panariagroup USA/Florida Tile
04.2024 - Current
Senior Director of Customer Operations
Panariagroup USA/Florida Tile
11.2021 - 04.2024
Director of Customer Operations
Panariagroup USA/Florida Tile
07.2019 - 11.2021
Director of Customer Care
Panariagroup USA/Florida Tile
04.2017 - 07.2019
Director of Sales Operations
SmartPak Equine
12.2013 - 04.2017
Customer Care Manager-Outbound Programs
SmartPak Equine
06.2006 - 12.2013
Business Foundations Graduate Certificate -
University of Massachusetts-Dartmouth
Bachelor of Science - Animal Science, Agricultural & Resource Entrepreneurship
University of Vermont
Master of Business Administration -
Midway University
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