ASHLEE TURNER

**** ****** **** **, **********, Indiana 46140 · 317-***-****

ady399@r.postjobfree.com · linkedin.com/in/ashlee-turner

Highly analytical, resourceful, passionate, and detail-oriented leader with global expertise in the full spectrum of people, project, and change management functions within a highly dynamic, matrixed work environment. Collaborative team player with ownership mentality and a proven track record of building top caliber teams by fostering an environment of empowerment, diversity, innovation and accountability.

EXPERIENCE

JUNE 2019 TO PRESENT

SENIOR GLOBAL TEAM MANAGER

Labcorp Drug Development, Indianapolis, IN

Team and Project Management: responsible for the strategy and performance of a cross-functional, global team of subject matter experts; set and drive strategy for talent recruitment, retention, and succession planning; establish, measure, and monitor KPI to ensure achievement of individual, team, and department goals; set and monitor performance objectives; take corrective actions as needed to ensure talent growth and team health; conduct regular team building events to foster an environment of trust, growth, diversity and inclusion, and continuous learning; own and drive a portfolio of projects while holding overall accountability for my direct reports’ projects as well; develop and deliver presentations for an executive leadership audience regularly

Training: complete oversight and accountability for all aspects of the Global Project Management Training Program; aim to improve client engagement and satisfaction by empowering staff with the knowledge, tools, and resources needed to provide world class clinical trial services; oversee training, mentoring, and continuous education of all staff; partner with stakeholders to assess training needs and design customized training solutions that align with organization goals while producing top tier talent; network with Center Of Excellence leaders to drive efficiencies and share best practices in order to stay abreast of the latest training methodologies, tools, and technologies; conduct regular gap, risk, and trend analysis to ensure continuous improvement of the training program; regularly assess, measure, monitor, and report training program KPI, making adjustments as needed to remove obstacles and ensure ongoing success

Quality: conduct root cause analysis on all major quality events; ensure agreed upon corrective and preventative actions are carried out; monitor compliance and conduct lessons learned; track and report trends; design and execute process improvements to address any service, performance, or quality gaps identified

NOVEMBER 2016 – JUNE 2019

OPERATIONS SUPERVISOR

Covance Market Access, Greenfield, IN

Program Management: Responsible for day-to-day supervision of a call center program of over 100 employees; coordinated all staff scheduling and call routing assignments daily; analysed and addressed quality or performance variances to optimize overall individual, team, and program effectiveness; coordinated and monitored resources daily to ensure client service level agreements were achieved and maintained; monitored and reported all program metrics on a monthly and ad hoc basis; wrote, reviewed, and maintained all SOPs and WIs for the program; simultaneously led 2 unique and highly visible client campaigns with vibrant success; met with client management weekly to align on client needs and deliverables

Team Management: recruited and managed a cross-functional team of 31-45 employees; conducted regular and ad hoc performance reviews for all staff and took corrective actions as needed in partnership with HR; conducted regular team building events

Quality: same as above and also wrote CAPA letters; conducted regular call quality meetings with staff and provided coaching for ongoing development

SEPTEMBER 2014 – NOVEMBER 2016

CLIENT BANKING SERVICES SUPERVISOR

Charles Schwab, Indianapolis, IN

Team and Client Management: tracked service levels to identify areas of need to maintain or raise levels of service; partnered with Workforce Management to ensure proper call routing and resource assignment daily; oversaw all Escalations Team members and conducted follow ups to ensure resolution was reached for all reported issues; provided regular feedback and coaching to staff on performance based items; researched client accounts to identify issues and utilized creative problem solving techniques to achieve timely resolution; critically evaluated and mitigated risk to the business when managing early funds release and/or fraud monitoring amendment requests

Project Management: Participated in, led, and/or consulted on several key projects across the business in partnership with external vendors, internal subject matter experts, and executive leadership

EDUCATION

DECEMBER 2022

ASSOCIATE OF APPLIED BUSINESS, Eastern Gateway Community college

Business Management with Project Management Focus, 4.0 GPA

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