Ashley Walker

Dynamic customer experience professional with a diverse background spanning aviation, technology, and high-volume support environments. Known for delivering calm, solution-focused support in fast-paced settings, with a proven ability to de-escalate complex situations and restore customer confidence. Brings a strong record of top-tier customer satisfaction, protocol-driven operations, along with tech-sector expertise in resolving advanced support escalations and collaborating with cross-functional teams in high-visibility environments. Recognized for professionalism, discretion, and the ability to create seamless and memorable customer experiences.

Flight Attendant at Delta Air Lines (2024-08 – Present)

• Ranked within the top 98% of base-wide NPS scores, reflecting exceptional customer satisfaction and service quality.
• Coordinate in-flight hospitality logistics, including service timing, resource allocation, and customer experience flow, ensuring alignment with brand standards and safety protocols.
• Communicate operational updates to pilots and crew, ensuring alignment across multidisciplinary teams during dynamic and time-sensitive situations.
• Maintain accurate documentation, incident reports, and compliance records in accordance with FAA and internal requirements.

Community Support Escalations Specialist at Clubhouse (2022-12 – 2023-04)

• Resolved high-priority customer issues by leveraging demo environments, internal tools, and cross-functional collaboration with Engineering, Products, and Support teams.
• Achieved 100% customer satisfaction while meeting queue-share and productivity goals in high-volume environment.
• Identified customer trends and communicated insights to leadership, supporting strategic improvements to user experience and operational processes.
• Produced clear, concise documentation and communication templated to streamline team workflows and enhance service consistency.

Support Specialist Contractor at Handshake (2022-06 – 2022-10)

• Managed 45-50 customer tickets per day while maintaining 100% SLA adherence and 100% CSAT rating.
• Created and tested macro responses, knowledge resources, and troubleshooting guides to support team efficiency and customer de-escalation.
• Investigated and resolved technical issues using testing scripts, demo environments, and creative problem solving.

Bachelor of Science in Communication from Ohio University (2013 – 2017)