Ashley Friedman
Scotch Plains
Summary
Quality Assurance Analyst and Client Services professional with a strong track record in enhancing operational performance and client satisfaction. Focused on driving quality evaluations and process improvements, while building long-term client relationships and coaching team members to excel in service delivery.
Overview
9
9
years of professional experience
Work History
Quality Assurance Analyst
The RealReal
Perth Amboy
02.2026 - Current
- Helped build and scale The RealReal's Sales Quality Assurance program by leveraging a background in Client Relations and Customer Service to maximize client earnings for sales teams while delivering a consistent and elevated client experience.
- Improved sales consistency, client experience, and operational performance through quality evaluations, coaching insights, and process enhancements.
- Partner closely with Sales leadership and cross-functional partners to identify coaching opportunities, uncover performance trends, and provide actionable recommendations.
- Train and onboard new Quality Assurance team members, ensuring alignment in scoring standards, evaluation methodology, and performance expectations.
- Develop training materials, coaching resources, and educational content supporting sales teams.
- Create and maintain process documentation, quality standards, scorecards, and calibration resources that drive accountability and continuous improvement.
- Designed custom macro workflows and operational tools that streamlined communication processes and increased team efficiency.
- Serve as a strategic partner to leadership by providing insights that strengthen employee development and overall sales effectiveness.
Senior Lead Consignor Concierge
The RealReal
Perth Amboy
09.2022 - 02.2026
- Supported leadership within a 19-member VIP Concierge team, providing white-glove service to high-value luxury consignors while helping drive operational excellence and client satisfaction.
- Managed relationships with clients generating annual sales volumes ranging from $250K to over $1M.
- Served as a trusted escalation resource for complex client concerns and service recovery situations.
- Built long-term client relationships through personalized service, strategic recommendations, and proactive communication.
- Partnered across departments to enhance the client experience and streamline internal processes.
- Consistently exceeded performance expectations while maintaining exceptional service standards.
- Highlights
- Promoted from Customer Service Specialist to Senior Lead Consignor Concierge within the first year.
- Maintained 100% KPI achievement throughout tenure.
- Developed and implemented SOPs that improved consistency and operational efficiency.
- Mentored and trained new employees, helping improve team performance and onboarding success.
- Partnered with Human Resources and leadership on employee development and performance improvement initiatives.
- Recognized as Employee of the Year for outstanding performance and contributions to team success.
Customer Service Specialist
The RealReal
Perth Amboy
10.2021 - 09.2022
- Provided exceptional customer support across multiple channels, resolving client concerns, building trust, and delivering a seamless luxury experience while consistently exceeding performance expectations.
Client Success Manager
New Jersey Monthly Magazine
Morristown
04.2017 - 09.2021
- Managed client relationships across advertising and marketing products, serving as the primary point of contact for assigned accounts while ensuring successful campaign execution and an exceptional client experience.
- Developed and executed client communication strategies utilizing CRM platforms, email campaigns, phone outreach, and in-person meetings.
- Managed newsletter creation and distribution, coordinating content, approvals, revisions, and deployment.
- Collaborated with editorial, creative, and photography teams to support advertising campaigns and special publications.
- Maintained project tracking systems and provided ongoing updates to stakeholders and account executives.
- Strengthened client satisfaction through proactive communication and relationship management.
- Highlights
- Increased social media engagement through targeted content strategies.
- Developed content calendars that improved consistency and audience interaction.
- Successfully promoted company events through digital marketing initiatives.
- Facilitated training sessions on social media best practices and content strategy.
- Strengthened client retention through strategic relationship management.
Education
Bachelor of Arts (B.A.) - Psychology
Stockton University
12-2016
Skills
- Quality Assurance & Auditing
- Client Services Leadership
- Team Development
- Coaching & Performance Management
- Customer Experience
- Process Improvement
- Training & Facilitation
- Cross-Functional Collaboration
- Relationship Building
- Operational Excellence
- Communication
- Problem Solving
- Salesforce
- Zendesk
- HubSpot
- Google Workspace
- Microsoft Office Suite
- CRM Management
- Performance Scorecards
- Reporting & Analytics
- Process Documentation
- Training Development
- Macro Creation
Timeline
Quality Assurance Analyst
The RealReal
02.2026 - Current
Senior Lead Consignor Concierge
The RealReal
09.2022 - 02.2026
Customer Service Specialist
The RealReal
10.2021 - 09.2022
Client Success Manager
New Jersey Monthly Magazine
04.2017 - 09.2021
Bachelor of Arts (B.A.) - Psychology
Stockton University