Ashley Bohns
About Ashley Bohns
Ashley Bohns serves as the Director of Customer Care Quality Assurance, Training and Content at The New York Times, where she has worked since 2019. She has extensive experience in customer service management, having held various roles at Netflix and SiriusXM prior to her current position.
Work at The New York Times
Ashley Bohns has served as the Director of Customer Care Quality Assurance, Training, and Content at The New York Times since 2019. In this role, she has implemented a comprehensive quality assurance program aimed at evaluating and enhancing the performance of customer service agents. Additionally, she oversees the management and development of the Help Center for direct customers, ensuring it meets the evolving needs of users. Her leadership in creating and updating knowledge base content supports customer service agents in delivering high-quality service.
Previous Experience at Netflix
Prior to her current position, Ashley Bohns held multiple roles at Netflix. She began as a Customer Service Representative/Training Assistant from 2009 to 2010, followed by a position as a Customer Service Supervisor for three months in 2010. She then served as a CS Training Specialist from 2010 to 2013, and later as a Vendor Manager for six months in 2013. These roles contributed to her expertise in customer service and training.
Experience at SiriusXM
Ashley Bohns worked at SiriusXM as the Manager of Listener Care, Certification, and Audit from 2015 to 2019. In this capacity, she managed training initiatives and quality assurance processes, contributing to the overall improvement of customer service operations. Her experience at SiriusXM further developed her skills in customer care management.
Education and Expertise
Ashley Bohns studied at Southern New Hampshire University, where she achieved a degree in Communications. This educational background has equipped her with the necessary skills to excel in her roles focused on customer care quality assurance and training.