ASHLEY ROSS serves as the Client Care executive for Bank of America. In this role, she is responsible for the overall client experience strategy across Consumer & Small Business. Her organization manages Bank of America Voices — a client feedback program that touches more than 500,000 clients every day and provides real-time feedback to 50,000 users from the front line to the C-suite. Additionally, Ashley’s Social Media Servicing team provides real-time support to clients through Twitter, Facebook and other platforms, leading the escalation of reputation risk events and improving brand perception.
Previously, Ashley was the Consumer Business Controls executive leading the Business Controls team and programs across Consumer & Small Business. Her responsibilities included ensuring adherence to enterprise standards for risk and controls, issues management, data management, business continuity, recovery planning and change management. In addition, Ashley managed Operations Planning and Performance for the financial center channel, where she governed transactional forecasting and planning, employee capacity planning and operational performance.
She joined Bank of America in 2003 in the eCommerce Strategy group, where she led the first line of defense for risk, supplier management and online fraud. She has held leadership roles in Consumer Banking, including resource management for the financial centers, received a patent for ATM capacity planning, and was a Small Business executive responsible for online sales and product development.
Ashley holds a degree in brain and cognitive science from Massachusetts Institute of Technology (MIT) and has prior experience in management consulting and banking.
Ashley resides in Oklahoma City, Oklahoma.
Check out the incredible speaker line-up to see who will be joining Ashley.
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