Summary
Overview
Work History
Education
Skills
Timeline
Generic
ASHLEY FORGACS

ASHLEY FORGACS

Loveland

Summary

Knowledgeable Customer Success Manager with solid foundation in optimizing operational processes and driving efficiency improvements. Proven track record of managing cross-functional teams to achieve project milestones and streamline workflows. Demonstrated proficiency in strategic planning and problem-solving, ensuring continuous improvement and operational excellence.

Overview

13
13
years of professional experience

Work History

Operations Manager

One Hour Heating & Air Conditioning
03.2021 - Current
  • Lead operations for a $12M HVAC business, achieving 15% EBITA and 2% YOY revenue growth.
  • Develop and implement strategies that improve customer satisfaction, retention, and service delivery.
  • Track customer-related KPIs and deliver performance reports to executive leadership.
  • Resolve client escalations quickly and effectively, ensuring positive outcomes and repeat business.
  • Manage full-cycle employee development and team performance across departments.
  • Oversee and optimize marketing campaigns to align with customer acquisition and retention goals.
  • Foster a culture rooted in service excellence, proactive communication, and accountability.

Call Center & Dispatch Manager

One Hour Heating & Air Conditioning
02.2012 - 03.2021
  • Managed daily operations for a high-volume call center and dispatch team supporting HVAC, Plumbing & Electrical services.
  • Supervised and trained a team of 12+ representatives and dispatchers, focusing on customer experience and service efficiency.
  • Streamlined dispatch workflows to improve technician scheduling, leading to a 25% increase in booking percentage.
  • Implemented call scripting, training programs, and scheduling tools that improved booking rates and reduced hold times.
  • Monitored key performance metrics including call conversion, first-call resolution, and service response times.
  • Handled escalated customer issues, coordinated with field teams, and ensured alignment between customer expectations and service delivery.

Education

Associate of Business Management -

Front Range Community College
Fort Collins, CO

Skills

  • Customer Experience & Retention
  • Relationship Building
  • Direct and Digital Marketing
  • Onboarding & Engagement Strategy
  • KPI Tracking & Reporting
  • Team Leadership & Coaching
  • Strategic Communication
  • Conflict Resolution
  • Cross-Functional Collaboration
  • Process Improvement
  • CRM Tools & Data Insights
  • Workflow optimization

Timeline

Operations Manager

One Hour Heating & Air Conditioning
03.2021 - Current

Call Center & Dispatch Manager

One Hour Heating & Air Conditioning
02.2012 - 03.2021

Associate of Business Management -

Front Range Community College

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ASHLEY FORGACS