Ashley Dixon

About Ashley Dixon

Executive leader owning the full customer ecosystem—operations, scale, talent, and trust.I lead the strategy, execution, and continued expansion of a digital banking Customer Care organization with enterprise-wide accountability for inbound and outbound contact center operations, instructional design & training, knowledge management, executive communications, customer complaints, and social media monitoring.My role sits at the intersection of growth, risk, and experience. I build operating models that scale with the business, develop leaders who elevate performance, and ensure every customer interaction reflects clarity, compliance, and confidence. I am accountable not just for results—but for how those results are achieved.I partner directly with executive leadership across Fraud, Deposits, Payments, Product, Compliance, and Risk to align strategy, resolve escalations, and protect the customer experience at every touchpoint.

Experience

1. Vice President, Customer Care and Knowledge Management

   Forbright Bank

   Sep 2025 — Present

   Vice President of Customer Care & Knowledge Management, I oversee the strategy, operations, and growth of our digital banking Customer Care Center while also leading our Instructional Design & Training organization. Customer Care & Contact Center Leadership • Driving the overall performance of our Customer Care Advocates, Team Leads, Senior Managers, and Support Specialists, ensuring best-in-class service across inbound, outbound, Tier-1, Tier-2, and concierge queues. • Building and scaling operations to meet future demand (200+ employees), while maintaining 0% voluntary attrition and high engagement. • Partnering daily with Fraud, Deposits, Payments, Product, and Compliance teams to align processes and ensure a seamless customer experience. • Monitoring KPIs such as First Call Resolution, Customer Satisfaction, SLA adherence, and handle time — and using data to continuously improve outcomes. • Overseeing workforce forecasting, scheduling, and quality assurance to ensure every customer receives accurate and timely service.Instructional Design & Knowledge Management • Managing the design and delivery of all onboarding, nesting, certification, and leadership development programs for our customer care teams. • Driving curriculum development with our Instructional Designers and Trainers, ensuring training is interactive, compliance-driven, and aligned to product launches and regulatory changes. • Building career pathways that allow frontline advocates to grow into leads, managers, and beyond. • Measuring training impact through performance outcomes, not just completions, ensuring learning translates to improved service and employee development. • Overseeing our enterprise knowledge base, ensuring our teams and customers always have access to accurate, real-time information. • Creating a culture where feedback, coaching, and recognition are embedded into daily operations, ensuring both employees and customers thrive.

Education

• Warner Pacific University

  Bachelor of Business Administration - BBA, Business Administration and Management, General

  2019 — 2020