Ashley Plourde

About Ashley Plourde

An engaging and professional presence, inspiring enthusiasm and dedication in team members across multiple fields. I have experience in training, healthcare, customer support, safety policy, start-ups, management and leadership. I have a track record of growing team members to increase their value to organizations, creating processes that drive results, and streamlining waste for high efficiency. With a background in Social Work, Sociology and being a trained Victim Advocate, I can help take organizations to new levels of human compassion and diversity inclusion. I have lots of experience working with BPOs around the world and coordinating training to improve many different KPIs. I\'m a trained Learning Program Manager and excellent at stakeholder management. I’m able to communicate effectively and gain buy-in from coworkers, whether they are associates or executives. I\'m a driven, honest, self-starter who truly enjoys working with others and creates a positive environment, able to improve engagement results and propel a team to the next level.

Experience

1. Training and Process Improvement Manager

   AAMC

   Apr 2023 — Present

   I lead training, knowledge management, and process transformation initiatives for a multi-program Support Center supporting national education services. My role focuses on building scalable systems, improving operational consistency, and driving performance through structured learning and knowledge strategy.I own the end-to-end training and internal knowledge ecosystem, including onboarding, continuing education, flex training, and Salesforce knowledge management for the contact center. I lead cross-functional change by defining governance models, standardizing workflows, and aligning stakeholders around shared processes that reduce risk and improve service quality.Key leadership accomplishments include- Established a formal knowledge management and governance framework, improving consistency, ownership, and operational efficiency- Led the audit, standardization, and redesign of 130+ Salesforce knowledge articles, increasing usability and agent adoption- Designed and implemented scalable training programs and learning pathways using TalentLMS to support onboarding, upskilling, and seasonal readiness- Led organization-wide process improvement initiatives, unifying workflows across teams and reducing dependency on tribal knowledge- Built business continuity into training systems by standardizing materials, documentation, and delivery methods- I partner with leadership, QA, SMEs, and operational teams to drive adoption, manage change, and ensure training and knowledge systems actively support business priorities and long-term growth.

Education

• Gordon College

  Bachelor of Sociology and Social Work (double major)

Skills

• Healthcare Management
• Social Services
• Case Managment
• Strategic Planning
• Microsoft Office
• Mental Health
• Training
• Case Management
• Home Care
• Adolescents
• Motivational Interviewing
• Medical Social Work
• Behavioral Health
• Microsoft Word
• Medical Devices
• Clinical Research
• Medicare
• Mental Health Counseling
• Healthcare
• Leadership
• Crisis Intervention
• Public Speaking
• Hipaa
• Clinical Supervision
• Therapists
• Management
• Psychosocial
• Customer Service
• Group Therapy