Ashley Estrada

About Ashley Estrada

Senior operations and queue manager with experience in cloud migrations and SaaS support. At Atlassian, I support migrations enablement by managing complex queue systems, optimizing ticket flow, and collaborating with global teams to deliver high-quality customer experiences.I use AI, automation and data analysis to improve how work moves through the system. This includes identifying trends in demand and blockers, refining prioritization, and reducing manual effort so teams can focus on higher-value work. My goal is to design scalable, efficient processes that enhance both operational performance and service delivery.I thrive in fast-paced environments where strategic thinking and attention to detail are essential. I am committed to continuous improvement and enjoy solving complex, cross-functional problems that require both analytical and creative approaches.Outside of work, I am naturally curious and enthusiastic. I seek new experiences, focus on the positive and aim to live without unnecessary limitations.

Experience

1. Senior Queue Manager 2

   Atlassian

   Sep 2021 — Present

   Lead workflow strategy and end to end operational health for CSS Cloud Migrations, aligning queue design, staffing, and processes with organizational goals and continuous improvement. Own daily operations of global ticket queues, driving triage, prioritization, and assignment to ensure a consistent, high quality customer journey across regions and time zones- Design and implement automation and AI supported workflows (for example Trello to Symphony/Confluence), cutting idle time from 42.5% to 4.2% and improving resource utilization and throughput. Leverage Atlassian AI (Rovo and Atlassian Intelligence in Confluence) to surface insights from migration data, accelerate root cause analysis, and inform decisions on queue design, staffing, and risk- Participate in early adopter and feedback cycles for Atlassian AI and Rovo, providing frontline operational input that shapes product strategy and real world usability for support and migrations teams. Analyze operational and queue data, combined with AI driven insights, to identify trends, assess risk, and optimize key metrics such as IRT, BRT, and CSAT- Design and iterate on AI assisted workflows using intelligent search, summarization, and automation to reduce manual triage, improve knowledge discovery, and shorten time to resolution for complex migration cases. Develop and deliver enablement sessions and coaching on effective use of AI powered tools, transforming daily stand ups into engaging, interactive forums that foster Super User communities and strengthen team engagement and ownership- Facilitate global Monthly Business Reviews, synthesizing accomplishments, risks, and best practices to inform cross regional migration strategy and leadership planning. Champion a culture of accountability, learning, and responsible AI adoption using data driven insights and collaborative problem solving to continuously improve migration success and customer outcomes.

Education

• Ashworth College

  Business, Management, Marketing, and Related Support Services

  2014 — 2018

Skills

• Communicaitons
• Training Facilitation
• Unix
• Webex
• Salesforce.com
• Medical Devices
• Saas
• Ehr
• Customer Service
• Technical Support
• Hospitals
• Software Installation
• Software Industry
• Oncology
• Medical Imaging
• Mosaiq
• Remote Desktop
• Citrix
• Healthcare
• Call Centers
• Marketo
• Dicom
• Radiation Therapy
• Healthcare Information Technology
• Management
• Customer Support
• Microsoft Operating Systems
• Coordinating Activities
• Call Management
• Team Leadership
• Sprinklr
• Medical Oncology
• Cross-Functional Team Leadership
• Customer Escalation Management
• Documentation Practices
• Document Management
• Software Documentation
• Remote Troubleshooting
• Product Support
• Meaningful Use