Devin Rahn Email & Phone Number

Winter Garden, Fl, Us

Manchester, New Hampshire, United States

Manchester, New Hampshire, United States

Manchester, Nh

Oversee Supply Chain Operations and Data Analytics teams at Emerson Ecologics.Responsible for optimizing the procurement process for 16,000+ items from 250+ suppliers. Through leveraging inventory and sales data from multiple sources, maintain demand forecasts to create balanced inventory levels across our bi-coastal distribution centers and achieve consistently high order fill rates for our customers.Support Distribution and Supply Chain teams with reporting and analytics, including development of KPI dashboards, monitoring alerts, reporting, and ad-hoc analysis. Manage data analyst resources responsible for providing insights to marketing, sales, and finance groups to support company initiatives.

Manchester, Nh

Added responsibility for managing a shared-services data analytics team to existing Contact Center department oversight. Responsible for leveraging insights from transactional sales and customer demographic data to model customer behavior and provide business intelligence to the organization. Utilize customer feedback to analyze trends and target opportunities for customer experience and sales improvement. Highly proficient with Alteryx Designer and Tableau Desktop BI tools.Key Accomplishments:- Designed over 50 data models and dashboards for operational, commercial or financial reporting and analysis.- Developed customer base metrics for analysis of value segmentation, recency, frequency, monetary value, and growth/decline rates.- Created models to predict out of pattern customer behavior to identify customers at risk of sales decline.- Generated ROI reporting to support co-op marketing revenue initiatives for over 30 suppliers.- Created 2nd-tier support team for billing issues and disputes, increasing first contact resolution for impacted calls by 30% and average response time by 3 days.- Led projects to research and implement multi-channel contact center systems, including Genesys call center, Zendesk email/ticketing, and Zopim web chat.- Implemented program to promote cross-training and development of Customer Support Associates into internal roles.- Manage departmental budget and planning.- Provide regular updates on operational performance to Executive/C-Level leadership.

Bedford, Nh

Senior Manager within a 30 person multi-site contact center focused on driving sales and providing first-level support to integrative healthcare practitioners. Directly responsible for managing forecasting and scheduling activities for the department to ensure consistent customer accessibility to support team. Worked with other internal departments to improve customer resolution workflows and response time.Key Accomplishments:- Directly managed team of 12-15 associates- Improved daily accessibility to the contact center by 30% against target goals while keeping staff to call ratio consistent.- Increased sales by $50,000 annually through improving up-selling processes and redesigning incentive program.- Created Erlang-based forecasting and scheduling practices to better predict customer call trends and effectively manage staffing against 15-minute interval targets.- Designed automated processes to reduce weekly customer surveying workload by 10 hours per week and decreasing customer follow-up time by 2 weeks.- Sponsored over 30 different website enhancements to improve customer and/or associate experience, including development of business requirements, user testing, training and post-go live support.

Bedford, Nh; Redlands, Ca

Managed a call center team of 10-15 associates responsible for providing product guidance and order entry support for integrative practitioners. Coached associates towards achieving individual and team performance excellence in contact quality, efficiency and selling.Key Accomplishments:- Led a 4-month effort to incorporate new 12 person contact center site into the Emerson business resulting from an acquisition. Focused on creating strong team synergies across sites through aggressive on-boarding and associate cross-mentoring activities.- Reduced associate on boarding time by 2 weeks through revamping training program focus.- Focused on increasing retention of high-value customers through managing a Key Account Team.- Rapidly promoted with progressive responsibility due to strong execution against performance goals.

Merrimack, Nh

Led a team of 15-20 associates responsible for providing first level guidance and support to customers of institutional clients, providing consultation in accordance with client guidelines and specifications while maintaining high quality and efficiency standards. Key Accomplishments:- Analyzed call interactions, metrics, and customer survey responses to identify associate development opportunities.- Designed incentive program to promote voluntary time off for service center associates, increasing utilization and saving over $40,000 in payroll expenditure.- Consulted on redesign of the new hire training program to identify weak areas in curriculum.- Developed and implemented strategies to reduce average learning curve, including the design of a 3-stage exam format.- Credited with leading transformation of service quality for clients to ensure retention of major accounts.- Led effort to consolidate multiple client service teams, increasing associate utilization and allowing for redeployment of staff to other positions.

Merrimack, Nh; Toronto, On

Resolved complex and escalated service issues with individual clients or groups requiring superior technical ability with all benefit plans and software applications.Key Accomplishments:- Completed a 3-month program to scale staff in Toronto, Ontario service center through accelerated recruitment efforts and driving efficiency with existing staff. Provided solutions to supervisory model which streamlined workflow and increased quality of coaching.- Assisted with the implementation of Fidelity’s Health Savings Account product to ensure customers received a seamless enrollment experience.- Facilitated on-boarding process for new hire associates, including 5-week new hire training program.

Merrimack, Nh

Provided guidance and support to institutional customers on their benefit programs, billing inquiries, and annual enrollment periods.Key Accomplishments:- Created reporting spreadsheets used to analyze statistical performance, adopted as national models.- Advised participants on how benefit programs were impacted by federal regulations.- Consistently met and exceeded departmental measurable goals.

Bachelor Of Science (B.S.) With Distinction, Actuarial Mathematics

Activities and Societies: Golf Team, Ultimate Frisbee Team

Master Of Business Administration (Mba), Business Administration

Activities and Societies: Delta Mu Delta