Eric Ryan Email & Phone Number

Phoenix, Arizona, United States

Lead and oversee all functions of the Office of Military and Veteran Affairs, including engagement, outreach, operations, standardization and training, student lifecycle management, and performance management for military-affiliated students and staff. I lead internal governance efforts which interpret and translate external regulatory and legal policy changes into operational policies, procedures and practices. I'm responsible for:- Development and execution of enterprise military strategy- Departmental budget- Overseeing governance and change management - Development and management of key performance metrics- Directing outreach and engagement efforts- Performance Management- Finding actionable insights in data- Leading project teams- Process improvement & optimization- Identifying & executing on new revenue growth opportunities- University spokesperson for over 30 media engagementsKEY ACCOMPLISHMENTS:- Collaborated with cross-functional stakeholders to successfully navigate a complex transition between 3rd party platforms- Led cross-functional development of detailed business requirements, translating needs into actionable deliverables, resulting in successful development and launch of new tracking tools covering events travel, budgeting, compliance, and CRM performance management- Developed strategic plan, goals, and timelines for delivery to transform manual tasks into automated cohesive strategy - Led team leaders in development of data reporting from CRM tools for translation into KPI dashboard for leadership dissemination and performance management at team level- Increased segment sales 14% YoY by implementing efficient and consistent practices leading to reduced fluctuations in monthly lead generation- Led the development of detailed business requirements, process maps, and data dictionary resulting in successful planning and tracking tool for high-stakes outreach events and account management efforts

Phoenix, Arizona Area

Coordinate and oversee University operations to support our military affiliated student population. I interpret regulatory changes, and in collaboration with several other departments, create, coordinate, and promulgate internal changes to policy and procedures. My role is to ensure that the University remains compliant while providing world class service to our students. I am responsible for our military affiliated governance through which I coordinate the proper interpretation and maintenance of University polices and SOPs.- Communicate a clear vision for strategic priorities and connect daily work to that vision- Lead an exceptional team of operations managers in development and execution of strategy- Lead University level process improvements- Responsible for managing the periodic audit of government requirements- Drive enablement efforts allowing front line staff to provide the very best student experience- Subject Matter Expert assisting with content development for front line staff training- Manage communication channels between front line staff and leadership to identify opportunities- Lead and coordinate cross-functional implementation for all Military and Veteran related processesKEY ACCOMPLISHMENTS:- Led the effort to identify cross-functional best practices and codify into routinely reviewed policies and procedures to increase business efficiency and continuity- Analyzed relevant data and trends to develop a model for scaling operations triggered by time, events, and student volume – effectively communicated plan to stakeholders and leadership

Phoenix, Arizona Area

Lead and mentor a team of Enrollment Representatives in a call center environment as they guide students through their educational journey. My role places a strong emphasis on analysis of data and trends, coaching staff to continuously improve conversations, and maintaining accountability to success metrics.- Effectively design and execute coaching strategies to lead team to exceed enrollment goals- Train team to speak effectively to financial aid, military payment options, and degree programs- Create and implement innovative analytics using available raw data at the department level to analyze customer success metrics and identify opportunities for improvement- Lead department level process improvements- Drive the highest levels of service for students- Develop the next generation of leaders for the organizationKEY ACCOMPLISHMENTS:- Led turnaround success of lowest performing sales teams in my division, coaching to consultative sales techniques- Built and led a top performing team from scratch- Partnered with department senior leadership to develop and implement innovative data analytics tools for increased visibility over customer success and retention metrics leading to key process improvements- Collaborated with departmental leaders to design, develop, and deliver training on financial aid, military payment options, and enrollment conversations - Collaborated with cross functional teams to design, develop, and execute organizational roll out of new/improved product offerings and enhanced conversational processes

Phoenix, Arizona Area

Guided and mentored students on their educational journey. Developed an increased level of expertise in financial aid, military payment options, and university services.• Team Lead – assisted team members in meeting performance metrics• Coached newer Enrollment Reps on conversations, product knowledge and processes• Assisted manager with team building activities• Set the example and provided peer coaching for high level performance and consistency

Phoenix, Arizona Area

Executed a carefully honed consultative process to assist students with clarifying their future career goals and helping set them on an educational course to reach those goals.• Conversational discovery process• Critical thinking and problem solving• In depth discussions about relevant programs and payment options• Personal assistance throughout the entire enrollment process

Jacksonville, North Carolina Area

I was responsible for leading up to 40 Marines in the maintenance and testing of squadron aircraft, combat flight operations, as well as creating and conducting effective training courses for highly technical flight operations. Success in this role required effective communication with leadership and personnel at all levels and a high level of technical expertise.

Master Of Business Administration (Mba), Gpa - 3.93

Bachelor Of Science (Bs), Business Administration, Gpa - 3.8