Ian Frye Email & Phone Number

Bangor, ME, US

Chattanooga, Tennessee, United States

Farmers Branch, Texas, United States

• Actively engaging with partners/customers on both a proactive and reactive basis, and working cross-functionally with other groups to address root causes for dissatisfaction and churn in efforts to improve overall.
• Maintain a detailed understanding of products and services, assist customers with questions and suggest the best products for their needs
• Optimize existing processes within the company and actively enhance all Customer Success initiatives
• Drive partner/customer retention
• Analyze partner business needs and help in the creation of business programs to facilitate business growth in high-touch and tech-touch models
• Provide visibility and internal awareness regarding partner/customer health and drivers of attrition on a monthly/quarterly/yearly basis, to help inform actions across the business

• Account management, including communicating relevant account information to the customer with focus on resolving all issues while instilling confidence and trust
• Troubleshoot and resolve technical problems and other general account inquiries in a single customer interaction to create a positive Net Promoter Score (NPS) and enhance the customer experience
• Improve customer satisfaction and maximize sales and retention opportunities using up-to-date knowledge of competitors' environments, products and services.
• Proficient with multiple software platforms from Microsoft Teams and Office, Outlook, Salesforce and Help Desk

Tucson, Arizona / Dallas, Texas

• Managed up to 70 employees daily for multiple $200 million annual revenue locations. Responsible for coordinating the entire front of house operations.
• Highly successful ensuring strong member satisfaction, and leading teams to deliver top quality service and maintain high yearly renewal rate through outstanding member service.
• Led teams in sales and membership upgrade blocks bi-monthly.
• Established schedules for up to 100 employees weekly to optimize business operations and maximize workforce utilization.
• Managed the traffic flow of 6,000 daily customers. Evaluated and resolved member issues and complaints, with prompt, friendly, courteous member service.
• Performed audits on returned merchandise, adjustments and returns for overcharges and price reductions.

Tucson, Arizona Area

• Managed up to 12 merchandising employees to ensure allocated sections of the warehouse were cleaned and stocked. Coordinated the receiving and unloading of 3-4 trucks daily.
• Led a team of stockers and forklift drivers to ensuring proper inventory levels. Maintained established merchandising standards, sales floor and promotional displays. Focusing on top 10's, mandatory merchandise and.
• Skilled in visual merchandising, maintaining a clean and organized work area even under the short deadlines on a nightly basis.

Tucson, Arizona Area

• Former certifications as a forklift and EPJ driver, Arizona UST operator, HIPAA, food safety and more.
• Received, unloaded and disseminated 3-4 trucks to proper departments under tight deadlines on a nightly basis.
• Stocked and rotated merchandise from sales, seasonal and fresh departments while driving sales with high demand and new products.

Tucson, Arizona Area

Education record

Education record

Education record