Jolene Ryan Email & Phone Number

Minneapolis, Minnesota, United States

Rochester, Minnesota Area

• Responsible for managing all elements for a successful deployment of SaaS and On Premise customer software solutions • Focus on Key Performance Indicators. Strong time management skills • Responsible for directly managing Project Managers, Business Analysts, Solution Engineers and Customer Care specialists.• Strong mix of analytics, strategic vision, and communication skills. See Big Picture but concentrate on the details.• Develop and embed best practices for implementation methodologies and cross team collaboration with a focus on predictability, repeatability and efficiency. • Leads and facilitates departmental and individual performance improvement with over 20 years of management experience. • Oversee all project deliverables with a focus on forecasting scheduling and customer satisfaction. Believe strongly in the power of appropriate expectation setting. • Uses data driven information to work with executives on company roadmap and strategy. • Demonstrates skills in financial cost management. • Inquisitive, critical thinker.

Rochester Mn

Information technology services company serving more than 900 corporate and governmental clients.

Customer Care Manager in the Cable/Telecommunications Industry. Responsible for development, implementation, enhancement and support of Call Center personnel, processes, policies and strategies. Oversaw the daily operations of 115+ employees made up of including Customer Service Representatives, Supervisors, and Quality Specialists. Ensured activities ran smoothly and efficiently, promoted the image the organization in a professional and positive manner. Provided supervision, guidance, coaching , recognition and motivation to personnel. Attained quality and customer service goals, operational objectives and agent efficiency/occupancy. Served as Liaison with Workforce Management and Human Resources to ensure adequate resource levels were maintained.

Customer Care Manager for outsourced call center support in the Travel Industry. Clients included Northwest Airlines and Orbitz.com. Managed 150+ employees consisting of Customer Service Representatives, Escalation Specialists, Business Analysts, Quality Assurance, and Customer Relations. Assisted in timely reporting structure to measure all business activity for client, corporate and internal use. Analyzed operational outcomes and developed action plans to ensure optimal performance was delivered.

Psychology

Psychology

Activities and Societies: Theta Chi Little Sister. Delta Zeta Sorority

Certificate In Financial Planning

Certificate In Travel And Tourism Services And Marketing