Ryan Emerson Email & Phone Number

Charlotte, Nc, Us

Charlotte, Nc, Us

•Lead multiple geographically diverse contact centers, overseeing a workforce of 300+ agents and driving consistent operational excellence.•Administer a multi-million dollar budget, encompassing customer service operations, BPO services, professional fees, SaaS, and telephony solutions.•Guide a team of professionals to deliver complex client engagements, execute continuous improvement initiatives, and enhance loyalty and retention through data-driven strategies and cross-functional projects.•Develop Statements of Work (SOWs), negotiate contracts with suppliers and service providers, and manage key vendor relationships.•Collaborate with product owners, training, and quality teams to establish Standard Operating Procedures (SOPs) that enforce compliance and elevate support quality.•Oversee workforce management planning to achieve forecast accuracy, optimize resource allocation, and align with budgetary goals.•Leverage data analytics to identify improvement opportunities, recommend process enhancements, and drive product innovation.•Establish KPIs to ensure alignment with business objectives, fostering a high-performance culture and exceptional customer support.•Utilize Voice of the Customer (VOC) surveys and data insights to establish support baselines, develop action plans, and drive improvements in customer satisfaction metrics (e.g., NPS, CES, CSAT).•Champion cross-functional collaboration to surpass business expectations and provide maximum value to end-users.•Advocate for process automation to enhance customer experiences, manage costs, and improve agent efficiency and key department metrics.•Act as a hands-on crisis manager, executing decisive actions to mitigate business risks and safeguard customer experience during critical situations.

• Certified Project Management Professional (PMI PMP)• Manage variety of projects including corporate-level, high-visibility initiatives• Manage collaborative project teams consisting of c-suite stakeholders and multiple divisions• Lead large projects for marketing, big data, web development, software development/implementation, change management, Learning & Development• Versatile leadership including both Agile and clearly defined projects

Bartlett, Tn

• Manage training and quality initiatives for five internal departments and four outsource BPO contact centers• Direct manager of two instructional designers/trainers, two quality analyst leads, and one system administrator• In-directly manage eight classroom facilitators and 18 quality analysts at four BPO contact centers• Build intranet site with over 400 procedures, resources, and guidelines• Apply reporting tools, quality assurance monitoring, and focus groups to identify product issues and service opportunities• Lead projects for software implementation and learning & development

Bartlett, Tn

• Launch a Training and Quality Department from scratch• Build new hire course and synchronize four contact centers in multiple countries on the same curriculum and quality standards• Build e-learning courses for refreshers and training segments, providing consistency in difficult topics • Indirectly manage and develop trainers and quality evaluators four contact center locations • Apply reporting tools, quality assurance monitoring, and focus groups to identify product issues and service opportunities

Bartlett, Tn

• Construct new quality monitoring process to synchronize four call centers • Produce a dramatic improvement in customer satisfaction• Designed a customer reporting system to accurately capture skill-based metrics• Responsible for all vendor communications, metrics, call routing, and quality

Bartlett, Tn

• Work directly with new vendor to construct Focus Groups which provides data for resource development• Provide speedy and expert service to major accounts, high profile, customers• Manage all fax and mail written correspondence• Represent the company as presidential liaison for customer service issues

Memphis, Tn

Specializing in professional audio design and sales. Duties were to analyze, design, sell, and oversee the installation process for audio, lighting, and video systems created for diverse applications and venues. Created an inventory control and ordering system to regulate cash flow and increase financial precision. Utilized sales tactics and methods to secure new cliental and maintain account relationships.

Leadership Development Program

Bachelor Of Business/Communication, Business / Communication, 3.6

Organizational Leadership

Education record