Ryan Schultz Email & Phone Number

Island Park, Idaho, United States

Salt Lake City, Utah

Administered and audited system logins, trained and provided support for other sites (including new site launches), provided large scale call floor management, coordinated and executed staffing adjustments, improved work flow processes for schedule adherence and compliance, managed direct employees for day-to-day operations.

Developed and implemented customer and employee business processes for birth of DIRECTV/Convergys Resolution Team. Team was directly responsible for handling of escalated customer issues, specifically handling customers requesting to speak with a supervisor. Supervised 12 to 18 CSR’s responsible for 100% resolution and customer satisfaction of escalated issues. Worked with Convergys and DIRECTV Sr. Management Teams to identify ultimate customer satisfaction and best ways to handle unique and challenging customer service complaints, issues, and compliments. Provided recommendations to change policies and procedures through identifying root causes of escalated issues. Made suggestions of how to increase customer satisfaction and reduce repeat calls, ensuring a one-call resolution. Coached, guided, and provided constructive feedback for performance of Customer Care Resolution CSR’s. Managed calls that were escalated above the supervisor/manager level. Designated point-of-contact for VIP, frequent caller, and challenging customer issues.

Supervised 15+ Customer Care CSR’s for DIRECTV Customer Service. Coached, guided, and provided constructive feedback for performance of Customer Care CSR’s. Handled escalated customer complaints to ensure one call resolution. Managed daily employee personnel and relations, performance, time keeping, and attendance.

Bachelors, Business Management

Associates Of Science, General Studies

High School Diploma, General Studies