Ryan Santos Email & Phone Number

Mesa, Az, Us

Seattle, Washington, United States

Seattle, Washington, United States

Seattle, Washington

-Enhanced client experience by providing guidance through technical difficulties of software and advising proper installation and maintenance of equipment in the store and in a corporate environment, thus enabling the client to be more self-sufficient and reducing the need to call for assistance by 25%.-Translated engineer jargon to layman's terms for high-level executives in order to understand why processes can or cannot be done within the business needs.-Personally training 60+ individuals on how to deliver exceptional customer service and the importance of having a troubleshooting mindset; resulting in lower call volume by 30% and increased customer satisfaction by over 45%.-Achieved 100% call procedure ratings from management on every call, and consistently above 85% First-Call Resolution; resulting in a drop in call volume from those clients by 60%.

Renton, Wa

-Responds to requests for administrative assistance in person, viaphone, electronically-Tracking employee timecards/vacation/absences through Kronos andPeopleSoft-Recruiting employees through Taleo-Repairing/Fixing office equipment-Scheduling interviews for multiple managers-Highest Achievement- Within my first two weeks, I was able to improve on theformer Administrative Assistant's workflow, allowing for introductions for multiplenew processes; including documenting stolen/returned/defective items, makingnew spreadsheets to track employee attendance records, and fulfilling onlinecustomer product requests to mail to the customer's home address

Greater Seattle Area

-Completed onboarding training in 10 business days rather than standard 4 weeks, enabling the understaffed team to provide exceptional customer service to callers.-Designed a “cheat sheet” doc that was rolled out to the team in order to improve resolution efficiency, thus reducing the average call/resolution time by 40%.-Local IT Technician; assisting teammates with understanding the technical issues they encountered, as well as the maintenance and installation of common workplace equipment (computer monitors, towers, printers, fax machines, etc.), resulting in a reduced wait time for the company's IT department to send out a technician to determine the problem and providing a fix.

Phoenix, Arizona Area

-Implemented SalesForce to provide communication to 3rd-parties for properties in my Portfolio Management, I was able to increase productivity of property maintenance by 30%, and decrease procedural wait times by 25%.-Developed advanced step-by-step procedure to ensure a streamlined process, increasing productivity for the team by 35%-Local IT Technician

Phoenix, Arizona Area

-Ensured customer profiles and accounts were secure and certified by processing corrections and updating customer profiles and tax documents, reducing customer transaction interruptions by 30%.-Assisted customers' understanding of company compliance requirements, enabling customers to continue using their money without further interruptions, increasing customer satisfaction by 25%.-Improved team-wide script to focus more on customer needs which ultimately improved productivity by 35% and customer information accuracy by 15%.-Local IT Technician

Phoenix, Arizona Area

-Oversaw production reporting for the 2nd Lien and Curtailment teams-Worked across business lines in order to have claims filed within compliance, resulting in a reduction of missed opportunities by 75%-Implemented automated process improvements in reporting that increased productivity by 125%.-Local IT Technician

Phoenix, Arizona Area

-Supplied requested documents to mortgage insurance companies from internal Bank of America systems, resulting in a decrease of 35% of monetary loss due to missing claim deadlines-Reviewed underwriting loan approvals in order to ensure documents being requested were required at loan origination, ensuring no monetary loss due to incomplete or inaccurate information-Local IT Technician

Phoenix, Arizona Area

-Corresponded with internal departments, government agencies, and attorneys to ensure processes were completed within Bank of America and FNMA guidelines, ensuring deadlines were met and a reduction of 75% monetary loss-Exceeded work production goals by over 150% of the required volume and audit accuracy above 97%, giving me the opportunity to audit peer work to ensure accuracy, resulting in 125% monetary gain for the department.-Local IT Technician

Phoenix, Arizona Area

-Received, organized, and sent Renovation loans, resulting in an increased productivity of the department by 75%.-Assisted with Loan Processing and Closing when understaffed, resulting in an increase of team productivity and meeting deadlines.-Local IT Technician

Phoenix, Arizona Area

• Built/unbuilt/repaired desktop/laptop computers, digital cameras,video game consoles, TVs, and small appliances• Worked in every department to better understand our products and inorder to help the customer completely from end to end• Became a sales lead (shift supervisor) with a team of 6 people underme after only 7 months working thereHighest Achievement - Built a firm relationship with local corporate executivewhich led to years of thousands of dollars’ worth of products and servicespurchased directly through our store specifically

Phoenix, Arizona Area

• Answered inbound phone calls pertaining to nationwide sales of Sonyelectronics, including cameras, phones, TVs, and video game consoles.• Worked with a team to compete for the best turnover rate for saleswithin the Sales department• Audited peer work for accuracyHighest Achievement - Averaged production volume to over 120% of requirementand maintained audit accuracy at or above 98.5% consistently.