Ryan Krieger Email & Phone Number

Orem, UT, US

• Built and scaled a CCaaS Product that integrates veterinary CRMs with ACD powered by Five9 that includes list management and client qualification with customizable contact plans over email, SMS, and phone
• Led a 65-member contact center team, overseeing daily operations, resource allocation, and performance management to ensure high-quality customer interactions and alignment with organizational goals, resulting in.
• Developed feedback loops with CSAT surveys, call reviews, NPS survey, and dedicated office hours to find functionality enhancements and feature updates
• Designed and launched an internal tool for agents that streamlined the management and integration of customer data, enhancing data accuracy and accessibility
• Leveraged AI to assist agents with dynamic scripting and automated routing to increase agent efficiency and reduce contact center cost

Salt Lake City, Utah, US

• Led the development and execution of a rolling year-long product roadmap, aligning cross product teams, and prioritizing features that drive user engagement, customer lifetime value, and market competitiveness
• Implemented new customer identity systems to integrate previously siloed experiences and allow customer to seamlessly move between product offerings, increasing LTV 12%
• Organized super user feedback group to test new product features and gain customer insight
• Devised billing reminder and free trial communication to reduce chargeback frequency by 18%
• Revised customer journey to holistically include all available product offerings increasing conversion and reducing customer churn

Orem, Utah, US

Orem, UT, US

• Responsible for the vision, leadership, and key metrics for our customer experience, and marketing departments.
• Managed marketing, operations, and CX teams in conjunctions with 150 in house and 200 offsite CS representatives for the entirety of the customer lifecycle
• Created new training and disposition system to correctly catalog call reasons to power decision making and project success
• Developed an online customer portal that allowed customers to make payments and view/update account related information, reducing CSR call volume by 18% and account delinquency rates by 21%
• Automated the customers post sale journey to include relevant information at the correct steps, reducing TSR calls by 15%
• Evaluated routing logic to create an on-boarding experience for the customers first 90 days minimizing channel switching

Orem, UT, US

• At Alder we provide peace of mind through an advanced DIY home security alarm system that integrates 24-hour central station monitoring, 360 degree perimeter protection, and camera functionality.
• Responsible for the growth and strategy for all marketing channels, including paid search and social, display, SEO, affiliate, and partnership programs.
• Optimized lead generation program to support door-to-door and inside sales initiatives
• 3 years of over 100% year over year growth while keeping CPM, CPC, and CPA in check
• Increased Alder’s online reputation from 3 stars to 4.7 stars on Trustpilot.
• Drove leadership to embrace ecommerce options to expand Alder’s sales channels

Provo, UT, US

Management of team responsible for: Department and executive KPI reporting. Upkeep and creation of Digital Marketing channel dashboards. Platform integration and implementation. Channel forecasting. Analytics and machine learning road map.Adobe Analytics (Workspace, Discover, DTM, Test & Target)Google Platform (Analytics, Tag Manager, 360.

Provo, UT, US

Responsible for creating and maintaining metrics for Vivint's lead generation and capture portion of their website. Reporting for conversion rate optimization and A/B Testing.Adobe Analytics (Workspace, Discover, DTM, Test & Target)Microsoft SSMSObservePointProficient in JavaScript, jQuery, HTML, CSS

Orem, Utah, US

Black Ridge Media specializes in creating custom marketing technology and analytic solutions for companies along the Wasatch Front. We currently offer dynamic number insertion (DyNo), call tracking, SEO competitive keyword analysis, analytics platform integration, and consulting.

Düsseldorf, North Rhine-Westphalia, DE

Explored solutions with machine learning algorithms to segment Henkel's finished goods inventory within each business unit. Applied safety stock strategy simulations to clustered segments to optimize Henkel's inventory and customer service KPIs.

-Validated departments intuition with survey data-Recommended department create a new, reduced, more focused survey to gain more insight-Managed a team of six students to develop models for future marketing groups and financial planning-Cleaned survey data and created statistical models using cluster analysis and logistic regression in RStudio

Pleasant Grove, UT, US

-Worked under the direction of the Head Chef in a high volume, upscale catering company-Collaborated to introduce new data driven strategies to reduce food costs-Supervised two to three employees to complete time sensitive projects-Coordinated food preparation time to meet necessary deadlines

Master’S Degree, Business And Data Analytics

Bachelor’S Degree, Mathematics

Electrical Engineering