Ryan Porter Email & Phone Number

Chicago, IL, US

Columbus, Ohio, United States

• Designed interactive customer service trainings in the form of eLearning and trainer led classroom sessions.
• Facilitated train the trainer sessions and developed training modules for vendors as a part of a strategic partnership between Klarna and Apple, projected to generate one billion dollars in revenue within a year.
• Analyzed data and key performance indicators to identify learning gaps in training materials; and implemented changes based off of findings.
• Utilized development software such as Articulate 360, Adobe Premiere, AI and learning management systems (LMS) to create interactive training programs.
• Collaborated with subject matter experts and cross functional teams to create an engaging learning environment.
• Developed project management skills by consistently meeting deadlines, prioritizing tasks, providing feedback to team members and communicating with stakeholders.

Columbus, Ohio Metropolitan Area

• Analyzed data using root cause analysis on a daily basis to identify trends, and app improvement opportunities. Recommended edits to routines and processes based on findings which led to an increase in proactivity and.
• Led internal and cross vendor calibrations to ensure alignment with quality expectations.
• Utilized findings to identify behaviors that effected contact resolution, customer satisfaction, and quality metrics for the US market.
• Provided individual coaching to customer service agents and helped with onboarding/training of new hires.
• Communicated trends with cross-functional teams and leadership to partner on solutions for an increase in KPI’s, and agent development
• Performed audits of email and chat interactions on a daily basis for vendors and in-house agents which led to a 7% increase in contact resolution.

Columbus, Ohio Metropolitan Area

• Established a compassionate environment by providing emotional, psychological and spiritual support to patients and their families.
• Documenting patient care services by charting in patient records.
• Educated and evaluated patients and their families about diagnoses disease processes and medications.
• Maintained a teamwork environment by collaborating with other nurses and doctors and participating in team problem-solving methods.

Cleveland, Ohio, United States

• Achieved a 100% customer satisfaction rating earning recognition as a top team member.
• Successfully closed deals by issuing new policies to 80% of homeowners, automobile, motorcycles, RV’s, and boatowners.
• Increased sales by analyzing client’s needs to provide appropriate recommendations for available products.
• Trained new agents to create policies utilizing company software.
• Took ownership of multiple revenue expansion projects including bundling and suggestive selling.

• Sourced and interviewed potential candidates, made hiring decisions to build better staffing for the business, and processed new hire paperwork.
• Trained and developed associates to run an effective business and created incentives among associates resulting in a 3x increase in employee retention and an increase in customer loyalty programs.
• Partnered with cross-functional teams including; marketing, merchandising, and loss prevention, to incorporate consumer feedback and business needs to influence merchandising strategy, enhancing in-store conversion.
• Led strategy and execution of in-store promotional marketing, resulting in YoY +11% topline growth, and contributing to regional growth targets.
• Traveled with other district managers to help other stores achieve standards.
• Ensured that LY and plan for the week was met or exceeded consistently.