Ryan Belcher Email & Phone Number

Westwood, Massachusetts, United States

-Revamped implementation and onboarding framework to align with the company's expansion into the SaaS domain.-Facilitated seamless collaboration between support and product teams while serving as a new, advanced tier of customer support.-Spearheaded all aspects of the company's integration with the prominent payment processor, Stripe.-Led the.

-Managed a group of direct reports on the Zmags support team across the US, UK and India.-Accomplished faster than ever reply times (under 2 hours), maintained a 99% CSAT (Customer Satisfaction Score), and notably improved Zmags’ NPS (Net Promoter Score).-Optimized processes in Zendesk using macros, triggers, automations and more to enhance efficiency in.

Boston, Massachusetts

-Redesigned and revamped two outdated customer support portals, improving documentation structure for long-term maintainability.-Built a comprehensive library of on-demand learning videos, ranging from full walkthroughs of the software to quick breakdowns of specific topics.-Attained a remarkable 1000% increase in average monthly interactions (clicks and.

Boston, Massachusetts

-Joined the organization during its growth phase and played a key role in establishing theSupport department.-Implemented support processes, enhancing communication channels and improving customersatisfaction.-Independently designed a Zendesk support portal and knowledge base, providing customerswith self-service options.

Burlington, Massachusetts

-Became the company's first US-based support team member, contributing to international success.-Provided technical support and onboarding for clients across the US and UK, including reputable publications such as The Boston Globe, The Chicago Tribune, The Guardian, and The Evening Standard.-Demonstrated efficiency in the fast-paced digital publishing/news.

Lincoln, Massachusetts

-Mastered the company's software through guided orientation and self-teaching methods.-Assisted clients via email, phone, or on-site, while functioning as an extension of the production services department when needed.-Utilized a variety of tools in the Microsoft Office 365 and Google Suites, for both internal and customer facing purposes.