Ryan Camp Email & Phone Number

Atlanta, GA, US

• Collaborate with senior leadership team to establish and validate strategic vision for customer and prospect segmentation.
• Provide analytic support for segmentation strategy and marketing activities through market sizing and analysis, sales territory alignment, performance reporting and prospect targeting.
• Key contributor in driving the Cbeyond transformation to targeting larger more complex business segments.
• Development and execution of customer contact strategy and prioritization for upsell and cross sell activities.
• Contract owner and vendor liaison for Cbeyond relationships with Dun and Bradstreet, TNS and Data.com.

Greater Atlanta Area

• Provided detailed churn and retention analysis with emphasis on reason lost, customer segmentation and churn reduction strategies.
• Worked on developing value and vulnerability data model for prioritization of accounts for proactive retention and upsell activities.
• Developed, maintained and supervised production of call center reporting and analysis, including measurement of KPI's and agent scorecards.

Greater Atlanta Area

• Responsible for reporting and analysis of operational metrics to the Vice President of Customer Experience and other members of management and the senior leadership team.
• Assisted in the implementation and serve as the primary subject matter expert, administrator and analyst of the Cbeyond Customer Satisfaction program..
• Developed and maintain reporting and analysis for Service Delivery operations, Product management teams, marketing operations, churn and retention.
• As operations subject matter expert for Orbit, provide training throughout all organizations on Orbit report development.

Greater Atlanta Area

• Program Manager I /Operations Analyst February 2001- July 2008
• Responsible for tracking and reporting of operational and financial metrics for customer service and service implementation teams.
• Responsible for requirements gathering, project management and implementation of tracking forms utilizing Lotus Notes databases and creation of macro utilities with Extra Attachmate and Microsoft Excel.
• Identified by peers and managements as SME in metrics development and tracking. Developed comprehensive KPI metrics and reports that include multiple factors and measurements, including financial, process, development.
• Responsible for Executive level Operational reporting and analysis for Customer Service Centers in Atlanta Ga., Dallas Tx. and Irvine Ca.
• Responsible for Analysis and trending for Billing issue root causes and Management of the productivity of 200 customer care associates who process 3,000-4,000 complex billing adjustments monthly that total $10+ million.

Greater Atlanta Area

• Responsible for 1st level PC and Network troubleshooting to determine causes of customer service outages.
• Maintained reporting to determine overall issue root causes and operational performance metrics.

Master Of Science (M.S.), Hospitality Management, 3.8

Masters degree in Hospitality Management with specialization in country clubs and foodservice management.

Bachelor'S Degree, Business Administration And Management, General