Ryan Erickson Email and Phone Number

Responsible for handling client interactions via inbound phone calls, chats, and email in a high paced and high production environment. Delivery of quality interactions to the client is of the utmost importance regardless of channel. The Contact Center mission statement is “Delivering consistent, professional and quality experiences from one client interaction to the next.” New agent trainer, responsible to train new agents in role from day one to fully sufficient agent within 5 weeks, edit training schedule to accommodate business needs, communicate with leaders on development goals and create resources to support agents. Piloted new training program to maximize efficiency without sacrificing quality of development. Managerial responsibility to be point of contact for other agents when no manager available, take manager escalation requests, approve credits or policy exceptions when appropriate.

Responds to a variety of inquiries concerning Company policies, procedures and Public Utility Commissions Rules and Regulations, rates and rate changes.Takes customer requests for service connects, disconnects, or transfers. Enters the required information in the CIS system reflecting the customer's request and sends to the field for completion. Charges customers the appropriate connect, disconnect, and miscellaneous fees. Responds to customer phone calls concerning delinquent accounts and follows standard payment arrangement procedures. Works with customers to reconnect service after disconnection for nonpayment. Processes customer payments online through a third-party vendor. Responds to customer calls concerning outages and emergencies. Follows procedures of reporting emergencies and outages by creating trouble orders through current customer information system and/or Web Call entry and by communicating directly with dispatch or field personnel as necessary.Handles all types of inbound and outbound customer calls in a professional and customer-oriented manner by utilizing Phone Pro techniques.Maintains regular and punctual attendance and performs other duties as assigned.

Duties include: Coaching 20-30 team members with Average Handle Time reduction goals with an average 30-second drop-in time over two months, incorporated SIX Sigma technique to identify personal and team blockers. Use of Pareto chart worksheets for tracking agent KPI's, identify opportunities, and to enhance the agent success rate. Document coaching opportunities, advantages, and employee relation to change. Responsible for Compliance coaching for a team of 20-30 agents. Leading team Huddles, designing training for meetings, and other duties assigned by the senior vice president. Assigned various projects for new employee training criteria, updated training guides and regulatory guideline updates and communication with team. The primary responsibility is to educate clients on their Credit Card structure. Enhance card product by outlining benefits associated with product use. Work with clients for inbound call support, de-escalate consumer concerns with problem-solving skills, influencing customers on proper processes, and document each call. Assist customer service agents with inbound escalated calls; answer general account-related questions and assist in account maintenance. Support customer service representatives by creating an adaptive learning environment that is customized to the agent. Maintain knowledge of current policy and procedure updates in addition to being a subject matter expert on portfolio accounts assigned. Adapt and implement new policies or procedures immediately and lead others to understand the changes. Responsible for personal time management, metric data analysis to define goals and develop strategies for success. Use MS office products for internal communication, group presentations, training, and development. Assist a diverse group of agents as a subject matter expert while remaining respectful to different opinions on real questions.

In charge of managing restaurant, duties includes hiring, displining, coaching, guest satisfaction, speed of service & cost control. To better enable guest satisfaction I employ individuals whom can help me achieve the level of service customers deserve, I also believe in the 'fish' philosophy to help achieve satisfaction for both internal & external service.

KEY RESPONSIBILITIES TO MANAGER FOOD COST, LABOR ANALYSIS, HIRING, CORRECTING AND TERMINATION OF EMPLOYEES. ENSURE THAT ALL COMPANY GUIDELINES ARE IN EFFECT, AND REPORT FINANCIAL DOCUMENTS ON A DAILY AND WEEKLY BASIS. PART 0F THE MARKETING PROGRAM IN WHICH I AM RESPONSIBLE TO GO OUT TO LOCAL BUSINESS AND MARKET MY PRODUCT BY BEING THE FACE OF PITA PIT, AND OFFERING DISCOUNTS FOR TRIALS.

Key responsibilities are to manage food cost, labor analysis, speed of service, food safety, hiring and termination. Ensuring all company guidelines for P-PATs is current. Ensures that Sales documents, labor and food cost are filled promptly for company audits. Also works with the restaurant on training development plans for up coming Shift Leaders, and employee development. Previous restaurant deemed top 10% in the company for sales growth, recently recognized as having a Record Breaking sales week at current restaurant.