Ryan Gardner Email & Phone Number

Salt Lake City, Ut, Us

Salt Lake City, Ut, Us

Senior Operations Manager (SLC, UT * March 2014 - Current)Technical Vertical• Responsible for 4 locations (includes work at home), 4 lines of business, 13 staff members and 205 call center representatives who support customer issues through voice, chat, and email• Orchestrated turnaround of sub-standard site performanceo Achieved Service Level Targets for all lines of business within 30 dayso Reduced call handling time by 47 seconds within 60 dayso Improve Quality results by 10% within 90 dayso First time program achieved quality targeto Met or Exceeded all program KPIs for 40 consecutive monthso Improved Cases Resolved within 8 days by 4%• Restored client confidence and contracts were renewed• Responsible for 8MM Total Annual Revenue• Achieved 72% annualized production attrition in 2017 & 37% YTD for 2018• Responsible for consistent execution of the business continuity plan• Ensure timely, consistent, and thorough communication to peers, managers, and clients.Communication Vertical (Chat)• Responsible for up to 13 staff members and 220 chat center representatives who support customer wireless issues through chat • Orchestrated turnaround of sub-standard site performanceo Ranked as the #1 Site Q3 2014 – Q1 2015o #1 for customer "Willingness to Recommend" survey scores Q2 2014 - QTD 2015o Ranked #2 out of 8 chat sites with overall performance in Q2 2014• Responsible for 7MM Total Annual Revenue• Partnered with recruiting and training to align profile and developmental opportunities to chat business needs

•Accountable for the strategic planning, development, staffing, management, financial, and operational performance. •Responsible for launching and supporting three new lines of business •Oversee the recruiting and hiring of all staff in order to meet the required throughput•Managed a team of 51 staff members and 600 call center representatives•Responsible for 18 MM Total Annual Revenue•Responsible for consistent execution of the business continuity plan•Ensure timely, consistent, and thorough communication to peers, managers, and clients.

Financial Vertical•Managed a team of 30 staff members and 550 call center representatives•Successfully transitioned a sales program to customer service focus •Progressed a 4th ranked program to #1 within 60 days •Rated #1 Supplier in CSAT, AHT, and Sales out of 7 Suppliers•Achieved 100% SLA attainment within 120 days of managing the program oNever achieved since the program launched•Responsible for 19 MM Total Annual Revenue•Increased GP 20% within 120 days•Improved agent attrition by 36%Technical Vertical•Orchestrated turnaround of sub-standard site performance, achieving or exceeding all key measurement parameters: oReduced cost/per case by $20 (Averaged 6000 cases closed per month) oReduced call handling time from 7 minutes to under 2 minutes oCustomer satisfaction scores increased 35% oImproved agent attrition by 35%•Added Duty Manager position which reduced escalated calls and positively increasedsatisfaction with the TGAs, FSMs, Sales, and Customers•Doubled technical operational staff within 90 days due to performance: 1 Technical Operations Manager, 10 Technical Support Managers, 105 engineers and 16 dispatchers •Created a succession path for employees that rewarded both the client and the employee•Responsible for 7.5MM Total Annual Revenue•Awarded business due to the increased focus on development, performance, and accountability

Technical Vertical• Managed 2 lines of business simultaneously• Brought over from managing our financial business to turn around performance with our technical business:o Increased Case Productivity by 80%o Increased Service Levels by 9%o Increased Customer satisfaction scores by 27%o Improved agent attrition by 125%• Restored client confidence and contracts were renewed• Achieved highest customer satisfaction rating since launch of program• Received additional business due to program performance• Improved GP by 35%o Eliminated client penalties within 30 dayso Achieved client bonuses Financial Vertical • Managed up to 3 programs simultaneously, 14 Team Leaders, and 260 call center representatives• Managed inbound, outbound, and chat programs• Responsible for 12 MM Total Annual Revenue• Achieved above 90% on all Key Performance Indicatorso Developed Team Leader coaching processes which moved the program from last to first place in performance within 45 days. o Developed transition curriculum to create a more enhanced process from Training to Operations• Awarded new chat business due to performanceo Successfully launched with 100% metric attainment• Achieved and maintained a passing grade for client audit results within 6 months o Never achieved within program lifecycle• Aligned H.R and Operations with a common goal of communication and accountability• Improved agent attrition for Outbound by 110% and Inbound by 65%Satellite Vertical• Responsible for launching and hiring 120 team members within 6 weeks• Achieved top ½ stack ranking within 3 ½ months• Ranked 2nd out of 10 sites for OP% o Exceeded OP projections by 8%• Lead the Sales Champion Committee• Traveled to other internal sites to enhance their performance

• Ranked #1 out of 10 Team Leaders• Responsible for managing a team of 21 call center representatives

• Responsible for meeting sales performance metrics and displaying a world class customer experience for our customers