Ryan Jackson Email & Phone Number

Lexington, Ky, United States

Manage a team of Member Experience Officers to exceed targets and provide excellent customer service for call-center; maintaining quality assurance of 90%, improving handle time, and maintaining call abandonment rate under 10%Developed the first internal Quality Assurance program and guidelines for the organization resulting in a 30% improvement in call qualityRe-structured the department to reduce third party call overflow usage resulting in a cost reduction of ~$30k per month and call abandonment decrease of ~50%Coach call center staff through challenging customer service issues and resolve call escalationsAnalyze call center data and prepare reports for monthly executive reviewLead department meetings, share monthly metrics and discuss process improvementsHire, onboard and train call center team membersEvaluate staff effectiveness and performance providing leadership and development for Member Experience Officers through coaching and training opportunitiesHelp develop monthly, quarterly and annual call center goals and action plansConduct call volume analysis and resources planning to prepare work schedules to ensure sufficient coverage

St. Louis

+Search Engine Marketing+Google AdWords account audits to find opportunities to increase account performance+Manage ad Campaigns daily to increase traffic to websites, youtube and facebook pages through keywords+Regular A/B testing and analysis+Facebook and Instagram Advertising+Youtube Advertising+Set and Monitor PPC, CTR, Conversion Rates, Keywords.+Search Engine Optimization+Ongoing research and development to fine-tune advanced targeting tactics+Google Analytics reporting to identify trends and abnormalities

Saint Louis (Creve Coeur), Missouri

Supervised day-to-day activities of 15-24 employees both direct and indirect employeesMotivated and encouraged staff by building rapport while helping employees implement sales techniquesOn Job Trainer, Jan 2011 - Apr 2011Monitored agent calls for Quality AssuranceTrained new-hire agents to improve Quality Assurance and sales techniques.Trained employees to understand when, why and how to use sales verbiage effectively.Travel Consultant, Sep 2009 - Apr 2011Used sales techniques as a travel consultant to increase profitManaged and sale for over 20 accounts in the travel industryProvided professional customer service while working with clientsAs a member of the Defect Research Team identified cost savings opportunities of $6,000 over 6 monthsCoached to maintain and improve quality assurance among direct reportsConducted monthly reviews with employees to ensure team met or exceeded goals: average handle time, after call work , defects, quality assurance, activity sales attendance and schedule adherenceReviewed and approved payrollInterviewed potential new hiresObserved, resolved, and escalated anomalies, and technical issues to the service desk for quick resolutionTracked individual team metrics to coach employees to improvementCommunicated areas of accountability and performance expected of employeesDeveloped direct reports to improve resulting in career advancementFacilitate monthly team meetings for direct reports and management team

St. Louis