Ryan Lechner Email & Phone Number

Kenmore, Wa, Us

Seattle, Washington, United States

Hired on to newly formed escalations management team; defined and expanded scope of role into leading a team of Program Managers (PMs) and Data Analysts supporting an operational team of over 150: Creating case handling workflows and documentation; building analytical framework and dashboards to influence strategic decision making; collaborating with leadership and cross-functional partners to prioritize project planning; determining change management communication strategy.• Solved data gaps by developing new data collection model and creating user guides that standardized case categorization: reduced case volume by 30% and incident rates by 17.5% by analyzing the new metrics and streamlining intake process.• Developed team strategy, wrote charter and project roadmap; expanded team scope from supporting 3 programs to 11 programs by hiring 3 PMs and 2 analysts.• Standardized program onboarding by creating new playbook, data reporting structure, and content strategy; successfully onboarded 4 new programs and created new intake process for legal regulation.

Seattle, Washington, United States

Hired into a role to scale up a newly launched risk analysis process: Documented complex technical systems (tools & workflow) and business policies for multinational operations team; created communications strategy for change management; established KPIs and reporting model; launched user forum to collect user feedback and troubleshoot issues; analyzed metrics and anecdotes, then collaborated with cross-functional partners to update policy, create training material, and improve detection models.• Improved operational performance quality by over 100% by analyzing performance data and user feedback, then publishing dozens of procedure and policy guides and hosting training sessions.

Seattle, Washington, United States

Hired as a risk analyst for new accounts; due to my high-quality analysis and decision making, was assigned with developing pilot program to conduct account risk assessment for loan applications.• Developed and scaled out the pilot into a full process by documenting my process, creating a business proposal, developing content for procedure and policy guidance, and onboarding and training the new operational team.

(Volunteer) Edit articles for rhetorical strength, journalistic structure, logic and line flow; proofread for style consistency across articles of varying topics and tone; and conduct light fact-checking.• Achieved style consistency for the 11 newsletters I edited by defining newsletter style strategy and creating house style guide; reduced editorial effort by 30% by training the in-house content team on new style standards.

(Volunteer) Joined the volunteer marketing team to support the org’s mission and gain new skills: Collaborated with marketing team and leadership to plan content development and publication strategy for blog and newsletters.• Drafted 3 articles and edited another 4, including project research and client interviews.

Beijing City, China

Hired as a content evaluation specialist; promoted to escalations team in two months: Developed internal training content and operational guides, standardized submission forms, and created case study reports for senior leadership.• Strategized, planned, and developed content for over a dozen new training modules on program policies by identifying knowledge gaps and coordinating with the policy and leadership teams to prioritize key areas.

Certificate In Editing

Master Of Arts (Ma), English Language And Literature, General

Additional experience • Two poems selected for university’s creative writing showcase Penscape • Instruction TA - Rhetoric & Composition.

Bachelor Of Arts (Ba), English Language And Literature, General

Additional experience: • Three poems published in two issues of university's student magazine "Orpheus" • MBA Assistant - Edited survey.