Ryan Meyer Email & Phone Number

Brooklyn, New York, United States

Established the CX Ops function at Artemis to own systems and vendor management, data analysis, UX design, and project management for the department. Significant projects include process design for customer onboarding, customer returns, and NPS survey deployment, reporting on returns and training data, and project proposals for automated CRM comms, live support chat with AI, and a Salesforce work orders system.Software competencies include: Salesforce, GetFeedback, Referrizer, Acuity Scheduling, Guru, Asana, LucidChart, WooCommerce, Coassemble, Zapier, Google suite.

--Analyzed training data monthly and quarterly to develop strategies for improving training quality and availability for clients and contractors, and meet benchmarks for improving cost-per-trainee as we scaled--Hired, trained, and managed 2 full-time training administrators and supported the back-end work of all training personnel, owning all training systems and their integrations--Created, documented, and consistently iterated all department SOPs

Greater New York City Area

--Facilitated concierge enrollment of new clients in appropriate online training content and in-person training classes, steadily implementing self-service booking processes and comms to set every trainee up for successful certification to operate our products--Remotely coordinated calendars, invoicing, onboarding, and offboarding for our nationwide fleet of training contractors--Key stakeholder in the rollout of our online training portal on Coassemble and the rollout of a bespoke training program for a nationwide strategic account

Greater New York City Area

-- Devised and implemented returns protocol for mattress and furniture products, negotiating priorities of sustainability, customer experience, transportation logistics, and driving costs down-- Established and maintained vendor relationships with national pickup services and independent charities all over North America, acting as liaison between these vendors and our CX team to problem-solve pain points, often solving urgent issues remotely-- Partnered with CX and CRM teams to customize the Salesforce Lightning platform for returns agents; Built reports and databases inside Salesforce to establish a statistical basis for grading vendors, tracking workflow compliance, and targeting cities for new or developing partnerships-- Designed and presented educational content to keep the CX team up to speed on returns protocol for each product and locale, traveled to 3rd party call center to upskill agents there

Greater New York City Area

-- Managed showroom from opening through closing, curating an on-brand experience for each guest with focus on ease, comfort, education, and *zing*-- Held knowledge on entire product line and educated guests on their design, ethos, and functionality

Greater New York City Area

In addition to Front Desk duties:-- Manager-on-duty at open and close, managed front desk and cleaning team members, made executive decisions on customer service issues, trained and coached new hires

Greater New York City Area

-- Fostered culture of positivity, good health, safety, and fun-- Provided high-level customer service for customers over the phone (i.e. class reservations, health accommodations, debriefing first-timers, operating POS)-- Provided proactive attention to instructor and rider needs onsite (i.e. bike adjustments, cleanliness, temperature maintenance in bike room, sound system)

Greater New York City Area

-- Engaged with customers to match interests to current store product, providing knowledge of material, fit, and care specs-- Assisted in day-to-day functionality of retail store by organizing inventory, processing and packaging shipment, visual merchandising-- Worked with corporate merchandising team to create all-new layout for Brookfield Place store opening, considering brand principles and opportunities in architecture

Greater New York City Area

-- Facilitate communication for all parties, sending daily regimen of emails to team-- Schedule appointments for production meetings and rehearsals, and book space for each event-- Take notes at meetings and rehearsals of decisions made and issues requiring follow-up, communicate to those concerned-- Correspond with Hotel Chelsea regarding needs of production versus needs of the Hotel

Greater New York City Area

-- Performed content and copy editing, and proofreading on texts dealing with Information Security, Banking Continuity Planning, Banking Regulations, and IT Risk Management-- Retrieved, reported, and archived compliance training data-- Performed data entry and reconciliation, especially in relation to updating Microsoft SharePoint sites