Ryan Neff Email & Phone Number

San Francisco, Ca, Us

• Own daily and weekly vendor performance and KPI management• Partner with vendors to achieve performance expectations and hold them accountable where needed• Hold vendors accountable for reaching and maintaining required headcount to meet SLAs• Develop and lead ongoing continuous improvement initiatives to improve quality and cost• Lead data-driven root cause analysis for variances in operational performance• Support vendor escalations, and lead corrective action plans• Foster an environment of collaboration, engagement, and high performance• Ensure the vendors are following all Instacart processes and procedures• Partner with Training and Vendors to ensure agents are ready to answer the needs of our clients• Partner with internal Quality Team and Vendors to ensure quality standards• Execute on strategic vision for the Vendors and their performance• Create and drive Rewards and Recognition programs for vendors to motivate agents and maximize performance• Participate in the coordination of new vendor onboarding, as well as vendor off-boarding

Chicago, Illinois, Us

•Promoted to manage all North American consumer and customer support operations increasing the number of FTE in my organization from 250 to over 900.•Launched a new in-house contact center in December of 2021 consisting of remote based associates in South Africa with aggressive growth plans for 2022. •Completed Six Sigma Greenbelt Certification.

Chicago, Illinois, Us

• Recognized in 2021 with a TransUnion Spot Award for exceptional application of contingency/business continuity planning/execution during COVID driven interruptions while concurrently standing up a new 80 FTE contact center that was the first group in the organization to shift to cloud based support. • Maintained annual certifications for the Fair Credit Report Act (FCRA), the Consumer Data Industry Association (CDIA) and the California Consumer Privacy Act (CCPA). Led my business unit through multiple regulatory and compliance audits/reviews from agencies such as the Consumer Financial Protection Bureau (CFPB) and the Better Business Bureau (BBB) resulting in no penalties nor fines. • Led a division wide policy change in 2020 to eliminate consumer abuse aimed at our support representatives by advocating stronger assertiveness and zero tolerance for racist/sexist language. Combined with other work flexibility efforts, employee satisfaction increased 15%. • Delivered the lowest cost per contact at TransUnion (as low as $1.14) for 2016, 2018-2020 by making shift adjustments, securing agents to work 9x6 schedules, providing tactical incentives for morale boosts, lowering handle time by up to 20% and balancing call allocation to optimize agent occupancy. • Redesigned the Interactive Voice Response (IVR) system in 2012 and 2016 for the flagship website (www.transunion.com) which reduced unwanted call volume by 15% and 10% respectively resulting in a savings of over $4 million in operational cost and still growing.• Conceived, implemented and measured a themed performance based incentive and development program. The net result was a reduction in employee attrition from 8% to 3% month-over-month and a shortening of the learning curve from 6 to 3 months. ROI for this project was over 2000%.

Chicago, Illinois, Us

• Conceptualized and executed the consolidation of four outdated customer support tools into a single contemporary application in 2012 and still used in 6 countries. This decreased AHT almost 60 seconds.• Provided resource process efficiencies in 2008 reduce transfer rates from over 12% to less than 3% while increasing quality scores to over 90%.• Launched a comprehensive customer retention program which resulted in a substantial increase in call center sales from 2% to 20% for certain lines of business in 2006. Such an increase in a subscription based business model has contributed over $15 million in retained revenue.

• Responsible for moving all company projects forward through all phases of land development from land acquisition through building permit• Managed a wide range of residential projects including spec homes, condos/PUDs, in-fill developments, and tract homes in varied densities. • Coordinated various consultants. Reviewed and approved proposals, contracts, and change orders

• Accountable for all aspects of multi-million dollar land development projects from acquisition to delivery of lots to homebuilders• Developed detailed project schedule and cash flow report for land acquisition, entitlement, land development, land sales, & closing• Presented quarterly status updates of goals, commitments, accomplishments, major issues and critical path items to corporate executives and investment board members • Recovered $3.4 million in fee credits and infrastructure cost reimbursement that was previously considered a loss to improve the project net profit by 15%.

Miami, Fl, Us

Bachelor Of Science, Business Management

Bachelor'S Degree