Ryan Mcfarland Email & Phone Number

New York, New York, United States

Naples, Florida, United States

Naples, Florida, United States

Fort Washington, Pennsylvania, United States

• In this role, I support Project and Product Managers to develop requirements for new and enhanced functionality and projects within our internet/eCommerce. Ensures all products and services of the business to consumer.
• Perform all phases of business analysis and project implementation from ideation and discovery through project management, launch support and user acceptance testing
• Work closely with business stakeholder(s) and technical staff to review business needs, define requirements and develop solutions
• Prepare requirements documentation outlining business needs, project scope, functional requirements, testing plan, and all constraints, issues, and risks
• Continuously monitor resource allocations, project budget, timelines and milestones
• Perform technical validations prior to user acceptance testing and work with the business stakeholders to ensure successful roll out and hand over

Fort Washington, PA

- Manage Workforce personnel. - Administration of setup and utilization of Workforce Management software and ACD reporting (Avaya & Aspect).- Administration of communication to and from contact center operations on call activity.- Collection, analysis and reporting of historical department/agent performance statistics.- Manage long-term forecast / staff.

Fort Washington, PA

- Perform data mining to provide in-depth understanding about Contact Center performance at multiple levels.- Develop and deliver research findings to management that incorporate multiple inputs and provide tangible ideas for improvement.- Standardize on-going reports and generate ad hoc reports to support all Contact Center business units.- Apply.

Fort Washington, PA

- Managed team of 15-25 counselors in exceeding department expectations through bi-weekly and monthly meetings to discuss individual performance. Also maintained metrics by integrating group coaching sessions to ensure consistent feedback despite higher call volumes.- Worked with department leadership team on yearly phone quality upgrades. Once in place.

Fort Washington, PA

- Acted as interim supervisor from February 2013 - August 2013 to provide leadership to a team of 20+ customer service agents- Created agendas, modules and job aids for use in facilitating new hire training, recurring counselor training, customer service training, and one-on-one training - Initiated and designed team focused on training current.

Fort Washington, PA

- Employed active listening skills to identify needs, seek solutions, and motivated customers to optimize results and reach goals- Met and exceeded all performance benchmarks as issued by the call center manager- Selected to handle specialized clients in the Healthcare Provider and Glucofit Networks; chosen by senior leadership to be part of a small team.