Ryan Phillabaum Email & Phone Number

• Manage team of direct reports helping them balance workload and goals while coaching them in their personal growth both in their career and overall development.• Oversee global staff planning activities across multiple vendor relationships and contact channels fostering cross-functional collaboration to address gaps. • Oversee scheduling matrices to ensure service level goals and financially impacting goals are achieved using forward-looking projections and historical information.• Closely partner with Business Intelligence and Operations to have a comprehensive analysis of call patterns, intra- and inter-day activities, and provide guidance as needed in real time to ensure optimal productivity and efficiency.• Partner with Workforce Forecasting Team to ensure current trends are considered for forward looking forecasts, proper up-skilling/cross-skill training is planned, and overall operations is balanced based on needs unique to each line of business and specialty teams.• Review current performance to historical trends for changes, then proactively communicate relevant findings to key stakeholders for action. • Manage day-to-day operations of all multi-lingual multi-channel contact centers worldwide.• Monitor and manage to business KPI’s while working with our partners to keep a focus on core business goals.• Validate and process vendor invoices to ensure billed amounts align with planned expenses and exceptions are supported with approval documentation.• Develop training material and reference documents as needed for internal and external WFM teams including Onboarding Training, Outage Handling Guidelines, Runbook/guide for business operations from the WFM prospective.• Continue to build vendor/client relationships with an open line of communication to ensure growth of the team and improvement in focus areas.• Workforce Administrator for WFM Specific Tools, IVR/ACD, and Messaging platforms in collaboration with our Technology team.

Norwalk, Ct

Workforce Planning – • Oversee global staff planning activities across multiple vendor relationships and contact channels fostering cross-functional collaboration to address gaps. • Closely interface with external partners to ensure comprehensive analysis of call patterns, intra- and inter-day activities, and provide guidance as needed in real time to ensure optimal productivity and efficiency.Forecasting – • Leverage cross-company data to produce contact volume forecasts for multiple lines of business and workgroups.• Maintain forecasting models to account for changes within the business to maintain high levels of forecasting accuracy. • Oversee scheduling matrices to ensure service level goals and financially impacting goals are achieved using forward-looking projections and historical information.Contact Center Operations – • Manage day-to-day operations of all multi-channel contact centers world wide.• Monitor and manage to business KPI’s while working with our partners to keep a focus on core business goals.• Build vendor/client relationships to keep a open line of communication to foster growth and improvement in focus areas.Budget/Financial Planning – • Use historical trends and forward-looking data to accurately estimate business expenses for up to 15 months for the department.Trend Analysis and Reporting – • Prepare accurate reports to key stakeholders including executive leaders, internal departments, external partners, etc. • Review current performance to historical trends for changes then proactively communicate relevant findings to key stakeholders for action. Reconciliation – • Validate and process vendor invoices to ensure billed amounts align with planned expenses and exceptions are supported with approval documentation.• Post payment analysis to show where improvements are needed and where efficiency could be gained.

Norwalk, Ct

• Management of Priceline.com employees and outsourced specialist• Compile daily statistical information regarding contact centers performance• Reporting liaison for Contact Center Management and Product Care• Monthly Contact and Cancellation Trend Reviews• Center Staffing Forecasts for overall contact volume and hours for a global workforce• Monthly Invoice and Accrual processing• Yearly and Quarterly Department Budget Forecasting and Management• Adhoc and Report creation on an as needed basis through SQL and/or Tableau• Executive Dashboard creation for review of department KPI's• Staffing and Cost impact analysis for department initiatives

Norwalk, Ct

• Contact Center Management • Compile Daily Statistical information regarding Contact Centers, improving overall accuracy in many key areas.• Overall contact trend analysis • Center Staffing Forecasts for overall contact volume and hours• Quality Assurance Subject Matter Expert • Agent Suggestion Box Reviewer• Sales content owner for all contact channels• Sales cost analysis by channel reviews, improving conversion rates again by 18%

Norwalk, Ct

• Contact center management • Oversee Sales Chat and Phone agent performance• Management of important sales related KPI's in regards to contact center and overall conversion• Improved agent conversion rates by 33%• Quality assurance subject matter expert • Agent suggestion box reviewer• Sales content owner for all contact channels• Started first interactive training material for the Sales Team to help reduce training time and short learning curve.

Norwalk, Ct

• Agent Script Content Updates and Policy Changes• Agent Suggestion Box Process Owner and Suggestion Reviewer• Quality Assurance Subject Matter Expert• Voice of the Customer Survey Review and Analysis• Monthly Customer Contact Reviews• Website FAQ Author for Air• Project/CARES Enhancement Spec Creator