Ryan Poll Email & Phone Number

Austin, Texas Metropolitan Area

****DO NOT reach out to me to review or sell staffing opportunities nor any business systems. ****



Responsible for the overall direction of customer operations related to dispatching of assignments, DRP compliance and audit of compliance.

Partners with technology teams to develop and QA test automation in order to streamline the customer journey from time of First Notice of Loss, to Scheduling Repairs.

Reviews and shares ongoing to roadblocks with AVP team to ensure effortless scheduling within Classic Collision's shop network.

Consistent review and improvement of the overall customer experience.

Creation of tools and processes to lower AHT, and increase capture rate % of assignments that are dispatched.

Partners with business development to ensure that SLAs between DRPs and Classic Collision are met.

Created a process to reach out to missed customers and get them scheduled if they never showed up for their appointment, or never moved forward with their repairs.

Training with CCC to help with standardization of our scheduling processes across the shops and selling the value of getting the repair complete upfront.

Austin, Texas Metropolitan Area

Track and manage team member attendance.

Coach and Develop team members to meet or exceed KPI performance such as, DSAT reviews, attendance, AHT and QA results.

Partner with vendor call centers to set, strategic QA, DSAT, CSAT goals that improve the customer experience beyond eero's internal COE.

Works internally with peer groups within eero to build a solid scalable customer service organization.

Works with product managers, engineers to track trends and escalate appropriately for product enhancements.

Mines, collates and interprets metric data to create strategies to improve the customer experience and help make the frontline employee's role easier.

Ann Arbor, Michigan, United States

Responsible for decreasing response times, increasing revenue and improving the overall customer experience for all Call Centers in North America.

Establish a process in the CRM environment that measures cost per call/Ticket and Call Drivers.

Aligns 4 call centers from separate acquired businesses to act as one productive unit to service customer in the mechanical and collision space

Standardizing processes and practices for the call the centers across North America to ensure that the customer has a consistent experience and the customer is appropriate triaged.

Partner with software development CRM integration across Call Center sites

Provides leadership development for individual contributors and transition them to leaders in the business.

Directs cross training for all service types for the client support team.

Partner with Human Resources to select, train and evaluate the call center managers and Drew Technologies call center employees

Employee development, performance management/improvement, and succession planning

Evaluate and coach back customer service skills to assure consistent quality

Foster/mentor a consistent positive, cooperative, courteous, and professional attitude

Create and deliver performance reviews

Recognize and reward excellent team performance

Interview prospective new employees and provide feedback to Human Resources

Provide oversight, tactical/strategic planning for the call center teams as they provide exceptional assistance to the customer/end-user community

Mentor and develop all managers for the call centers to ensure consistency with goals and measurements for the goals

Responsible for value added call center teams processes, including prioritization, scheduling and escalations

Tracks Call center metrics such as, ASA, Abandonment rate % Service Level % and several more metrics to ensure client handling changes.

Ann Arbor, Mi

-Manages the overall direction of the RAP Call Center to ensure profitability.
-Builds processes and procedures and inspects adherence to create a consistent client experience.
-Works with Stakeholders to on board new clients.
-Partners with IT and the CRM group to build a customize CRM that decreases the number of systems into 1 point source for the call the center.
-Ongoing coaching and business development for budding leaders working towards leadership opportunities and project management.
-Completes monthly reviews of direct reports and provides consistent feedback ensuring that direct reports meet KPIs for the call center.
-Makes all personnel decisions for staffing including but not limited to forecasting, and historical review of client traffic.
-Increased productivity by 20% by reviewing client traffic trends and enact business protocol changes to ensure a short turn around time.

***I do not make determinations for partnering with new Staffing firms/outsourcers.***

Ann Arbor, Mi

Slashed antiquated business practices and streamlined workflow with provisioning team to lower turn around time from nearly a week to less than 24 hours.
Creates quality control practices to reduce error rates within the provisioning process from 15% to less than 1%.
Revamped the knowledge base by stacking resolutions into one point source , optimizes search engine results for a better return rate based on tech rep's search query which drives a higher First time resolution rate to above 80% and lower Average handling time to less than 15 mins handle time.
Works with internal groups such as Development and Product operations to test any product flaws and escalate to appropriate team for resolution.
Ongoing scoping within CRM (Salesforce.com) data to uncover new call Drivers and create solutions to eliminate the main call driver from 5% to less than 1%.
Overhauled Training operations for the Technical support dept to help ensure new product releases, Current product processes were well documented and taught for superior knowledge retention.
Responsible for staying ahead of the curve in all business practices.

Ann Arbor

Create solutions to achieve company directives/strategies not related to team metrics by developing techniques for call handling, and systems improvement so that company resources are used wisely. I partner with colleagues and reporting leadership to create scorecards relevant to meeting business objectives, and meeting client needs. Review candidates for employment and terminations. I develop and direct front line managers on how to handle team members by sharing practices that are legally defensible but also drive KPIs. I Create scorecards for front line staff to achieve client and corporate KPIs/SLAs.

Ann Arbor, Michigan

I provided coaching and feedback to reps to ensure that prescription ordering and tracking is accurate, and meets the needs insurance providers and drug manufacturers. I oversaw departmental work activities, ensured accuracy of employee timecards, staffing, and scheduling to achieve business objectives. I maintained knowledge of disease states along with related medications and supplies to ensure accurate and complete information and services are provided to patients. I enforced communication guidelines for technicians and front line agents in accordance with pharmacy law. I assisted in the development, updating and implementing of Standard Operating Procedures related to system applications, programs, processes and merchandise. I participated in the recruitment process of potential employees and performance management of current employees including but not limited to screening applicants, interviewing, employment decision, performance evaluations and employment terminations.

Southfield, Michigan

I coached and developed technical support staff to resolve escalated failures with customer equipment, network and account provisioning. I also trained staff to utilize corporate resources that will help ensure FCR but also wonderful but consistent customer experience. I developed and trained my staff to meet or exceed call center metrics. To complete the tasks mentioned above, I audited customer inbound calls for accuracy, customer satisfaction, and any other trends that may impact KPIs. I also perfected troubleshooting steps within the technical support group with cellular products and internal company applications. I Provided timely feedback for call handling improvement related to the subjects mentioned above. I coached frontline staff to strategies in order to successfully pass customer quality surveys by showing them how to sell the value of the resolution to all customers. I also helped broaden career development opportunities for my direct reports by educating them on the process and procedures related to managing teams, by organizing job shadowing opportunities, assisting with career counseling, and organizing business trainings. Other career development opportunities can also be mock interviewing in preparation for next level roles. I created solutions to achieve company directives/strategies not related to team metrics by developing techniques for improved call handling, call efficiency and systems/process improvement. I review all processes/procedures for improvement and stream ling. I conducted timely performance evaluations for the frontline staff; sets specific, measurable and realistic performance objectives; provides constructive feedback and recognition when goals are achieved or exceeded. I participated in the human resources process by interviewing candidates, deciding to hire new employees, and when it is appropriate to separate employment.

Southfield, Mi

I provisioned POTS lines for residential and business customers through applications called Verizon WISE, and AT&T web tool bar. I verified physical addresses to ensure that the service was installed correctly and escalated as needed to ensure service was operational to meet client deadlines. I scheduled vendors for cold installations as needed. I also resolved customer's inbound call inquires that were related to but not limited to, technical support, billing inquires, requests for new service. I handled executive complaints that were escalated to the gov't agencies when needed. I also completed credit checks on new customers to ensure that consumers met the requirements to start service. I made decisions to take next steps in the installation process after the credit process was complete.

Adrian, Mi

I led a team of cashiers ensuring that customers were handled efficiently and quickly. I also stocked checkout area with merchandise. I processed daily cash from registers. Also implemented procedures to prevent loss and leakage of merchandise.

Bachelor Of Arts (B.A.), Applied Linguistics

Activities and Societies: English Language Institute Headed up conversation groups of 5-7 international students from all over the world..

General Studies, Applied Linguistics

Education record

Education record