Ryan Schmidt Email & Phone Number

Saint Paul, Mn, Us

Crystal, Minnesota, United States

IT Support DeskPrimary responsibility: Identify and troubleshoot technical issues presented through open tickets and live emergency situations.• Prioritize handling of open IT tickets based on level of urgency. • Troubleshoot user issues – software, hardware, web issues, VPN, server, virtual machine, cloud. • Maintain physical drives of N-Class Server.• Develop and test updated Linux OS for end users – Ubuntu.• Phone systems – Shoretel, Mitel – hard and soft phones for internal and external communications.• ISP troubleshooting – internal and remote.• Local network setup and troubleshooting for new and existing locations.• Customized PC setup for internal and remote users.• Create and update basic troubleshooting guide for end users.UnderwriterPrimary responsibility: Review credit applications from the sales team for approval and strategize plans so customers can get approved.• Review credit applications in order to make the best decision for approval.• Answer salesperson questions and provide feedback.• Audit final documents and loan contracts to ensure proper completion.Team ManagerPrimary responsibility: Coach and motivate a team to generate store traffic.• Oversee a team of agents to ensure goals are met while maintaining high quality calls. • Provide daily reports and celebrate accomplishments while coaching as needed. • Provide ongoing training to help agents be successful while promoting continuous improvement.• Work with team of trainers to effectively train new hires. • Provide disciplinary action when necessary adhering to company policies.• Implement procedures and train a team to handle online classified ads.

North Mankato, Minnesota

Primary responsibility: To ensure positive customer experience to product dealers and promote continuous improvement for existing processes and procedures.• Oversee agents to ensure goals are met and address issues or concerns.• Weekly sessions with all agents to discuss statistics and goals.• Provide daily, weekly and monthly reports from multiple systems in order to always improve the department on all levels. • Assisted with development of processes and procedures for new large accounts while providing good service in a timely manner through proper communication with other departments.

Phoenix, Arizona

Primary responsibility: To provide excellent customer service to providers and members through solving problems in timely manner.• Oversee 35 CSR’s and 2 CSR2’s to ensure department goals are consistently met as required by contract.• Monitor calls and conduct ongoing training with reps to ensure highest quality.• Developed and field tested inner skeleton of the first intranet system for Avesis Inc. which was implemented for companywide use. • Identify areas of opportunity within the department and implement new procedures to promote continuous improvement.• Successfully created the mentoring program for trainees. • Perform audits throughout the department to ensure HIPPA compliance.

Tempe, Arizona

Primary responsibility: To ensure excellent customer service is maintained for new and existing clients by problem solving through advanced product knowledge to resolve any issue.• Monitor calls and provide CSRI’s constructive feedback on effectively working their areas of opportunity by asking questions and providing examples of how and why.• Provide reports of statistics and quality scores.• Identify trends and conduct weekly training meetings.• Handle developing HR issues among CSRI’s.• Draft response letters for customer and creditor complaints to prevent legal issues.• Ensure answer speed goals were met.• Help CSRI’s overcome any obstacles they face while on live calls by manning the help line.• Process faxes, perform client and creditor callbacks for accounts that require action and follow up to ensure the program is effective.• Process client emails, inbound and outbound.• Update the company intranet to assure accuracy of the information provided.