Ryan W Rankin Email & Phone Number

Caldwell, Id, Us

Caldwell, Id, Us

Eagle, Idaho, United States

• Oversee Client Support and Client Onboarding teams, aligning with departmental and company goals.• Manage personnel, conduct reviews, and foster team development with 10 people underneath me at some points.• Direct and audit processes for efficiency, ensuring alignment with company values.• Act as a stakeholder for new features and bug releases, collaborating with cross-functional teams.• Lead client-benefit projects, managing timelines and ensuring successful completion.• Manage Help Center content and Tovuti University site.• Communicate with customers, form relationships, and gain insights into their perspectives.• Drive customer retention, reduce churn, and increase satisfaction.• Continually review teams to track and oversee customer interactions.• Manage escalations to higher leadership, guiding subordinates through the process.• Report KPIs and attend required team and management meetings.• Report to the CXO (Chief Experience Officer).

Eagle, Idaho, United States

•Manage and build the Tovuti Support team with 5 direct reports at one time•Manage and build the Tovuti Onboarding team with 4 direct reports at one time•Navigate and implement tool and system migrations by transitioning from a Jira ticketing system to a Zendesk ticketing system•Interview, train, and support new direct reports•Display logic and understanding in all aspects of the role•Direct and manage a Zendesk based Help Center•Draft and enact policy for a maturing Tovuti Support team•Draft and enact policy for a maturing Tovuti Onboarding team•Work directly with CXO/COO on initiatives and department direction•Work directly with other department managers for department direction•Communicate to frontline and management teams calmly and professionally in Service Outage situations.•Exercise ability to effectively communicate recommended solutions to management teams and direct said solution upon approval in crisis situations•Utilize analytical and creative problem-solving techniques to correct issues encountered by clients

Eagle, Idaho, United States

•Provide Technical and Troubleshooting Support to clients of Tovuti LMS•Manage and build a Tovuti Support team with 5 direct reports at one time•Navigate and implement tool and system migrations by transitioning from a Hubspot ticketing system to a Jira ticketing system•Interview, train, and support new direct reports•Display logic and understanding in all aspects of the role•Create and manage a Confluence based Help Center•Draft and enact policy for a growing Tovuti Support team•Work directly with CXO/COO on initiatives and department direction•Communicate to frontline and management teams calmly and professionally in Service Outage situations.•Exercise ability to effectively communicate recommended solutions to management teams and execute said solution upon approval in crisis situations•Utilize analytical and creative problem-solving techniques to correct issues encountered by clients

Boise, Idaho, United States

•Provide Technical and Troubleshooting Support to clients of Tovuti LMS•Work in and support clients through a Hubspot ticketing system•Display logic and understanding in all aspects of the role•Create and manage a Hubspot based Help Center•Draft and enact policy for a growing Tovuti Support team•Communicate to frontline and management teams calmly and professionally in Service Outage situations.•Exercise ability to effectively communicate recommended solutions to management teams and execute said solution upon approval in crisis situations•Utilize analytical and creative problem-solving techniques to correct issues encountered by clients

Meridian, Idaho

•Provide Tier 2 technical support for the Verified First Engineering team using Salesforce cases.•Escalate and operate within Atlassian ticketing system for development and Tier 3 escalations.•Coordinate meetings with multiple managers and directors for product and requirement gathering meetings.•Display logic and understanding in all aspects of the role, and providing facts and considerations to relevant personnel.•Document and release training articles using Confluence collaboration software.•Lead training sessions to support Tier 1 technical operations and provide technical support to onboarding departments.•Update team member information, and following processes to ensure proper and allowed access is granted.•Cooperated with the IT Department to recognize and readjust access for the Inside Sales team.•Assist in the 'Parking Lot' for meetings to keep subjects on track during large meetings.•Communicate to frontline and management teams calmly and professionally in Service Outage situations.•Exercise ability to effectively communicate recommended solutions to management teams and execute said solution upon approval in crisis situations.•Utilize analytical and creative problem-solving techniques to correct issues encountered by end-users.•Manage technical support escalations from problem identification through resolution using the ITIL Framework. •Implement new Applicant Tracking Systems for Verified First Browser Integration technology. •Support Pre-Sales departments by providing product demonstrations and technical support.•Configure the Verified First Salesforce Integration for mid-enterprise level clients.

Meridian, Idaho

•Build portals and interfaces for clients conducting criminal background screening and resume verifications.•Integration of drug screening for clients wishing to bundle with Quest Solutions. •Client and Agent support in solving issues regarding our services.

•Managed a combined total of 100 On-Campus Residents with diverse needs and challenges. •Coordinated monthly and bi-weekly events for On-Campus Residents with an educational concept if possible.•Presented budget proposals for planned events and made concessions and compromised to meet the assigned budget.•Worked closely with on-campus security, city policy, and medical services during critical situations.•Compiled situation descriptions and eye-witness reports into a professional situation report for use in University filing and Police report.•Handled conflict and mediated between students during arguments.•Mediated roommate conflicts and used BATNA practices to ensure that all residents are heard and have an equal say during an issue.•Trained as a Paraprofessional Counselor for a student crisis until an emergency triage counselor is available.•Assigned to interview and evaluate new Resident Assistants, fairly and with consideration, for the coming school year.

•Responsible for answering phone calls and interacting with conference guests.•Checked-In conference guests to their rooms and maintained accurate logs to be reported to the conference coordinator.•Distribute and forward mail to resident mailboxes.•Interacted with guests and ensuring their needs are met to satisfaction.•Maintain accurate logs for lockouts, equipment check-out, and accurate financial management for guests.

•Managed a combined total of 45 On-Campus Residents with diverse needs and challenges.•Coordinated monthly and bi-weekly events for On-Campus Residents with an educational concept if possible.•Presented budget proposals for planned events and made concessions and compromised to meet the assigned budget.•Worked closely with on-campus security, city policy, and medical services during critical situations.•Compiled situation descriptions and eye-witness reports into a professional situation report for use in University filing and Police report.•Handled conflict and mediated between students during arguments.•Mediated roommate conflicts and used BATNA practices to ensure that all residents are heard and have an equal say during an issue.•Trained as a Paraprofessional Counselor for a student crisis until an emergency triage counselor is available.•Assigned to interview and evaluate new Resident Assistants, fairly and with consideration, for the coming school year.

•Integrated Excel into security hardware surveys, improving overall efficiency and accuracy.•Ensured quality installation of door and handle hardware security systems.

•Responsible for ensuring high-quality customer service and friendly professionalism.•Stock shelves during night-shift and ensure daytime operations were set up for success.

•Responsible for ensuring high-quality customer service and friendly professionalism.•Became a dedicated Dairy Department worker and solely responsible for the Dairy Department during the afternoon shift.

Bachelor Of Business Administration (B.S.), Business Administration And Management, General, Gpa: 3.53

Activities and Societies: Honored with Cum LaudeI graduated with my Bachelor of Business Administration at Boise State University in May.

Associate Of Science (A.S.), Economics, Gpa: 3.63

Activities and Societies: Honored with Cum Laude, Associated with Phi Theta KappaI graduated from North Idaho College with a General AA.