Ryan Campbell Email & Phone Number

Philadelphia, Pa, Us

Brandwatch (part of Cision) is a SaaS Social Listening tool used for market research, brand management, crisis management and may other specific use cases. Spearheaded the onboarding and enablement of new clients on the Brandwatch Consumer Research and Social Media Management SaaS platforms.Conducted discovery sessions to understand client needs, creating tailored onboarding and enablement plans.Managed a portfolio of 15-18 onboarding projects simultaneously, ensuring a seamless experience for each client.Collaborated with cross-functional teams in Customer Success and Account Management to enhance client engagement.Achieved a perfect 5/5 score on all Customer Satisfaction (CSAT) surveys, reflecting strong client relationships.Developed customized presentation materials for engaging client education sessions.Scoped and built detailed reports with actionable insights on research topics, presenting findings directly to clients.Identified upsell and expansion opportunities, successfully increasing the user base and engagement of several enterprise clients through tailored education series.Worked closely with account teams to identify at-risk renewal accounts, providing customized training and reporting that led to a 95% client retention rate.Mentored new team members, fostering a collaborative and supportive work environment.

United States

Windcave is a Fintech company focused on merchant services and payment gateway processing

Los Angeles, California, United States

• Leader of credit card terminal hardware support team responsible for setup and troubleshooting• Oversee North America orders ensuring SLAs are consistently met• Supervise process of injection of financial keys onto unloaded credit card terminals and confirming that they pass QC prior to using for setup for sales orders• Responsible for maintaining stock levels of terminals to ensure there is always sufficient stock keyloaded and tested• Ensure team compliance of keyloading procedures for auditing purposes• Manage and maintain department Shipping Request queue to ensure orders are completed on time. Also review each merchant’s account has the necessary information before adding order to the queue• Main point of contact for other departments to coordinate prioritizing work

Los Angeles, California

• Correspond directly with merchants to confirm testing and assist with any other support/troubleshooting issues that may arise• Perform quality control for all Shipping Requests prior to being shipped out of office• Developed shipment tracking sheet for better communication between departments• Setup payment terminals based on Shipping Request and provisioning instructions so they can be deployed in the field• Maintain knowledge base as new partners/setups are onboarded and processes change• Developed a setup guide to streamline setups for common partners• Onsite contact for new customer implementations for testing and coordinate with Implementations and IT Infrastructure • Responsible for ordering of supplies and parts for credit card terminals from headquarters• Instituted morning stand up meeting to better coordinate the team for a unified plan of action for the day

Hawthorne, California, United States

• Developed and negotiated national partnerships and room rate with multiple hotel brands• Launched Bike + Hotel package product and responsible for product management and revenue growth • Led initiative to rebrand and restructure the combination of two tour products into one and simplified the booking process to increase revenue• Directed sales training for Bike + Hotel product with multiple regional sales teams that led to a 158% year over year growth• Had a year over year sales performance for Tours Department-the team had a year over year growth of 23%• Consistently maintained a 96% Guest Service Satisfaction Score for all customers who purchased a tour• Worked closely with IT Team to develop backend processes and troubleshoot issues for new product launches • Collaborated with the development team for website revisions and reporting of bugs found on product website • Supervised Sales & Support Team• Responsible for all hotel contracting & negotiations for company which exceeds $7 million per year in revenue across all tour and travel products • Managed department P&L and monitor spending to maintain department profitability • Managed tour scheduling and departure dates

Beverly Hills, California, United States

• Managed a staff of 35 people in multiple departments including: Front Desk, Bell Staff, Valet, Concierge, PBX, Reservations, and Lobby Ambassador• Led department and guest services through a total refurbishment of the hotel lasting 18 months of the entire property (all guest rooms and public spaces), involved a brand conversion and a reservation system change• Resolved all guest complaints and responded to all social media posts • Created and implemented Front Office training manual which included detailed training and standard operating procedures for all of the Front Office departments• Onsite IT support for the hotel for all technical issues (PC’s, printers, network/domain issues, server maintenance)• Responsible for the implementation and training of Marriott’s Mobile Request system which automated mobile requests to be sent to appropriate department using an iPod Touch carried by individual staff members• Managed Front Office P&L and approved all hourly agents punches• Responsible for the overall guest satisfaction at the hotel with the goal of being in the top 25% of the brand. Led department to an improvement of 35% in the overall score putting hotel in the top 5% of all Marriott hotels worldwide• Developed personal development plans for entire department to help them to achieve their personal goals and met monthly to go over goals/training opportunities• Responsible for interviewing, hiring, training and re-training of current staff to achieve highest level of efficiency and satisfaction in departments

Bachelors Of Science, Recreation And Tourism Management

Masters Of Science, Tourism