Ryan Gilson Email & Phone Number

Wilkes-Barre, Pa, Us

Noida, Uttar Pradesh, In

As the Sr. Regional Director of Operations at HCL Technologies, I’ve had the privilege of leading a talented team in the Business Processing Outsourcing sector since 2015. My focus has been on driving operational excellence and financial strategies that fuel our growth. Over the past five years, we've achieved an impressive increase in revenue, thanks in large part to cultivating strong customer relationships and innovative client acquisition strategies. When the COVID-19 pandemic hit, I spearheaded a remote workforce plan that ensured our operations remained seamless, keeping client services uninterrupted. Additionally, I took on the challenge of restructuring teams and refining internal processes, which led to a remarkable reduction in attrition. It’s been incredibly rewarding to enhance team stability and performance while navigating the dynamic landscape of our industry.

Noida, Uttar Pradesh, In

I had the opportunity to drive operational excellence and foster strong client relationships for major food and beverage accounts. My approach centered on delivering outstanding customer service while strategically aligning our marketing initiatives with client needs. By conducting comprehensive audits of existing procedures, I identified key efficiencies that not only streamlined operations but also enhanced the overall customer experience. I proudly achieved perfect SLA attainment, underscoring my commitment to exceeding client expectations. My focus on client satisfaction allowed me to maintain high engagement levels, and I consistently proposed and implemented innovative strategies that fueled account growth and profitability. It was a fulfilling experience to blend customer-centric leadership with a results-driven mindset.

Newark, De, Us

In my role as Technical Education Manager at Sallie Mae, I was at the forefront of transforming our tech-based curriculum to ensure it met the evolving needs of our workforce. I collaborated closely with industry experts to design and deliver dynamic workshops that were both engaging and relevant. My focus on continuous improvement led me to meticulously review and enhance our technical training materials, while also generating and analyzing key metrics to measure the impact of our educational initiatives.I took pride in managing training and development programs for the collections department across various locations, ensuring that staff received thorough education and that processes were well-documented. By directing a team of technical trainers, I fostered a culture of growth, conducted performance reviews, and oversaw merit increases to motivate and retain top talent. Additionally, I worked hand-in-hand with senior leadership to develop specialized training programs that aligned seamlessly with our company’s strategic objectives.

Jacksonville, Florida, Us

Responsible for the initial management and training of all new hires Development and delivery of hours of monthly release training to existing employeesExpert use of Microsoft Office for reporting and curriculum as well as Captivate and Articulate for creation of web based training coursesAssisted in implementing the company's first LMS (Learning Management System) using MoodleConceptualized an internal SharePoint server site to house customizable information for each departmentDeveloped and successfully implemented the company's first remote training programCompany point of contact for all remote training using Adobe Connect

Specialized Technology - Personal Computers And Network Technology, Networking

Computer Information Technology