Ryan H. Email & Phone Number

Cincinnati, Ohio, United States

Data Analysis & Reporting: Collect, analyze, and interpret customer data from surveys, NPS scores, and feedback to track KPIs related to policyholder satisfaction and loyalty.Customer Journey Mapping: Identify customer pain points and optimize touchpoints across the customer lifecycle, collaborating with teams to enhance experiences.Voice of the Producer (VoP): Manage VoP programs, translate feedback into actionable insights, and drive improvements through cross-functional partnerships.Insights Development: Synthesize data into clear insights, presenting findings and recommendations to senior leadership, influencing CX strategy and operations.CX Strategy Support: Contribute to customer experience strategies and support initiatives that enhance the overall customer experience.Collaboration & Communication: Partner with product and commercial teams to ensure alignment in CX strategy and communicate insights effectively to diverse audiences.

Tucson, Arizona, United States

Scottsdale, Arizona, United States

Manage remote customer experience teams, delivering company-leading performance in email, phone, and digital channels - Interview and onboard new employees entirely in virtual settingEmpower teams by prioritizing employee engagement and career development- Developing multiple reports into leadership and speciality promotions Oversee countless initiatives to improve the Lemonade Customer Experience Department- Drive efforts prioritizing efficient and happy employees, while delighting customers through high Net Promoter Scores - Foster relationships through entire Lemonade organization, collaborating with Engineering, Product, Compliance, Operations, L&D, Talent, People Ops, Bizops, and CX Leadership teamsCreate and streamline Property and Casualty Licensing track for direct reports - Systemize application and scheduling of licensing exam - Track individual progress for self and group study, according to set program - Implement post exam system, training on new skills and debriefing licensing process

Phoenix, Arizona Area

- Provide quality assurance and coaching to fellow Homeowners team members through emails and recorded phone calls- Pilots Internal Homeowners Sales channel lead by Senior Directors in company - Lead to new Agency Partner Direct Sales Channel, for Homeowners customers - Integrate employee training and continuing education support for Homeowners topics and procedures -Topics include: home eligibility, discounts, insurance rating factors, and lender requests- Assist Senior Leaders in transition to fully distributed work setting in 2020 - Employees remained engaged with little attrition or impact on performance

Tempe, Arizona

4635 South Lakeshore Drive, Suite 115, Tempe, Arizona 85282602-703-8900

Phoenix, Arizona Area

Tempe, Az

- Successfully passed Arizona's Property and Casualty Insurance Licensing Exam - Consistently beats department Sales goals, currently sitting at 16.57% of all calls turning into completed sales (YTD). The Department goal is currently at 12.32%- Exceptional Customer Service, has been recognized due to numerous customer compliments directly from policyholders- Became a team lead for all procedural questions and escalations that arise, one of only 11 certified Procedural Experts out of a department of 123 people - Participates in a State Farm Recruiting Fair, successfully create new personal and professional relationships while giving a 'day in the life' working at State Farm

Tempe, Az

Experience - Recognized in monthly All-Star program for representatives who exceeded or met call handle time and call scoring metric goals- Created presentations at monthly team meetings showing different tips and tricks my peers could use to help become more efficient on the phone- Designated as a department lead for Representatives making the transition from the Service to Sales department. Became a valuable resource in training while allowing them to become better acclimated and comfortable in their new role Skills - Superior customer service - Team leadership and Trainer - Experience handling high call volume

Phoenix, Az

Experience- Provided exceptional interpersonal skills and customer service in the store and on deliveries- Was the lead trainer for our store when a new employee was brought on - Reconciled cash register and other accounts receivable orders through the local high school- Became the first Supervisor on Duty when Manager was away- Responsible for store opening and closing proceduresSkills- Cash handling- Exceptional customer service- Lead staff trainer for new employees

Bachelor’S Degree, Accounting

Took Courses Including: - Intermediate Financial Accounting - Intermediate Managerial Accounting - Principles of Auditing - Principles.

Associate’S Degree, General Studies, Business

Activities and Societies: - Presidential Scholarship Award RecipientTook General Business Courses Including: - Intro to Accounting.