Ryan Isachsen Email & Phone Number

Saratoga Springs, Ny, Us

- Responsible for managing the end-to-end operations of the TAM team, including efficiency, performance, and client satisfaction to achieve current, short-term, and long-term company initiatives- Manage proactive technical health solutions and the troubleshooting for a group of assigned clients to ensure client satisfaction with company products and services- Leading by example, setting high standards for performance, behavior, and communication- Coaching team members to improve their skill sets, providing guidance, feedback, and support for their development.- Manage projects, monitoring progress, identifying risks, and adjusting plans as needed to ensure that projects are delivered on time and within budget.

Saratoga Springs, Ny

- Provide daily support to State Clients, Retail Stores and consumers regarding Hunting and Fishing Licenses and Permits. - Work closely with consumer support, field support, operations and training teams to improve processes and document change. - Create, test and release new inventory for Phone, Web and In Person POS.- Troubleshoot and resolve complex customer and client escalations.

Saratoga Springs, Ny

- Implement and maintain Knowledge Centered Support (KCS).- Use data and analytics to make decisions based on knowledge relevancy and needs.- Suggest product, marketing and sales solutions to common questions/issues.- Build engagement and adoption of article usage internally. - Increase the relevancy and adoption of articles externally.- Implemented 3 Help Centers that offer knowledge, email and chat support. - Communicate and present data, statistics and trends to operations team up to and including Vice Presidents.

Saratoga Springs & Ballston Spa, Ny

- Liaison to clients. Provide timely support, reports, and statistics, meet contractual requirements. - Negotiate support costs and ensure expectations are met to avoid penalties up to $1.5 million.- Learn and communicate State and Federal contracts to Operations team. - Provide and present monthly and quarterly trends and concerns to Operations team, senior management, directors and above.

Ballston Spa, Ny

- Directly responsible for 3-4 Call Center Team leaders, 40 or more Call Center Reservation Agents and their productivity, attendance and morale.- Improve client satisfaction through coaching and support of direct team. Through focus groups, hand outs, coaching and disciplinary action as needed.- Involved in most UAT testing for new or updated contracts. Constantly involved in finding and escalating issues that impact our staff, the client and our fee structure.

Ballston Spa, Ny

- Ensure Call Center quality assurance practices are being enforced through specialized evaluations, one on one coaching of Call Center Team Leaders, and email correspondence.- Attend and participate on most if not all client calibration calls. - Work on our reservation systems, websites, policies, scripts and handouts in an effort to simplify the reservation agent position, save the company money through reduced talk time, and work towards meeting our client’s expectations.

Ballston Spa, Ny

- Responsible for 20-30 direct report reservation agents.- Coach, support, motivate and improve my agent’s job performance and morale.- Satisfy client expectations, Quality Assurance goals, productivity goals, and involve my employees

Ballston Spa, Ny

- Answer customer calls and make reservations for a vast number of contracts and clients.- Provide excellent service, have a great handle on multiple systems, ability to multitask.- Turn potential non-revenue producing calls into sales calls.

Education record

High School, High School Diploma

Activities and Societies: Varsity Bowling Team WSWHE Boces Construction Trades Program