Ryan Macalmon Email & Phone Number

Houston, Texas, US

• Enablement of program & project governance for department heads
• Guiding department heads with expert advice to enhance overall team efficiency.
• Steering strategic business initiatives from genesis to fruition.
• Setting key performance indicators to measure and improve team performance.
• Providing hands-on support to transform ideas into reality and monitor their progress.

Houston, Texas, US

• Management of Service Integrator relationship - ensuring assigned technical staff are meeting SOW requirements and adequate level of support
• Product Owner for Salesforce capability projects
• Working with cross-functional stakeholder collecting requirements for desired Salesforce capabilities
• Overseeing training for Salesforce Admins and Developers
• Providing general technical consulting on multiple SaaS solutions to drive business objectives.

Houston, Texas, US

Houston, Texas, US

• Account Manager to AMS region to obtain knowledge of new and existing HR processes from country subject matter experts.
• Designer and Analyzer of KPIs to drive self-service of internal knowledge managementKey Achievements
• Implementer of quality framework for knowledge articles to drive account manager consistency in publications

Houston, Texas, US

• Responsible for long-term and short-term forecast of volume for eight Title XIX Medicaid contact centers
• Deliverer of staffing resource estimates for Request for Proposals of new or existing business
• Primary Point of Contact for the State of Georgia, Nevada, and Ohio accounts, by providing SLA consultation
• Provide and update process documentation for business continuity of knowledge
• Problem Solver of escalated issues and solicit feedback for development from team members and managersKey Achievements
• Training & Development of new and tenure Workforce Management Analysts

Helping companies find and implement the right technical solutions to automate common tasksExpertise in Salesforce Service Cloud, Customer Service Delivery, Product Ownership and Management

Palo Alto, CA, US

• Workforce Management Staffing Coordinator March 2012 – July2013
• Administered special projects and initiatives that improve overall call center metrics of Absenteeism, Average Handled Time, AUX utilization, Cost Per Call Minute, and Service Level
• Responsible for keeping abreast of Leave of Absence policies, included but not limited to Short-Term & Long-Term Disability, FMLA, & Bereavement
• Kept up-to-date with state and local labor laws to ensure complianceKey Achievements
• Initiator and Deliverer of an eWFM solution for enhanced staffing and employee time off management
• Subject Matter Expert with Verint Workforce Management solution IMPACT360 with the functionality and creation of process documentation as it relates to how the Customer Loyalty Center uses the product with target.

Palo Alto, CA, US

Responsible for assisting small to medium size business customers in the area technical support and solutions for their HP products, by providing answers to questions on subjects such as features, specifications, and repairs on current and discontinued products, parts, and options, based on customer warranty entitlement.

Interact with clients to determine their needs and wants for marketing website solutions.

Little Rock, Arkansas, US

• Answer end-user inquiries regarding computer software or hardware operation to resolve problems.
• Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software.
• Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications.
• Refer major hardware or software problems or defective products to vendors or technicians for service.

Little Rock, Arkansas, US

• Receive checks and cash for deposit, verify amounts, and check accuracy of deposit slips.
• Prepare and verify cashier's checks.
• Carry out special services for customers, such as ordering bank cards and checks.
• Resolve problems or discrepancies concerning customers' accounts.

Chicago, Illinois, US

• Count money and make bank deposits.
• Monitor food preparation methods, portion sizes, and garnishing and presentation of food to ensure that food is prepared and presented in an acceptable manner.
• Investigate and resolve complaints regarding food quality, service, or accommodations.
• Schedule and receive food and beverage deliveries, checking delivery contents to verify product quality and quantity.
• Schedule staff hours and assign duties.

Bachelor Of Business Administration (B.B.A.), Marketing

Associate Of Science (A.S.), Business/Commerce, General

High School Diploma