Ryan Mcdonald Email & Phone Number

Durham, Nc (Remote)

• As a member of the C-Suite Assist Team - responsible for responding on behalf of our CEOs, the Executive Team, as well as other top management stakeholders regarding client/customer complaints (including ones filtered through the Attorney General) while maintaining a positive, professional experience• Liason and POC for the Better Business Bureau - responding promptly to customer-submitted complaints, maintaining advertised company info to ensure accuracy, and partnering with Account… Show more • As a member of the C-Suite Assist Team - responsible for responding on behalf of our CEOs, the Executive Team, as well as other top management stakeholders regarding client/customer complaints (including ones filtered through the Attorney General) while maintaining a positive, professional experience• Liason and POC for the Better Business Bureau - responding promptly to customer-submitted complaints, maintaining advertised company info to ensure accuracy, and partnering with Account Managers to enhance our image/visibility to the public• While supervising multiple teams such as Email, Chat, and Review Management - responsible for increasing, maintaining, and improving QA/CSAT scores• Assisted with establishing/facilitating our 24/7 Email & Live Chat support• Collaborate regularly with our international remote support team to ensure SLAs and KPIs are met• Shadow part and full-time directs, monitor advocate/client interactions, and provide constructive feedback on ways to improve/enhance the overall customer experience • Act as a liaison with other departments (e.g., Sales, Marketing, Editorial, Operations, Legal, and Quality) to achieve company-centric goals• Identify and address cross-departmental issues impacting clients while providing raw data to help drive toward proper resolutions• POC for Email/Live Chat CRMs, as well as our conversational AI - responsible for ensuring their upkeep by creating/editing macros, establishing easy-to-navigate workflows, and initiating rule sets to improve automation and self-service resolutions Show less

Chicago, Il; Durham, Nc (Remote)

• As a member of the escalated response team - responsible for responding on behalf of Groupon’s CEO, the VP of Operations as well as other top management stakeholders regarding client / customer complaints while maintaining a positive, professional experience• Routinely acknowledged as a monthly “Top Ten” customer service representative for exceeding quality and output expectations• Respond promptly to tickets originating from the Better Business Bureau• While… Show more • As a member of the escalated response team - responsible for responding on behalf of Groupon’s CEO, the VP of Operations as well as other top management stakeholders regarding client / customer complaints while maintaining a positive, professional experience• Routinely acknowledged as a monthly “Top Ten” customer service representative for exceeding quality and output expectations• Respond promptly to tickets originating from the Better Business Bureau• While supervising multiple teams, responsible for increasing, maintaining, and improving CSAT scores• Supervise and manage international remote customer service teams• Shadow full-time employees, monitor live calls, and provide critical feedback on ways to improve service delivery• Act as a liaison with other departments (e.g., Sales, Merchant Services, Editorial, Site Integrity, Product & Engineering, Resolutions)• Address cross-departmental issues impacting clients• Stay abreast of policies regarding internal ticketing system, customer portals, back-office databases, redemption procedures, and merchant features Show less

Chicago, Il; Durham, Nc (Remote)

• One of ten employees who initiated, designed, and executed Groupon’s remote working program• Independently managed time and productivity to meet and exceed daily individual and team ticket targets• Trained and answered questions regarding policy and procedures for temporary and potential employees• Selected as a member of specialty teams and worked directly with company merchants in capacities including resolutions management, refund processing, fraud, and site… Show more • One of ten employees who initiated, designed, and executed Groupon’s remote working program• Independently managed time and productivity to meet and exceed daily individual and team ticket targets• Trained and answered questions regarding policy and procedures for temporary and potential employees• Selected as a member of specialty teams and worked directly with company merchants in capacities including resolutions management, refund processing, fraud, and site integrity Show less

Chicago, Il; Durham, Nc (Remote)

• Responded promptly to clients on matters concerning usage or special circumstances in relation to promotions and products

Cicero, Ny; Chicago, Il

• Within a year of hiring, promoted for providing excellent attitude, attendance, and ability to perform above required tasks• Responsible for preparing store for opening, closing, and daily business operations• Achieved top-seller status for boosting store sales• Managed schedules, hours, and payroll for a team of up to 7 employees• Consistently received positive reviews from customers

Cicero, Ny; Chicago, Il

• Achieved top-seller status by successfully selling various services, products, and memberships• Consistently achieved required levers• Worked face-to- face with customers as a sales representative. Initiated sales with customers and promoted services• Managed store up-keep for daily business operations

Cicero, Ny

• Coached employees to improve skill sets, growth, efficiency, and overall performance. Maintained a leadership role managing up to 15 employees at a time.• Interviewed and provided critical feedback about potential employees• Ran store meetings and managed restaurant readiness for operation• Organized and delivered catering to businesses• Managed visual promotions and store appearance

Cicero, Ny

• Overlooked shifts, coached employees, opened and closed the restaurant• Independently balanced registers and completed bank deposits

Cicero, Ny

• Arrived promptly each morning; received, sorted, and prepared fresh ingredients for the daily operations• Prepared food in a fast-paced, customer-oriented environment

Cicero, Ny

• Prepared food in front of customers while maintaining comfortable, casual conversation