Ryan Mortensen Email & Phone Number

San Francisco, California, US

San Francisco, California, US

Madison, NJ, US

• Consulted various organizations across diverse industries on best-in-class customer experience and associate engagement, leading to improved client satisfaction and retention
• Managed engagement events with budgets ranging from $5K to $300K, successfully acquiring new clients and boosting company morale
• Fostered and maintained relationships with professionals in diverse industries, including food and beverage, entertainment, and city officials, facilitating smooth event execution
• Drove efficiency and productivity by optimizing business initiatives, managing programs, and implementing process improvements, resulting in an average 15% increase in resource utilization and $20K annual cost savings

• Oversaw a $1.5M service level agreement for a 17-floor LEED facility, servicing over 3,000 partners, ensuring high-quality service and operational efficiency
• Recruited, trained, and mentored a high-performing team of 10 full-time employees, resulting in improved productivity and employee engagement
• Developed and implemented a $10K HOST workplace playbook, outlining standard operating procedures and best practices, leading to streamlined operations and consistent service delivery
• Nurtured client relationships with executive leadership, resulting in higher client satisfaction and long-term partnerships
• Aligned with IT, overseeing implementation of EMS scheduling software, QUBI desk reservation protocol, WebEx communications, and onsite mapping kiosks
• Analyzed metrics, measuring staff workplace observations, task completion, and budget spend saving $30K annually

Chicago, IL, US

• Guest Experience and Operations Manager 2015 - 2018Guest Experience and Operations Coordinator 2012 - 2015Managed a $3M+ P&L and led a team of 900 associates, driving customer satisfaction and revenue growth across.
• Spearheaded events generating $50M in revenue, including Cubs' games, concerts, and corporate sponsorship outings, resulting in significant financial contributions to the organization
• Designed the Marquee Moments customer brand, leading to a 22% increase in Net Promoter Score and a 95% Secret Shop customer satisfaction rating
• Organized seasonal associate recruitment, hiring, training, and on-boarding process for security, guest services, and parking associates growing associate team 50% while reducing turnover 10%
• Utilized analytics to tie customer experience to financial gains and improvements including NPS, length of stay, turnstile, and 24/7 incident software driving record ticket resale numbers increasing attendance to over.
• Established KPIs to ensure continuous increases in operational efficiency reducing incidents 20%

Lake Forest, IL, US

• Delivered service to player families, guests, and fans at both private events and home games.

Cicero, Illinois, US

• Generated $500K in sales across 20 stores, showcasing a strong ability to drive revenue growth in a competitive market
• Executed a data-driven account penetration strategy using statistical purchasing trends, resulting in improved customer experience and targeted product offerings
• Modernized product lines, effectively responding to market trends and customer needs, demonstrating adaptability and strategic thinking

Oxford, OH, US

 Planned home game operations of 18 varsity sports teams. Coordinated 2010 Miami Invitational Track Event with 21 schools and 700+ athletes.

Milwaukee, WI, US

 Redesigned fan experience for home games and game day associates. Generated data for budget requests involving a range of stadium operations.

 Provided customer service to over 200 members  Coordinated tournaments of up to 300 players Maintained course and equipment used by both PGA professionals and customers Communicated with fellow employees in order to provide the best possible customer service

Oxford, Ohio, US

 Served as Philanthropy Chair for a 90 member fraternity Raised money for ALS after taking over philanthropy that had lost money during the previous 2 years Partnered with other Miami Greek organizations assisting local charities Aided in recruitment activities and prepared 30 pledges for full membership

 Elected Senator to represent students of a 290 member residential hall on community council and student senate Voted on legislation, reported student concerns, and served on Academic Advising and Communications Committees

• Chosen from over 100 players to coach and instruct children ranging from 3-13 years of age.
• Taught children baseball skills and mindset while providing advice and recommendations.
• Maintained dialogue with parents and raised money for High School by selling apparel

B.S., Management And Organizations

Education record

Education record