Ryan Cook Email & Phone Number

Develop software solutions for new and existing product platforms.

Evaluation and analysis of ERP system architecture and implementation.

Managed multi-system cross functional teams through utilizing Lean Six Sigma methodologies. Delivered sustained change management mechanisms and business process improvements.Built system software requirements for end user applications.• Improved troubleshooting procedures around equipment provisioning, resulting in $250K/year savings in call reductions.• Designed processes allowing the organization to be 29% more effective in obtaining signed service agreements. • Designed integrated and automated processes to reduce repeat customer issues as well as operating expenses. • Developed an application to electronically track chronically defective equipment resulting in a reduction in defective equipment and improved inventory management and testing procedures.• Responsible for enterprise wide Business Process Management (BPM) implementation, training facilitation and back office support.• Extracted, designed, and documented technical requirements/solutions for business problems as a business analyst.• Other efforts include:o Designed a mobile warehouse solution reducing the amount of time field technicians take to replenish their truck inventory and get to their first call. o Appointed to leadership committee designed to address company wide issues. o Coach and mentor for Six Sigma Green Belt teams. o Led customer focus groups to improve the customer experience by obtaining valuable voice of the customer information. o Speaker at international conference

Managed a team of 30 plus employees to provide world class customer service. • Responsible for daily reporting and performance management.• Facilitated training on best practices. • Initiate corrective actions if necessary. • Met and exceeded departmental goals. • Conduct one on one meetings with employees.• Prepared and conducted employee performance reviews.

Provided world class customer service while troubleshooting new products and services to benefit our customersCoached our care representatives on how to provide quality customer service from a wide variety of phone calls taken in our call center

Handled high call volume phone calls concerning technical, billing, and other inquiriesElected to take part in many of the TSR job fairs, manage telephone trouble tickets, and educate new hire representatives.