Ryan Cope Email & Phone Number

Remote

Remote

• Acting as an internal tier-3 escalation and product expert assisting support agents, customer success managers, and implementation project managers through multiple channels to drive the customer experience. Resolving complex workflow and technical issues from customers. Maintaining an 85% escalation deflection rate across hundreds of cases, while handling cases nearly 25% quicker than our goals. o Providing white-glove technical support to our premium enterprise tenants, as well as handling executive escalations to reduce churn risk for strategic customers.o Utilizing SQL and Kibana to provide advanced solutions to problems that can not be resolved through standard troubleshooting or within the user interface.o Responsible for managing emergency protocol and incidents that impact the user experience, communicating with developers to ensure a timely resolution reducing overall disruptions to our customers day-to-day work.o Investigating bugs, creating JIRA tickets, and communicating with developers in-depth about logic built within the code to ensure it is properly communicated to all customer-facing teams. • Working directly with our Tier 1 and Tier 2 support agents daily to support, train, and coach through customer-facing interactions to assist them in growing within their role, in turn increasing case resolution rates, customer experience, and handle time across the entire support organization.

Remote

• Provided top tier support to SMB, Midmarket, and Enterprise customers through email, phone, and chat channels using Salesforce. Maintained an average CSAT of 4.80 / 5.00 across hundreds of cases. Delivered empathetic, and compassionate communication to make customers felt heard and supported ensuring each case moved toward a positive resolution. Worked cross-functionally with customer success teams, and engineering teams via Slack, Salesforce, and Altassiano Fielded customer questions, coached on best practices, and provided workflows. Maintained an expert-level knowledge of our expansive platform and products.o Investigated, documented, and reported on bugs to developers by creating JIRA tickets on the Altassian platform. Taking ownership of each case acting as the point of contact for customers.o Provided guidance and support with our customer’s QuickBooks integration. Supporting customers in exporting, reconciling, and resolving issues related to accounting on both QuickBooks desktop and online.o Assisted customers in troubleshooting their inbound, outbound numbers through Dialpad from basic settings to advanced call-forwarding, answering services, after-hours, departments, and more.

Remote

Remote

• Oversaw all aspects of client communication and onboarding, serving as the company’s first line of communication for new client inquiries while intaking new clients by reviewing retainers and contracts prior to hand-off to the legal team. o Fielded inquiries and routed calls to the appropriate member of the ten-person attorney team, matching potential clients with the right area of business and personal bankruptcy and personal injury counsel. o Closed as much as $60k in new business monthly, encouraging prospective clients to execute retainer agreements, following-up on all inquiries and opportunities with full consultations, quotes, and agreements.o Led settlement negotiations with hospitals, mortgage companies, and other lenders to successfully reduce debts on behalf of clients, facilitating successful negotiations upwards of $100k. • Implemented operational processes and business improvements to streamline the day-to-day management of a growing multi-state legal firm, training and onboarding new staff in client intake and initial consultations. o Created new systems and processes for customer onboarding and client relationship management to better track prospective customers and follow-up with sales leads.o Managed the online presence for each of the individual state sites, owning website updates, live chat through Tidio, and other design work that ensured consistently updated information was available to prospective clients.

Penryn, California

• Took ownership of all aspects of customer service, daily operations, and staff management for a high-end full-service equestrian facility providing general care, safety, and well-being for 50+ client horses valued at as much as $200,000. o Developed and maintained lasting relationships and strategic partnerships with a diverse group of clients, trainers, and vendors to ensure consistent ongoing boarding revenue for the center.o Reduced client turnover and improved overall customer satisfaction through improved staff training initiatives while efficiently and effectively managing the nearly $0.75M annual operating budget. • Drove business process improvement and strategic initiatives to modernize the business, implementing standard operating procedures, company policies, and best practices to streamline operations and increase business capacity. o Improved efficiencies in facility maintenance, animal care, and daily operations by creating and implementing staff workflows for routine tasks and by route-mapping the 24-acre grounds to improve property navigation. o Supported the digital transformation by implementing an improved accounting system that allows for automated billing and payments as well as improved financial analysis and tracking.o Conceptualized a video-based app to let customers monitor their animals while boarded at the facility, providing additional value and an even higher level of customer service and engagement. • Coordinated human resources activities including hiring, interviewing, onboarding, and training, while delegating daily duties and directly overseeing a team of seven care takers, grounds persons, and animal care professionals.

Auburn, California

• Managed daily operations in accordance with corporate standard for two food-service franchise locations that generated more than $1M in combined annual revenue.o Hired, trained, scheduled, and managed 12 staff members, fostering a recognition-based positive work culture that realized lower employee turnover and higher staff retention. o Oversaw the day to day financials of the restaurants, managing cash flow, deposits, AR/AP, daily close-out as well as financially reporting and analytics through the point of sale (POS) system.o Implemented operational processes to create consistency in customer service, opening and closing procedures, and to encourage employee productivity and good time management. • Implemented grassroots marketing efforts that increased business activity by engaging the local community through school and sports sponsorships, coupon cards, and other locally minded initiatives. o Grew annual revenue by more than 40% over the four-year ownership period by establishing and maintaining community relationships and strong partnerships with local businesses and organizations. • Drove loss and prevention activities through inventory control and vendor management to ensure delivery of proper quantities and to mitigate revenue loss due to over ordering and food waste.