Ryan Thompson Email & Phone Number

Charlotte, Nc, Us

Build, customize, and test client chatbots• Use client content to create unique user-centered conversation responses andworkflows• Mimic Style and Tone of client website in creating copywriting• Maintain ADA compliant structured formatting in chatbot responses• Revising and updating non-compliant or outdated bot messages• Execute maintenance and Quality Checks of chatbots to improve machine learning & performance• Create and use Label sets to aid in NLP of intentions for each bot• Act as a liaison between client and Development Team to report, track, & solve anybug fixes or improvements in Jira• Apart of the Product Development team meetings used to Identify UX/UI Process Improvements based upon qualitative and quantitative data points. • Work in collaborative cross functional teams daily• Work on multiple projects simultaneously

Coaching a cross-functional team of up to 25 employees across 5 states on improving efficiency and profit margins by 5% YoY, driving business value and promoting the company’s brand, service, and quality standards.Assist ground staff and sales team with creating action plans that outline specific, measurable, and attainable goals while providing feedback to guarantee timely completion of all goals / KPIs including; customer service index, utilization, and weekly sales goals.Customized, implemented, and streamlined several new procedures and processes for improved client journey and decreased damage expenses by over $100k during tenure Helped increase fleet size by 650% and increased utilization by over 35% Utilize experience for employee recruitment, daily development, and trainingMaintain strong working relationships with nationwide remote account managers, employees, as well as local accounts and businesses Communicating policies to associates and act as the primary information source for the team, maintaining compliance and consistency, taking corrective action when neededCareer 9.16/10 Client Satisfaction score ●Solely responsible for opening, and upfit of Charlotte location to be operation ready

Chicago, Il

• Use remote access software to troubleshoot and provide support for our software using high attention to detail• Troubleshoot, diagnose, and solve Technical issues for client’s PC, including internet, MS word, Excel, Outlook, AntiVirus, software, add-ins, hardware, etc. • Analyze error logs to narrow down and pinpoint issues with software or the machine• Troubleshoot issues with our app on Droid and Iphone• Attempt to replicate issues on client and local machine; Log and track bugs in Jira• Log, update, and keep track of tickets using Zendesk and Salesforce• Install and test software for new users• Work closely with management, Development team, and client success team to ensure consistency and smooth client lifecycle • Assist internal team with technical issues

• Address inbound calls and face to face customer interactions with excellent troubleshooting and product knowledge of all inventory • Connect customers or team members to the proper resource internally or externally• Follow up with Customers and Technicians on device pick-up and repair status updates • Troubleshoot, research, and resolve Escalated variances on a daily basis • Deliver fluent customer journey and propel product ecosystem by working in cross functional teams • Daily use of SAP and other systems to systematically view and control inventory and service parts • Responsible for over 1,000 items (over $500,000) and Ensure that all products are dispersed or stored in proper areas of the store • Maintain accuracy of all inventory, service parts, and demo products • Use strong attention to detail and multi-tasking ability to complete several time sensitive tasks and projects simultaneously• Helped implement several new procedures and processes and collaborated with other internal teams to train and update on new processes• Reduced asset loss from .55 to .32 during tenure ($30k in product )

Charlotte, Nc

Construct all elements for Webcasts, Virtual Events, and Virtual Booths for client’s Virtual Presentations Provide Client Onboarding, Pre-Event Client Training, Software Support, and Best Practices Live Chat Support for Elite clients Produce Live Webcast and troubleshoot technical issues for attendees Monitor Live Video, Live Audio, and Fiber connection streams to ensure functionality Team Lead for Merck elite strategic account team which is top 5 business account Code and update Merck events and vanity URL Recognized for attention to detail and poise under pressure Well versed with Elite Clients , the Elite Platform, and 3rd party vendors Assist in training new employees on Webcast support team Daily communication and interaction with upper management and other cross functional teams Create and update tickets for internal and external teams via Salesforce

• Monitoring and maintaining social and new media channels (Twitter, Facebook, Pinterest, LinkedIn, YouTube, Storify)• Conduct comprehensive research on current trends in core issues (including civic engagement and community organizing)• Strategically engage targeted markets of sports, legal, and technology to increase traffic on social sites and landing page• Compile analytics for online activity and daily clip report for staff

• Monitor and control costs, expenses, and revenue to promote growth and profit within home city branch• Competitive and fast paced sales environment• Conduct daily operations with, and market to Major and Minor Accounts • Market to prospective new businesses • Daily communication and interaction with upper management • Display Exceptional Customer Service and maintain high customer satisfaction score• Utilize experience for employee recruitment, daily development, and training• Selected to the Region’s “Best of the Best” program at Charlotte Douglas Airport for top performers• Contributed to Branch’s 9 point jump in customer satisfaction score which was the largest leap in the entire area.• Exceptional Customer Service Award

Master Of Science (Ms), Human Computer Interaction

Focus in UX/UI design

Master Of Business Administration (Mba), Social Media Marketing

Social Media Marketing Strategy Blueprint, Social Media Listening, Social Media Content, Power, and Influence, Brand Management and Crisis.

Bachelor Of Arts (B.A.), Sociology