Ryan Rynyk Email & Phone Number

ConnectandSell provides sales acceleration through a combination of patented technology and human integration. - Manage a portfolio of customers and act as the primary point of contact for these accounts- Provide oversight to customers in order for them to be successful and achieve their goalsKey Accomplishments• Successfully launched dozens of new customer accounts• Delivered insights that drove achievement of client success• Added value that resulted in significant account expansion

Canada

The Canopy Growth Corporation is the largest publicly traded licenced producer of cannabis in the world.- Entrusted with compliance, regulatory, and executive reporting- Designated to approve Change Orders, Change Requests, Planned Deviations, and critical documents- Investigated late, lost, and missing product for compliance with federal regulations- Monitored, investigated, and reported potential and averted Non-Conformities- Evaluated overall performance through quality rating tools, identified trends and training opportunities- Directed the Quality Check team to production and quality requirementsKey Accomplishments• Conducted an intervention to resolve a major client distress that re-established the relationship• Enhanced reporting with automation that increased efficiency• Developed the first scorecards for new hires and frontline agents enabling employee measurement• Engineered a broad range of tools that provided automation and increased productivity• Cultivated the Quality Check Team to a 0.02%, near-perfect error rate, and reduced team absenteeism

Virtual

JPMorgan is a leading global financial services firm with assets of $2.3 trillion and operations in more than 60 countries.- Provided executive support in the role of a Business Analyst. This was accomplished by cultivating the lifecycle of all training events from concept through effectiveness measurement. Supplementary responsibilities included developing reporting through data manipulation and presentation, both accessible and graphical. Additionally, supported clients with ad hoc evaluations, root cause analysis and consultations- As the Site Quality Manager, fostered and developed a team of Analysts, reported on trends and consulted with clients on gaps identified through monitoringKey Accomplishments• Successfully executed the full life cycle of hundreds of training initiatives from concept through delivery• Completed analysis of new hire system access issues that resulted in the impact falling from severe to minimal • Delivered executive reporting that was consistently praised by senior leadership for its high level of effectiveness• Recognized as the authority for measurement and evaluation strategies• Identified a solution to a major client risk which saved the company a financial penalty and risk to their reputation • Launched the analytics division of Performance Improvement Canada• Developed the first team of Quality Analysts that gained the trust of Clients• Formalized the initial framework for quality monitoring as the first ever Quality Manager in Canada

Kanata, Canada

Sitel provides fully integrated customer care and back-office processing services; delivered ROI on customer investment by reducing service costs, improving customer retention and increasing revenue per customer.- Forecasted and tracked the internal monitoring, ensured the Statements of Work (SOW) requirements were being met, presented analysis and actions on the quality of service to senior management and client representatives and ensured all client standards were being met for all programs as the Quality Manager- Coached agents towards improved success to surpass their goals as a Team Manager. Achieved client service levels, resolved escalated customer complaints, took disciplinary action when company policy was breached resulting in improvements, conducted performance reviews and performed various administrative duties such as payroll- Ensured company financial requirements were met while achieving client standards. Monitored the department’s performance and implemented actions when objectives were not trending towards the desired results - Performed audits of the Sales Agents, provided coaching to these agents relevant to areas of concern from the audit and provided training to classes of agents on the resolution of a wide range of issues as a Sales Quality ProfessionalKey Accomplishments• Enhanced substandard departmental performance, achieving both company and client requirements • Advanced Quality of Service by as much as 30%, exceeding client standards• Hired and mentored the correct staff, achieving company and client requirements during program ramp up• Recognized for team improvements that improved Close Rate by over 10% • Achieved highest department sales• Awarded Sitel Stars award on three occasions for employee development and advancing company goals