Stephen Ryan Email & Phone Number

Philadelphia, Pa, Us

Manage a team of 100+ customer service professionals across multiple locations. Led VOC initiatives, identifying and improving pain points across phone, chat, and email channels. Maintained optimal employment levels and maximized productivity through effective employee utilization. Oversaw budget management tasks, including monitoring company performance and preparing annual budgets. Collaborated with the ELT to drive budget management and financial planning and analysis activities for each LOB. Collaborated with the executive leadership team to establish direction and metrics for superior service delivery. Measure, evaluated, and improved vendor and agent performance to meet metrics. Identified bottlenecks and implemented process improvements to prevent future occurrences.

Harleysville, Pennsylvania, United States

Philadelphia, Pennsylvania, United States

Managed a team of over 300 customer service professionals in a multi-channel call center, providing day-to-day direction, performance evaluation, and quality assurance. Created an engaging, motivating, and inclusive environment for all employees, resulting in increased productivity and employee satisfaction. Mentored team leads on effective management techniques, including performance monitoring, problem resolution, system audits, and quality assurance measures. Designed and implemented a comprehensive learning and development program for new agents, ensuring a smooth onboarding process and consistent training. Developed and maintained a knowledge database to keep up with the ever-changing landscape of a state government agency, ensuring compliance with applicable laws and guidelines.

Greater Philadelphia Area

Built QA program for a rapidly expanding tech company, including a department manual, hiring profiles, learning and development materials, job aids, agent performance dashboard, departmental specifications and performance metrics. Defined quality criteria by which agent performance would be measured then administered and promoted standards interdepartmentally while gauging week over week improvements.Owned the entire employee life cycle from recruiting, interviewing, onboarding, orientation training, employee review, performance management and offboarding.Directly managed the QA Analysts and Leaders, while gauging call center agent performance and compliance with quality standards up through progressive discipline and separation.

Fort Washington, Pa

Oversee day to day operations of the call center area to ensure smooth workflow and to achieve predetermined goals while identifying and analyzing escalated issues and developing staff.Member of Project Moving Forward, an interdepartmental group of specialists focused on Regulatory & Corporate complaints, root cause analysis & strategic development of avoidance.Function as the Departmental Subject Matter Expert, responsible for the development and maintenance of learning materials, policies, procedures, metrics and the Quality Monitoring Program as well as the initiation, collaboration and testing of software development.Identified and nurtured qualities that have created rising leaders within the organization by prioritizing autonomy and self-accountability

Berwyn, Pa

Meet with customers and construct policies to increase satisfaction, monitor performance, measure productivity and mentor associates to meet SLAs, while focusing on escalation issues for a high volume nationwide title insurance provider..

Greater Philadelphia Area

Leadership Experience:• Designed strategy to improve turnaround time for customer orders from pre-existing standard of five days down to unprecedented time of two days• Created extensive documentation on company procedures, systems, and best practices aggregated into a single 200-page training manual disseminated throughout entire organization• Identified and nurtured qualities that have created rising leaders within the organization by prioritizing autonomy and self-accountability • Engineered “Customer Experience Enhancement Initiative” that changed the corporate culture by improving sales initiatives and increasing customer retention; Personally oversee daily operations; including workflow management, scheduling, conducting quality assurance checks and report preparation while maintaining departmental budgetsPosition Responsibilities:• Engage Customers with services issues or procedural inquires• Conduct employee annual performance reviews and regulate staffing; consisting of recruitment, training, development and supervision of up to 40 associates• Meet with the Executive Committee and Operations Managers to discuss and utilize action plans for improving service, increasing viability and marketability

King Of Prussia, Pa

• Assertively procure on outstanding materials on case assignments• Receive inbound customer service calls from a high volume network• Research documents for relevant case information• Track of progress in Excel and regularly report on delegated cases

Malvern, Pa

• Research the optimum loan products from an expansive network of lenders to meet individual borrower’s needs• Validate all DU/LP or AUS requested information from the borrower, as well as title and appraisal.• Responsible for in house underwriting• Manage loan pipelines, improving profitability and maintain customer and realtor contact and relations

Malvern, Pa

• Perform timely, thorough, accurate processing and verification of data• Assume responsibility for lead delivery to the origination team, processing RESPA documents and keeping within legal compliance• Act as a customer service advocate interacting with branch manager, loan officers and customers• Assist in the design and implementation of quality improvement initiatives on departmental and organizational levels, achieving 100% Quality Control

Computer Science

Environmental Engineering