Theresa Ryan Email & Phone Number

Centerville, Ohio, United States

- Interfaces with all contractor employees assigned to the contract and interfaces with the Contracting Officer Representative (COR)- Implements and manages the department's policies, procedures, documentation, and training, and defines, communicates, and manages customer service best practice standards and key performance indicators.- Oversees the call handling, tracking, monitoring, and analysis of performance statistics for operations and the team, providing coaching for performance… Show more - Interfaces with all contractor employees assigned to the contract and interfaces with the Contracting Officer Representative (COR)- Implements and manages the department's policies, procedures, documentation, and training, and defines, communicates, and manages customer service best practice standards and key performance indicators.- Oversees the call handling, tracking, monitoring, and analysis of performance statistics for operations and the team, providing coaching for performance improvement and development.- Proactively identify opportunities to enhance customer satisfaction and improve the client experience by providing feedback and recommendations to the COR as needed.- Document client interactions, issues, and resolutions accurately and comprehensively, maintaining detailed records to track progress and ensure follow-up as necessary.- Stay informed about industry trends, best practices, and emerging technologies related to the contract, sharing knowledge and insights with the COR as appropriate. Show less

- Led and managed Prefix License membership activities; implemented new programs resulting in increased retention of current memberships - Tracked and reported on key metrics and progress against goals, reviewed outcomes daily, weekly, and monthly, identified variances and areas of opportunity- Provided strategic and business planning to optimize revenue channels and increase membership retention- Oversaw a team of ~5 people, ensured proper execution of business processes, knowledge… Show more - Led and managed Prefix License membership activities; implemented new programs resulting in increased retention of current memberships - Tracked and reported on key metrics and progress against goals, reviewed outcomes daily, weekly, and monthly, identified variances and areas of opportunity- Provided strategic and business planning to optimize revenue channels and increase membership retention- Oversaw a team of ~5 people, ensured proper execution of business processes, knowledge of standards and offerings, and customer engagement success- Educated customers on value and benefit of a membership program, resolved concerns and delivered on customer expectations based on changes in their business- Coached, mentored, and developed team members to improve soft skills and ability to overcome cancellation requests- Partnered with Executive Account Managers to identify at-risk accounts with payment issues, determined actions to avoid membership cancellation Show less

- Responsible for supporting Rapid Recall Exchange, Data Driver and the GLN Registry Product Managers; successfully provided project management support for Data Driver 3.0 release- Conducted User Acceptance Testing for Data Driver Enhancements, compiled feedback on new version, and presented to Product Manager - Participated with Product Manager in the delivery of training of Rapid Recall Express; presented in various locations to include Chicago and Washington DC- Created and… Show more - Responsible for supporting Rapid Recall Exchange, Data Driver and the GLN Registry Product Managers; successfully provided project management support for Data Driver 3.0 release- Conducted User Acceptance Testing for Data Driver Enhancements, compiled feedback on new version, and presented to Product Manager - Participated with Product Manager in the delivery of training of Rapid Recall Express; presented in various locations to include Chicago and Washington DC- Created and delivered Merger and Acquisition Presentation at GS1 Connect Show less

Dayton, Ohio

- Provided support to a variety of functions, including Customer Operations, Education and Data Analysis- Handled high volume of inbound calls, processed applications and payments, and updated customer records within company database- Supported Senior Manager on special projects and initiatives; captured data on voice of the customer, resulting in delivering better overall user experience- Efficiently compiled and consolidated data to communicate research results via reports and… Show more - Provided support to a variety of functions, including Customer Operations, Education and Data Analysis- Handled high volume of inbound calls, processed applications and payments, and updated customer records within company database- Supported Senior Manager on special projects and initiatives; captured data on voice of the customer, resulting in delivering better overall user experience- Efficiently compiled and consolidated data to communicate research results via reports and presentations- Coordinated education and training webinars, to include scheduling, registration, set-up, attendee reporting and follow up communications- Monitored and maintained GS1 US Marketing and 1WorldSYnc Education mailboxes; responded to inquiries on services, scheduling and available training sessions Show less

Dayton, Ohio

- Responded to inquiries via inbound calls and emails from new members and partner connection members, supporting bar codes and eCommerce on various products- Worked with multiple departments completing outbound calls and special projects

Springfield, Oh

- Effectively planned, organized, controlled and coordinated day-to-day activities for associates involved in providing services in hazard processing- Coordinated the work flow in a multi-functional environment; including processing, research, responding to written correspondence and answering inbound customer service calls- Worked with Management and Key Associates to develop and implement process improvements; resulting in increased productivity and higher quality outcomes-… Show more - Effectively planned, organized, controlled and coordinated day-to-day activities for associates involved in providing services in hazard processing- Coordinated the work flow in a multi-functional environment; including processing, research, responding to written correspondence and answering inbound customer service calls- Worked with Management and Key Associates to develop and implement process improvements; resulting in increased productivity and higher quality outcomes- Monitored work group’s performance through call observations; provided coaching and direction to Associates, encouraged customer sensitivity, teamwork, and commitment; resulting in increased productivity and call quality improvement- Participated in regularly scheduled conference calls with clients, designed to obtain feedback on overall performance of Contact Center Show less