Ryan A. Ross**** ********
Shaker Heights OH ***
SUMMARY OF QUALIFICATIONS
Over 10 years Call Center experience in the banking and wireless fields.
Experienced regional coordinator for over 2500 employees/ and project manager
Held over 20 positions in the call center including. Executive Officer, Director, Call Center Manager, Coordinator, Project Manager, Credit Analyst, Call Center Supervisor, Team Lead, Job Coach, Trainer, Benefits Coordinator, HR Representative.
2010-Present Service Manager Sprint
Ordained Minister 2006 2010
Director - operations 75K
Beyond Wireless 2005 - 2006
Responsible for creating all personnel policies as it pertains to attendance, QA, raises, and reviews regardless of department. Did all hiring/firing.
Decreased answer and wait times by over ten minutes, Ran ACD and VRU systems.
Increased online sales by over 3k%, Reported directly to CEO
Forcasted call volume.
Director, Project Manager 95K
Verizon Wireless 1999-2004
Maintained Network functionality for 20 million customers.
Oversaw 2.5k call center employees
Chairman on the Handset Committee, PRL Committee, reported directly to area President
Started current concept and department for prepay product over one billlion in sales
Manager Workforce Management for call center operations
Manager QA department
Executive Officer, Job Coach 90K
Cleveland Ohio 1994- 1999
Responded to all correspondence via the BBB, the Federal Banking Commission and the Comptroller of currency.
Went to court in behalf of bank and its lending institution.
Supervisor Call Center/QA representative
Started Job Coach position, served as a credit analyst/ Won employee of the year.