Project Manager Customer Service

Ryan Pelan

******@*******.******.********.***/in/ryanpelan 206-***-****

SUMMARY

Over 15 years of technical and creative team management, leveraging highly developed

skills, knowledge and instincts about what will maximize a response to any given offer

across multiple channels including: web, UX/UI design, print, and video. Work directly

with Founders/Presidents/CEOs and key stakeholders of organizations to understand user

needs, interpret product goals and determine design objectives.

Areas of Expertise

Team Management User Experience Program/Product Management

Web Analytics Art and Creative Direction Usability and Information Architecture

Customer Loyalty Social Media Strategy Brand Management

Brand Management Email Campaign Management Web Strategy and Design

EXPERIENCE

Institute for Systems Biologya Seattle, WA

Non-profit life sciences research institute on the leading edge of Systems Biology

Responsible for activities focused on brand alignment throughout multiple channels,

website, social media, email marketing and print marketing. Managed over 80 company

websites including corporate site, intranet and International Symposium sites.

MANAGER OF ONLINE AND CREATIVE SERVICESJune 2005June 2012

Selected Accomplishments

Project Management Managed and coordinated planning of development efforts for internal

redesign of website. Took the lead in architectural aspects of UI applications, bringing

together business and editorial needs with architectural perspectives and creativity.

(https://www.systemsbiology.org/)

UI/UX Design Produced wireframes and prototypes to ensure interaction and visual

designs communicate and function successfully for varying technical and performance

specifications.

Business Requirements Determined on a case-by case basis the most effective ways to

communicate designs through site maps, content maps, outlines and interactive

demonstrations.

Evaluated and proposed new design and layout for corporate website to increase usability

and increase traffic and unique visitors; in collaboration with IT staff, implemented

changes resulting in 82% increase in new user traffic.

Identified and implemented eCommerce solution to address ongoing legacy issues related to

multiple event websites; resulted in 90% decrease in user complaints/issues.

Managed design and development process of Institute s Annual Symposium websites and

programs; resulted in $34k cost reductions and increasing sales/sponsorship over $100k.

Developed and tracked full cycle email campaigns that were relevant and appealing to the

target audience.

Identified need for metrics to measure success of websites with varying priorities and

goals; implemented Google Analytics resulting in standardized metrics for the institute

but allows for each site to identify its own dashboard for monitoring site traffic.

XUMA a Las Vegas, NV

Internet application service provider that combined complete customization of a

traditional systems integrator

Initially integrated backend software components with front-end design templates and

within 2 months asked by senior management/leadership to take on additional client

relationship/account management responsibilities that streamlined the process between

clients and developers to decrease development time and increase client experience

satisfaction.

WEB DEVELOPER April 2000June 2003

Selected Accomplishments:

Project Manager Led web development and design team through full life cycle.

Web Development Coordinated launch of $10 M project for subsidiary of multi-national

site in 9 languages and 2 audiences, consumer and professionals on time and on budget.

Led web development and design team through implementation of phase 1 and phase 2 client

projects resulting in 20 K annual bonus.

Represented client needs, during requirements identification and implementation with Java

engineers and interface designers.

Coordinated launch of $10 M project for subsidiary of multi-national medical site in 9

languages and 2 audiences, consumer and professionals on time and on budget.

Responsible for implementing CMS into client websites within schedule and under budget:

selected to get trained on Documentum to incorporate into their own system.

SafeHarbor a Seattle, WA

Customer service provider utilizing knowledge base services for both web and contact

centers.

Responsible for design, layout and maintenance of corporate website and intranet site.

WEB DESIGNERApril 1999April 2000

Selected Accomplishments:

Project Management Oversaw design and implementation of client side websites using

HTML, .asp and JavaScript.

Product Development - create an account and check out user interface.

Digital Design Created all original artwork for companies knowledge solutions to

enhance UI and UX.

Built replica of the support sections on 6 clients websites ensuring seamless end user

experience; decreased calls to contact centers on average 35% resulting an average savings

of $50 K for company

Created original artwork for 6 companies to align product with client brand.

Created all original artwork for companies knowledge solutions brand.

COMMUNITY INVOLVEMENT

YMCA, Hoquiam WA 1997Current

Over 15 years of volunteering as summer camp counselor for up to 50 children between the

ages of 6 and 12.

The Moyer Foundation at Camp Erin, Seattle WA2008 2010

Provided grief counseling to youth ages 6 to 18 who experienced loss of a loved one.

TECHNICAL SKILLS

Photoshop a Illustrator a Fireworks a Dreamweaver a HTML a Drupal a Word

Press a Flash

Social Media a Premiere a Plone a Visio a CSS a Mac a PC a Word a Constant

Contact a Powerpoint

EDUCATION

Art Institute of Seattle Associate of Applied Arts Seattle, Washington

Major: Computer-Based Multimedia Communication.

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