Implementation Manager

ASHLEY RYAN

adfddh@r.postjobfree.com 415-***-**** San Francisco

https://www.linkedin.com/in/ashley-ryan-ar

PROFESSIONAL SUMMARY

Self-motivator with 10 years of experience in combined Customer Service and Success, Implementation, Sales, and Management roles. Collaborative team-player with impeccable time management and multitasking skills. Expert in building relationships and educating customers on new and existing products and services, resulting in increased customer satisfaction, retention, and sales. SKILLS

● Customer Relations

● Product implementation

● Process improvement

● Project organization and

management

● Revenue growth

● Key accounts development

● Strong conflict resolution skills

● Technical support

● Quality assurance

● Training and development

● Account management

WORK HISTORY

Implementation Manager Concord Worldwide Inc.- San Francisco, CA 10/2018 - 04/2020

● Main point of contact and subject matter expert to oversee the entire Implementation/Onboarding process for new customers, ranging from small business to Enterprise account levels

● Maintained tactical control of project timelines to keep key players on-task and achieve schedule targets

● Closely collaborated with key project members to identify and quickly address, correct and/or escalate any project roadblocks

● Identified areas of weakness and recommended or implemented process improvements

● Worked closely with the entire Success team to build and strengthen team procedures, along with maintaining documentation to act as a source of truth Customer Success & Operations.

Customer Success & Operations Brightwheel - San Francisco, CA 08/2017 - 10/2018

● Lead Supporter managing all inbound customer communications.

● Monitored a small team of supporters outside the US and provided feedback and extensive training

● Assisted team with creating internal policies, content, Help Center Articles, and means to track data and measure success.

● Managed department call volume and coordinated department schedules to maximize coverage during peak hours

SaaS Support Associate Square - San Francisco, CA 10/2014 - 08/2017

● Provided high value Enterprise merchants with timely over-the-phone and email support for their SaaS business services with Square

● Corresponded directly with engineers by filing bugs and reporting glitches in the system

● Piloted new and innovative teams to expand the levels of efficiency in Customer Service

● Conducted onsite interviews with possible future FT Supporters

● Provided feedback and coaching to fellow Supporters Sales Assistant ICS Travel Group - San Francisco, CA 08/2013 - 09/2014

● Grew and maintained the company-wide CRM

● Assisted the Director of Sales in finding new clientele and keeping relationships with current clientele - attended local Trade-shows

● Brainstormed and carried out new and innovative ideas for marketing email blasts to all clients/ future clients

● Visited and inspected properties of large clients all over SE Asia to assist in future travel sells

EDUCATION 2010

Logan High School - Logan, UT

High School Diploma