Customer Service Employee Relations

RYAN FARRELL

**** ******** *** ** · 480-***-****

****.*******.***@*****.*** · https://www.linkedin.com/in/ryanfarrell01/

With over 12 years of business experience most of my time has been focused on B2B sales learning and development at a corporate level, analytics as well as consumer sales. During this tenure, I have been nominated for rookie of the year in sales, lead large scale multi-divisional projects and implemented numerous high visibility soft skills and sales training programs and systems impacting hundreds of internal and thousands of external individuals.

EXPERIENCE

6/17 – CURRENT

SR. LEARNING & DEVELOPMENT SPECIALIST, Foremost insurance

Responsible for learning reinforcement programs, facilitation and measuring impact from learning modalities.

-Successfully launched Excel training courses for sales employees to enable them to effectively analyze business reports to increase selling potential.

-Collaborated with business units to launch Salesforce CRM, introduced the program to entire Salesforce as new initiative presenter and work(ed) on all subsequent trainings to keep business units up to date on new updates.

-Created new learning initiative (podcast) that reached over 5k+ internal employees and has been distributed to over 100k agents.

8/15 – 6/17

LEARNING & DEVELOPMENT SPECIALIST, foremost insurance

Responsible for learning reinforcement programs, facilitation and measuring impact from learning modalities.

-Worked with LMS vendor to implement new LMS system and was lead system administrator working on content uploads and system updates for over 200+ courses servicing over 100k+ users.

-Launched and acted as head system administrator and creative designer for divisions learning reinforcement platform. Have worked to keep voluntary employee engagement at an average of 90% and knowledge lift averaging 13% or higher.

9/10 – 8/15

WORKFORCE MANAGEMENT ANALYST, farmers insurance

Management experience with employee relations and call center real time management operations to promote efficiency and call flow. Work on a daily basis with CSA, OCR, Service Power and management with adherence, staffing analysis, resource allocation and training and licensing.

Outcomes:

Completed Claims Contact Center project to move Claims Contact Center employees to the new Farmers building. Presented weekly updates and progress interdepartmentally with other claims, training, IT, and Telecom departments.

-Worked with CSCR leaders and licensing department to license multi-site CSCR employees in New Jersey.

-Work monthly with the licensing department to schedule all CSA & CSCR employees with upcoming recertification and licensing.

4/10 – 9/10

CUSTOMER SERVICE ASSOSCIATE, Farmers insurance

Responsible for first notice of loss documentation to determine appropriate direction of claim. Assigned units to be directed & processed by adjusters.

Outcomes:

-Documented accurate damages of vehicles and home claims to promote efficient claims direction to increase efficient claim handle times.

-Member of Gold Club for customer service • and accuracy

4/08 – 2/10

CREDIT MANAGER, Wells fargo financial

Inside/Outside sales representative responsible for prospecting Wells Fargo Financial customer base for further business opportunities and growing the company’s receivables above and beyond the goals.

Outcomes:

-Customized financial plans for clients, using Wells Fargo’s Loan Packages and cross selling opportunities in order to generate new business and profit for Wells Fargo.

- Nomination for Rookie of The Year for selling the most auto loans in one week (4).

EDUCATION

APRIL 2019

MASTERS OF SCIENCE - COMMUNICATIONS

Grand valley state university

GPA: 4.0; Awards: Best in Discipline – Communications, Phi Kappa Phi – Honor Society Member

This award is given to the employee with the highest GPA and recognized by the professors as the most outstanding student in the field of study.

NOVEMBER 2007

BACHELORS OF SCIENCE – ADVERTISING & PUBLIC RELATIONS

Grand Valley state univeristy

GPA: 3.0; Awards: Dean’s List

This award is given to students who maintain above a 3.0 GPA and achieve above a 3.5 during multiple different semesters.

SKILLS

Communication

Innovation

Creativity

Soft Skill, Sales & Technical Facilitation

Employee, Customer and Vendor Relations

Marketing & Analytics

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