Customer Service Account Management

CARRIE A. RYAN **** Sagebrook Road, Columbia SC **223 803-***-****

********@*****.*** LinkedIn Profile /https//www.linkedin.com/in/carrieryan-8263231 PROFESSIONAL SUMMARY

Highly accomplished and results-driven professional with over two decades of progressive experience in account management, customer service, and leadership roles. Adept at driving process improvements, managing diverse teams (8-65 employees), and fostering strong client relationships. Proven ability to mentor, train, and develop staff, consistently exceeding operational goals and contributing to organizational growth. Recognized for exceptional communication, problem-solving, and program management skills. CORE COMPETENCIES

● Account Management

● Customer Relationship Management (CRM)

● Process Improvement

● Team Leadership & Development

● Program Management

● Problem Resolution

● Strategic Planning

● Training & Mentoring

● Performance Monitoring

● Client Liaison

● Regulatory Compliance (RCMS®, RC14001®)

TECHNICAL SKILLS

● Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) EXPERIENCE

SENIOR ACCOUNT MANAGER NSF ISR December 2013 – Present

● Manages high-volume client accounts, delivering exceptional customer service and ensuring seamless navigation of the registration process for internal and external stakeholders.

● Pioneered significant process improvements within the Account Management System

(SAM), specifically enhancing Visit Notification to Clients and IATF Day Verification procedures.

● Authored Standardized System Documents (SSDs) for Apostille of Documents and IATF Red Supplier, streamlining critical compliance workflows.

● Provided comprehensive training, ongoing mentorship, and best practices guidance to new and existing Account Managers, both in-person and remotely.

● Attended and actively participated in American Chemistry Council Responsible Care® RCMS®:2023/RC14001®:2023 Auditor Awareness Sessions, staying current with industry standards.

● Serves as a primary liaison, facilitating complex problem resolution between clients and sales, Technical Leads, accounting, and auditors.

● Oversees and maintains meticulous client files, ensuring accuracy of all audit data related to certification and registration.

CALL CENTER SUPERVISOR VERIZON WIRELESS June 2003 – June 2013

● Led and managed daily operations for a high-performing team of 10-14 customer service representatives, consistently achieving key performance indicators.

● Identified, recommended, and successfully implemented critical process improvements that enhanced operational efficiency and customer satisfaction.

● Monitored staff performance rigorously, providing constructive feedback and coaching to ensure consistent quality results and positive customer interactions.

● Developed and implemented an innovative reporting format that significantly reduced unplanned shrinkage within the call center.

● Established and led an Attendance Awareness Committee, organizing impactful incentive contests that improved overall team attendance and morale.

● Created and launched a peer mentor program, demonstrably enhancing new hire efficiency, improving employee retention rates, and boosting job satisfaction across the team.

● Special Project: Transition Supervisor November 2007 – February 2009

Orchestrated and delivered daily training for 14+ new hire representatives, focusing on foundational call center practices and exemplary customer service delivery.

Designed and facilitated dynamic training sessions, empowering new hires to consistently deliver superior customer experiences. EDUCATION

BACHELOR OF SCIENCE KEENE STATE COLLEGE 1996

● Major: Psychology

● Minor: English Literature

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