Gina Ryan
Methuen,MA
Summary
Resourceful professional offering dynamic personality and extensive background in documenting and implementing process improvements. Highly skilled, dependable, and detail oriented managing multiple tasks and priorities simultaneously while achieving project goals. Rapport for providing exemplary customer service and building lasting relationships cross functionally.
Overview
24
24
years of professional experience
Work History
Service Operations & Program Manager
EVOLV TECHNOLOGY
WALTHAM, MA
02.2023 - Current
- Promoted to current position
- Coordinated Teams cross functionally to review, test and implement proposed system enhancements for newly implemented business system, 'Service Cloud.' Analyzed problem areas to create and document process improvement for Global Services
- Analyzed problem areas to create and document process improvement for Global Services
- Implemented final processes upon approval and communicated to all impacted for utilization
- Retained library of documentation for reference and training
Customer Success Administrator
EVOLV TECHNOLOGY
WALTHAM, MA
03.2020 - 02.2023
- Provided Administrative Support to Technical Services, Global Services and Technical Support Teams
- Coordinated and scheduled installation and training of all new equipment upon order receipt
- Assigned Systems for activation and personnel to meet all order / field requirements, training and go live support
- Dispatched Field Service Team and third Party Vender for all repairs, maintenance, and support of customer events
- Monitored and documented all Field Activities in Business System including RMA assignments and returns
- Appointed to Service Cloud Implementation Team January to September of 2022
- Documented all Service requirements for development, review of preliminary documents from developer, tested all Service functionality and requirements by role, provided detailed documented training instructions, and trained all personnel prior to going live
- Addressed / resolved escalations and scheduled refresher training for Field Service Engineers as needed.
SR. SERVICE ADMINISTRATOR/SERVICE ADMINISTRATOR
L3 SECURITY AND DETECTION
WILMINGTON, MA
04.2013 - 02.2018
- Supported 5000 pieces of Security Detection Equipment Globally & 304 Airports Domestically to ensure public safety
- Performed and Executed all assigned duties expeditiously, coordinated interdepartmentally and accommodated all customer field requirements meeting all time constraints
- Highly experienced in Order Management and Export Compliance
- Generated and distributed proposals, processed daily supply orders for both customers and Field Service Personnel
- Trained New Administrative Hires to support the Technical Team & meet Customer Account / Order Requirements
- Member of Internal Audit Team to document and maintain ISO 90001 and 140001 standard operating procedures
- Emergency Response Team Member.
Sr. Service Administrator
MORPHO DETECTION
WILMINGTON, MA
01.2000 - 04.2013
- Produced and distributed proposals for repair, training, procurement of service contracts, and coordinated all requirements and documentation for instrument repair
- Monitored and implemented programs for Service Contract Repair, On Site Maintenance, Loaner Programs and billing of all services
- Facilitated the Transition of the Service Center to meet CAS implementation and compliance requirements
- Resolved customer issues, order management discrepancies, and maintained repair database
- Trained, monitored and managed administrative team and department work flow
- Documented department procedures to maintain ISO 9000 standards.
Education
Project Management Certificate -
Boston University Corporation Education
06.2008
Bachelor of Science, Resort Management -
New Hampshire College
05.1991
Associate of Science, Hospitality -
Becker Junior College
09.1989
Skills
- Excellent Written and Verbal Interdepartmental Communication
- Conflict Resolution
- Project Management and Planning
- Critical Thinking
- Process Improvement
- Time Management
- Service Quality Standards
- Records and Database Management
- Customer Service Excellence
- Administrative Management
- Service Coordination / Scheduling
- Attention to Detail
- Proficient in Sales Force / Service Cloud, Visio, Navision, Oracle, Microsoft Office, Access, Agile, Business Objects, Crystal Reports, Sales Logix, Max Business Systems, and Visual Manufacturing
References
References available upon request.
Timeline
Service Operations & Program Manager
EVOLV TECHNOLOGY
02.2023 - Current
Customer Success Administrator
EVOLV TECHNOLOGY
03.2020 - 02.2023
SR. SERVICE ADMINISTRATOR/SERVICE ADMINISTRATOR
L3 SECURITY AND DETECTION
04.2013 - 02.2018
Sr. Service Administrator
MORPHO DETECTION
01.2000 - 04.2013
Project Management Certificate -
Boston University Corporation Education
Bachelor of Science, Resort Management -
New Hampshire College
Associate of Science, Hospitality -
Becker Junior College
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