Michael Ryan
Customer Experience Lead
Garfield,NJ
Summary
Seasoned professional with 20+ years of operations management experience in the sports and entertainment industry providing outstanding customer service, staff training and development, and timely technical troubleshooting in several fast-paced and deadline-driven environments.
Overview
24
24
years of professional experience
Work History
Customer Experience Lead; Asst. Product Manager
PlayUp, Inc.
Henderson, NV
09.2021 - 07.2023
- Addressed and resolved escalated day-to-day customer service concerns to enhance the overall user experience, maintain solid customer relationships to ensure KPI's were delivered.
- Identified pain and friction points in the customer journey, suggested operational improvements both internally and with external third-party vendors to become more efficient with the both the sportsbook and casino.
- Provided workflows and gap analysis of competitor's platform functionality to highlight areas the company could advance the customer experience.
- Led the internal team on all user acceptance testing with developers prior to new releases.
- Monitored all internal and external communication queues (email, Teams, Slack, WhatsApp, socials, etc.) and when needed collaborated with the Casino, Compliance, Customer Service, Marketing, Product, Racing and Wagering teams to escalate unresolved support tickets and client cases.
- Collaborated with internal team members to resolve customer concerns and deliver enhanced customer experiences.
- Served as the interim Responsible Gaming manager for six months while maintaining my existing duties until the position was filled permanently.
Sportsbook Supervisor
FanDuel Sportsbook, Meadowlands
East Rutherford, NJ
09.2018 - 07.2023
- Managed sportsbook floor, resolved escalations, monitored wagers, directed cash control, ensured all operations were in accordance with company policies and New Jersey regulations.
- Collaborated with senior management to enhance day-to-day operational efficiency, provided suggestions for operational improvements and long-term growth.
- Exceptional understanding of sports and betting markets that the industry offers combined with the ability to engage and communicate the product to customers to enhance their experience.
Sportsbook Cashier
FanDuel Sportsbook, Meadowlands
East Rutherford, NJ
07.2018 - 09.2018
- Provided efficient and accurate cash exchange along with outstanding customer service on the sportsbook floor from the company's U.S. inception in New Jersey before being promoted to supervisor shortly thereafter.
City Carrier Assistant
United States Postal Service
Moorestown, NJ
09.2017 - 06.2018
- Delivered mail and packages for local post office.
Manager
Nassau Tickets
Philadelphia, PA
02.2009 - 03.2017
- Provided technical support setup, configuration and maintenance of software, hardware and network systems for a high-volume event ticketing agency (sports, concerts, theater) in Center City, Philadelphia.
- Coordinated the processing, completion and fulfillment of all daily ticket sales in a fast-paced and deadline-driven environment.
- Managed daily ticket inventory, reporting and general accounting tasks.
Ticket Technology Specialist
New Era Tickets
Exton, PA
10.2006 - 02.2009
- Ticket Technology support representative for Comcast-Spectacor owned and Paciolan operated full-service ticketing company.
- Provided box office and event operations management with 24/7 technical support via phone or email for entertainment venues around the country including Philadelphia’s Wells Fargo Center (76ers, Flyers, concerts, etc.), Portland’s Moda Center (Trail Blazers), Borgata Casino and Pocono Raceway.
- Performed on-site installations and hands-on training for new clients.
Program and Operations Manager
WDBK-FM
Blackwood, NJ
09.2002 - 01.2007
- Directed all day-to-day operations, programming and staffing.
- Managed all on-air scheduling from talent to traffic.
- Executed all underwriting agreements from negotiations to writing copy for on-air agreements.
Assistant Manager, Ticket Services
Philadelphia Phillies
Philadelphia, PA
01.2000 - 12.2005
- Oversaw daily operations of phone and online ticket sales in call center
- Managed and supervised an intern staff, assisted with scheduling, and responsible for all sales training including the writing of procedural manual for all newly hired staff
- Assisted Box Office in addressing customer service and problem-solving matters (exchanges, refunds, lost tickets, etc.).
Education
Bachelor of Arts - Communications, Radio/TV/Film
Rowan University
Glassboro, NJ 08.2004 - 2006.05
Timeline
Customer Experience Lead; Asst. Product Manager
PlayUp, Inc.
09.2021 - 07.2023
Sportsbook Supervisor
FanDuel Sportsbook, Meadowlands
09.2018 - 07.2023
Sportsbook Cashier
FanDuel Sportsbook, Meadowlands
07.2018 - 09.2018
City Carrier Assistant
United States Postal Service
09.2017 - 06.2018
Manager
Nassau Tickets
02.2009 - 03.2017
Ticket Technology Specialist
New Era Tickets
10.2006 - 02.2009
Bachelor of Arts - Communications, Radio/TV/Film
Rowan University
08.2004 - 2006.05
Program and Operations Manager
WDBK-FM
09.2002 - 01.2007
Assistant Manager, Ticket Services
Philadelphia Phillies
01.2000 - 12.2005