Ryan Andreas
Customer Support Director
Fuquay-Varina,NC
Summary
Seasoned professional with over 10 years of hands-on experience in customer support and a proven track record of leadership in people management. With a diverse background spanning live theater management and B2C/B2B customer support environments, Offers a unique perspective to delivering exceptional customer experiences. Possesses extensive tenure in people management, totaling 15 years, underscores ability to cultivate high-performing teams and foster a culture of excellence.
Overview
14
14
years of professional experience
Work History
Director of Customer Success
Savi Solutions PBC
03.2022 - Current
- Achieved 73% reduction in first-reply time within initial 3 months of employment, optimizing it from 126.4 business hours to 24.7 business hours
- Further slashed first reply time to 5.3 business hours in 2023
- Spearheaded implementation of streamlined processes, effectively reducing email backlog of over 10,000 tickets, with oldest ticket date of 6 months, to consistent reply date of no more than 5 business days within first month
- Demonstrated continued commitment to improving customer service metrics, resulting in year-over-year decrease in first-reply time to 5.2 business hours
- Instituted live chat functionality leading to cost savings in reduction of incoming phone calls to third party call center
- Collaborated effectively with product teams to introduce new ZenDesk ticket tagging system, providing insightful recommendations for product improvements geared towards minimizing Customer Support outreach ratio from 33% in 2022 to 12% in 2023 on average
- Leveraged CRM tools to manage all aspects of customer journey, increasing visibility into each account's status and progress towards goals.
Manager of Member Services
Bookspan, LLC
01.2021 - 03.2022
- Oversaw 7 Member Services representatives servicing 13 book clubs including Doubleday Book Club and Columbia House DVD Club
- Created comprehensive quality assurance process with all agents across both phone calls and emails to ensure all procedures and protocols are correctly followed and improve KPIs
- Resulting from established QA process, reduced ticket resolution times by 50% over one year
- Assisted operations team to ensure smooth flow through all systems including CDS, Braintree and NetSuite
- Utilized ZenDesk for email workflow and TalkDesk for phones workflow and use both to create reports monitoring response time and SLA.
Manager of Member Services
Book of the Month
01.2018 - 01.2021
- Oversaw six Member Services representatives servicing over 200K members
- Implemented ZenDesk as primary CRM. Established all rules, triggers and automations. This resulted in decrease of 25% in first response times to emails and increase of 14% in CSAT
- Created and presented daily and weekly reports to COO and CEO outlining current trends in emails and phone calls
- Contributed to increase NPS scores by collaborating across departments with product and engineering on website and product improvements based on member feedback
- Personally handled all escalation cases which led to increased escalation CSAT by 20%
- Conducted biweekly quality assurance meetings with all team members and critique emails and phone calls to ensure highest level of customer service.
Lead Member Services Associate
Book of the Month
04.2015 - 01.2018
- Implemented Desk as primary CRM, as well as set up all rules and automations. Setting up team to effectively handle over 100 incoming emails per day
- As first member of the Member Services team, spearheaded creation and implementation of team handbook leading to significant decreases in future associate training periods
- Provided support to members via phone and e-mail
- Analyzed member feedback in order to cater to ever-changing needs of our clientele
- Regularly reported to upper management on growing concerns and requests of member base leading to increased NPS and CSAT across calls and emails
- Continued to update and adjust support procedures to optimize member services department.
Theatrical Relations Manager
Broadway Today
06.2014 - 04.2015
- Established relationships with key decision makers at various Broadway and Off-Broadway productions increasing ad sales by 30%
- Managed implementation of magazine distribution throughout Times Square area
- Collected and analyzed data from customers to shape information in each issue of Broadway Today which led to increased distribution and further increase in ad sales
Theater Manager
New World Stages
10.2011 - 11.2013
- Created and maintained budget for front of house department
- Through series of cost cutting initiatives effectively lowered front of house budget by 15% within one year
- Hired, trained, and supervised team of 4 part-time assistant house managers
- Created weekly schedules and processed weekly payroll for 75+ paid part-time front of house personnel
- Worked cross departmentally with bar management to increase revenue by implementing in theater cocktail service
- Collaborated with Events Department to execute theatrical and high-profile corporate-level events leading to increased revenue year over year
Assistant Theater Manager
New World Stages
12.2009 - 10.2011
- Managed 5-theater complex located one block from New York's Theater District
- Ensured safety and comfort of hundreds of patrons every night
- Supervised a house staff of 65+ paid part-time ushers
- Processed payroll for all house staff
- Coordinated with various departments including operations, custodial, stage management, and company management to ensure all shows ran smoothly
- Assisted with special rental events run out of complex including coordinating with catering staff, event organizer, and event manager.
Education
Bachelor of Science - Business Administration And Management
Le Moyne College
Syracuse, NY01.2005
Skills
- Zendesk Administration
- BPO Management
- Training and Development
- Customer Support
- Budget Administration
- Team Leadership
- Data-driven decision-making
- CRM Integration
- Live Chat Management
- Microsoft Excel
- People Management
- CS Scaling
Timeline
Director of Customer Success
Savi Solutions PBC
03.2022 - Current
Manager of Member Services
Bookspan, LLC
01.2021 - 03.2022
Manager of Member Services
Book of the Month
01.2018 - 01.2021
Lead Member Services Associate
Book of the Month
04.2015 - 01.2018
Theatrical Relations Manager
Broadway Today
06.2014 - 04.2015
Theater Manager
New World Stages
10.2011 - 11.2013
Assistant Theater Manager
New World Stages
12.2009 - 10.2011
Bachelor of Science - Business Administration And Management
Le Moyne College
Similar Profiles
Eric GrasEric Gras
Sr. Director of Channel Sales at SAVI Solutions Inc. | SaaS AI Platform |(Start-up)Sr. Director of Channel Sales at SAVI Solutions Inc. | SaaS AI Platform |(Start-up)
Jackson GarnerJackson Garner
IT Service Specialist at Savi SolutionsIT Service Specialist at Savi Solutions
Aishwariya ParmarAishwariya Parmar
PCB CAD/CAM Engineer at Tech Intelligent PBC SolutionsPCB CAD/CAM Engineer at Tech Intelligent PBC Solutions
Orion MorettoOrion Moretto
Picking and Packing at Plant Delights NurseryPicking and Packing at Plant Delights Nursery
PALAK NIGAMPALAK NIGAM
SENIOR CLINICAL DATA MANAGER at GE HealthcareSENIOR CLINICAL DATA MANAGER at GE Healthcare