Ryan Floden
Scarborough,ME
Summary
Passionate leader with over two decades of progressive operational and management experience. Possesses the ability to quickly learn and adapt to rapidly changing environments. Successfully navigates ambiguity and complexity, effectively leading teams by fostering collaboration and transparency. Builds strong relationships and trust across diverse organizations and departments.
Overview
21
21
years of professional experience
Work History
Human Resources Specialist
Pleasant Mountain Ski Area
11.2022 - Current
- Responsible for employee onboarding
- Administer health and company benefits
- Provides project management support for HR initiatives and tracks business/LOB metrics to recommend action plans based on data and trend analysis
Ski Instructor
Pleasant Mountain Ski Area
12.2022 - 04.2023
- Responsible for instructing Level V multi-week, young adult and children ( > 5 yrs)
- Affiliated with PSIA Eastern Division
- Voted 'Best New Hire' in Snow Sports for 2022 season by peers and management
Director, Telco Operations
Mural Consulting
02.2019 - 06.2020
- Led experience delivery/customer experience, operations, workforce management, project management, P&L, process inspection/QA, and L&D for both onshore and offshore BPO programs
- Restructured workforce and processes to optimize productivity, durably improve quality, create profitability, and fuel growth with an outcome of an expansion of current business and entry into additional lines of business
- Managed teams responsible for 150-200 new client cloud deployments annually, ranging in size from small to enterprise level businesses
- Implemented effective solutions to monitor, measure and track against critical service level metrics, customer requirements, operational costs and other financial objectives
- Developed Microsoft fast-track certification training, job roles and competency matrix for employees, aligning to individual’s growth goals and program needs
- Assisted Executive Team with development and implementation of company-wide Talent Management initiative
- Designed and implemented performance-based scorecards and incentives to accelerate outcomes
- Implemented Change management principles with an emphasis on improving culture, employee/customer satisfaction and profitability
- Retooled sales culture and training, resulting in an increased sales conversion by 168% YOY
- Directed monthly training and sales channel optimization for client’s internal staff
- Improved client customer satisfaction resulting in an annual Net Promoter Score of 72%
- Increased schedule adherence to 98% through employee coaching and action plans resulting in a significant decrease in churn
- Managed cross-functional teams to identify areas for improvement and to share best practices
- Member of Culture, Diversity and Inclusion Committee
- Consistently recognized by clients, leadership and employees for commitment to excellence
Operations Manager – Service Delivery
BroadPath Healthcare Solutions
04.2011 - 12.2018
- Successfully managed up to 14 consecutive projects with 150+ directly reporting employees of various levels
- Responsible for the creation and management of an in-house HR department
- Facilitated the onboarding of all employees, including both permanent and temporary staff
- Experience developing workflows to improve employee onboarding/offboarding experience
- Owned Human Resources and Compliance functions, including onboarding/offboarding of employees, vendor procurement, policy development and implementation
- Maintained knowledge of and ensured compliance with all applicable local, state and federal labor and employment laws, regulations and mandatory reporting and training
- Increased annual revenue by $8M by converting short-term projects into steady-state engagements
- Consistently met or exceeded contractual requirements of 95% or better relating to quality and production metrics
- Provided strategic planning, identified areas for operational improvement and trend forecasting for both internal and client projects
- Increased account expansion by 200% in less than 1 year by exceeding performance guarantees
- Administered performance management by identifying improvement opportunities, providing feedback, training, professional development, and corrective action plans
- Managed payroll department for 300+ FTE workforce in 42 states
- Developed and implemented internal process for asset recovery resulting in 95% adherence
- Member of task force that developed and implemented Operations Playbook resulting in reduced attrition, improved quality performance, enhanced employee engagement and increased revenue
- Helped client achieve CMS 5 Star rating by improving processes to meet 98% SLA, coordinating member retention campaign, mitigating CMS complaints and achieving superior customer service ratings in both Medicare member services and telesales LOB
- Repeatedly expanded scope of projects by exceeding client goals; e.g
- Oversight of client’s external telesales team and expansion of Medicaid claims project
- Established and maintained relationships across client departments which increased project efficiencies and helped identify opportunities for account growth
- Performed sales engineering to identify opportunities and strategies for project expansion
- Sold turnkey solutions for Individual and Government health plans generating $2M revenue
- Responsible for the management and oversight of all Contracting functions, including drafting MSAs, SOWs, document execution, annual audits, compliance attestations, etc
- Monitored contract life cycle throughout departments to ensure compliance with client and internal policies
Operations Manager
Taxon Group, LLC
05.2009 - 03.2010
- Developed GTM strategies and trend analysis for Executive Committee
- Contributed to short and long-term organizational planning and strategy
- Ensured timely reconciliation of vendor and client accounts with respect to AR/AP
- Managed client’s Google Analytics campaigns
Senior Legal Analyst
FKA First Magnus Liquidating Trust
03.2007 - 05.2009
- 1 of 7 employees retained out of 600+ local corporate/6000+ nationwide after FMFC filed bankruptcy
- Served as liaison between bankruptcy attorneys, court-appointed Trustee and creditors
- Coordinated $60 million bid sale of company assets
- Supervised $40 million sale of multi-phase residential development from company’s loan portfolio
- Drafted and executed Deeds of Trust, Promissory Notes and Title Documents for multi-phase development sold at auction
- Ensured company dissolution operations were compliant with State and Federal regulations
Senior Legal Analyst - Risk Management
FKA First Magnus Financial Corporation
05.2003 - 03.2007
- Managed and developed litigation strategies for 70+ active cases
- Performed internal investigation identifying $5 million in fraudulent loans and property appraisals and successfully mitigated $4 million in damages
- Assisted Federal Bureau of Investigation, Secret Service, Internal Revenue Service, and District Attorney’s litigation strategies
- Responsible for company, joint venture and broker adherence to State and Federal lending laws
- Directed retail and wholesale audits for 300+ branches
- Managed team of 15 litigation analysts
- Mitigated $5 million in 2004 and $20 million in 2005 in potential losses
- Increased retail branch policy adherence by 30% in under 6 months
Education
Outdoor Emergency Care Certification -
National Ski Patrol
11.2024
MBA -
Eller College of Management, University of Arizona
Tucson, AZ05-2011
BA - Communications
University of Arizona
Tucson, AZ05-2003
Skills
- Business development
- Onsite/remote workforce management
- Strategic planning
- Forecasting
- Client needs assessment
- Profit and loss management
- Client relationship management
- Coaching and training
- Microsoft 365
- Google Workspace
- UKG
- Zoom
- SalesForce
- HubSpot
- Basecamp
- QuickBooks
- Proficient with both PC and Mac environments
Timeline
Ski Instructor
Pleasant Mountain Ski Area
12.2022 - 04.2023
Human Resources Specialist
Pleasant Mountain Ski Area
11.2022 - Current
Director, Telco Operations
Mural Consulting
02.2019 - 06.2020
Operations Manager – Service Delivery
BroadPath Healthcare Solutions
04.2011 - 12.2018
Operations Manager
Taxon Group, LLC
05.2009 - 03.2010
Senior Legal Analyst
FKA First Magnus Liquidating Trust
03.2007 - 05.2009
Senior Legal Analyst - Risk Management
FKA First Magnus Financial Corporation
05.2003 - 03.2007
Outdoor Emergency Care Certification -
National Ski Patrol
MBA -
Eller College of Management, University of Arizona
BA - Communications
University of Arizona
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