Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
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Ryan Henck

Lithia

Summary

Dynamic leader with a proven track record at Venture Solar, LLC, enhancing customer satisfaction and operational efficiency. Expert in Salesforce Service Cloud and employee training, I successfully increased answer rates by 20% and secured over 1,600 five-star reviews. Adept at developing performance management systems and fostering employee relations.

Overview

17
17
years of professional experience

Work History

Director of Customer Experience & HR Operations

VENTURE SOLAR, LLC
Stamford
02.2023 - Current
  • Lead a team of 4 call center agents, 1 Tech Manager, and 1 Customer Experience Manager with indirect oversight of 20-25 Project Managers and Ops agents.
  • Built and implemented Salesforce Service Cloud Voice, training over 100 operations employees and creating documentation/SOPs.
  • Increased answer rate by 20% and reduced call back times by 50%.
  • Earned over 1,600 5-star reviews across platforms in 2023-2024 and secured BBB A+ accreditation.
  • Designed and executed employee onboarding, performance management systems, and compensation guidelines.
  • Developed HR SOPs, led team KPI tracking, and oversaw internal communication and social media engagement.
  • Supported bookkeeping tasks including budget tracking and invoice oversight.

Customer Experience Manager

VENTURE SOLAR, LLC
Stamford
07.2022 - 02.2023
  • Managed a team of 10 including 2 senior agents, optimizing schedules and improving first-response times to under 24 hours.
  • Boosted customer satisfaction score from 3.2 to 4.5 in under 12 months.
  • Developed performance incentive programs based on KPIs and implemented within Salesforce.
  • Organized office events and training sessions to promote employee morale and development.

Customer Care & Retention Manager

RECTANGLE HEALTH, INC
Valhalla
02.2019 - 07.2022
  • Managed a team of 8 support agents handling 100+ daily calls and 150+ service cases.
  • Introduced Salesforce Lightning and Omni Channel systems for streamlined case resolution.
  • Led de-escalation and retention strategy, reducing churn by training and coaching 2 retention agents.
  • Conducted monthly one-on-ones and performance reviews, improving team efficiency and morale.

Customer Care Associate

RECTANGLE HEALTH, INC
Valhalla
11.2016 - 02.2019
  • Managed social media and online reputation, directly addressing complaints and improving brand trust.
  • Maintained productivity and efficiency reports for team members and presented monthly updates to leadership.

Assistant Director / Administrative Assistant

KIDS U, LLC
12.2007 - 04.2017
  • Supported day-to-day operations including hiring, onboarding, and event coordination.
  • Managed scheduling, payroll support, and communications for multi-location education facility.

Education

Bachelor of Arts - History (Honors)

University of Connecticut
Stamford, CT
07.2011

Skills

  • HRIS: ADP
  • Salesforce Service Cloud
  • Microsoft Office Suite
  • Google Workspace
  • Adobe Acrobat
  • Goal setting
  • Retention
  • Employee Relations
  • SOP/Policy Creation
  • Performance Reviews
  • Onboarding processes
  • Conflict resolution
  • Customer relationship management
  • CRM software proficiency
  • KPI Tracking
  • Employee training
  • Customer satisfaction

Accomplishments

  • Customer Service Excellence Rep of the Year - 2018

Timeline

Director of Customer Experience & HR Operations

VENTURE SOLAR, LLC
02.2023 - Current

Customer Experience Manager

VENTURE SOLAR, LLC
07.2022 - 02.2023

Customer Care & Retention Manager

RECTANGLE HEALTH, INC
02.2019 - 07.2022

Customer Care Associate

RECTANGLE HEALTH, INC
11.2016 - 02.2019

Assistant Director / Administrative Assistant

KIDS U, LLC
12.2007 - 04.2017

Bachelor of Arts - History (Honors)

University of Connecticut

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Ryan Henck