Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic
Ryan King

Ryan King

Hudsonville,MI

Summary

Dynamic customer service leader with a proven track record leading large operations. Adept in change management and strategic business planning. Excelled in fostering relationships and driving customer satisfaction, achieving significant operational improvements. Skilled in project management, consistently delivering successful outcomes through effective decision-making and team collaboration.

Overview

12
12
years of professional experience
1
1
Certification

Work History

Manager, Business Development

Priceline Inc
06.2023 - Current
  • Collaborated effectively across departments to ensure seamless delivery of AI products/services while maximizing customer satisfaction levels.
  • Implemented AI solution which resulted in reduction in inbound contacts.
  • Enhanced customer retention through excellent account management and proactive problem solving .
  • Provided strategic input during product development stages to ensure alignment with customer requirements and market demand, increasing adoption rates post-launch.
  • Conducted comprehensive market research to identify emerging trends and opportunities for future builds.

Operational Excellence Manager

Priceline Inc
03.2022 - 06.2023
  • Evaluated new technologies or tools for potential integration into existing processes, assessing their benefits against any associated risks.
  • Led cross-functional teams to achieve departmental goals, fostering collaboration and teamwork.
  • Developed standard operating procedures for consistent results across the organization.
  • Improved customer satisfaction with timely and effective resolution of concerns and issues.
  • Reviewed internal systems regularly for potential inefficiencies or gaps in functionality that could impact overall performance.
  • Reduced costs through diligent analysis of post-booking data and implementation of cost-saving measures.
  • Collaborated with stakeholders across different departments to align objectives, streamline efforts, and enhance overall organizational effectiveness.
  • Implemented continuous improvement initiatives for ongoing process optimization and better performance metrics.
  • Managed projects from inception to completion, delivering results on time and within budget constraints.
  • Championed change management initiatives, supporting staff through transitions and promoting a culture of adaptability.

Manager, North American Consumer Care

BISSELL Homecare, Inc.
02.2021 - 03.2022
  • Managed customer service operations in North America and Australia, including internal resources and BPO partners.
  • Reduced operational costs by over $1 million year over year through comprehensive process improvement initiatives and resource management.
  • Planned and budgeted accurately to provide business with resources needed to operate smoothly.
  • Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
  • Introduced new CRM software tools that streamlined CS processes and improved information accessibility for agents during calls.
  • Developed contracts and terms for contracts and checked before acquired signatures.
  • Effectively resolved escalated customer complaints through proactive problem-solving techniques, resulting in higher satisfaction scores from clients.
  • Implemented innovative service strategies to improve customer experience and engagement.
  • Maximized performance by monitoring daily activities and mentoring team members.
  • Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
  • Facilitated successful cross-functional collaborations for the completion of key projects, fostering strong working relationships among team members.
  • Led change management initiatives to drive organizational transformation without compromising employee morale or productivity levels.
  • Championed diversity and inclusion efforts within the workplace, resulting in an inclusive environment that fostered creativity and innovation among employees from various backgrounds.
  • Established team priorities, maintained schedules and monitored performance.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
  • Developed detailed plans based on broad guidance and direction.
  • Leveraged data and analytics to make informed decisions and drive business improvements.
  • Analyzed customer feedback to identify improvement opportunities and develop action plans.
  • Provided real-time coaching, guidance and feedback to customer service agents to achieve development goals.
  • Managed and analyzed budgets, P&L, balance sheets and sales reports.

Senior External Partner (BPO) Specialist

Booking.com
10.2018 - 02.2021
  • Managed BPO partner performance in North and South America and provided feedback on areas of improvement.
  • Provided outstanding service to all individuals, promoting effective, and lasting business relationships.
  • Achieved successful client outcomes by identifying and addressing their unique needs and goals.
  • Negotiated contracts with partners to give equitable terms to all parties.
  • Coordinated cross-functional teams to provide comprehensive legal advice tailored to individual client situations.
  • Developed and implemented strategies to enhance partner relations.
  • Prepared and presented reports on status of projects and initiatives.
  • Conducted regular performance evaluations for BPO partners, identifying areas for improvement and creating targeted action plans.
  • Facilitated clear communication between departments, ensuring seamless resolution of customer concerns in a timely manner.

Senior Change Specialists

Booking.com
08.2015 - 10.2018
  • Improved customer satisfaction rates by over 8% through proactive problem-solving and efficient complaint resolution.
  • Spearheaded company-wide cultural transformations by fostering collaboration, innovation, and adaptability across all departments.
  • Attended training programs to deepen professional skillset and assisted in training fellow store associates on existing and new training programs.
  • Championed the adoption of new software tools that streamlined workflows across multiple BPO and internal call centers.
  • Developed and implemented systems to track customer feedback and satisfaction.
  • Improved organizational efficiency by designing and implementing change management strategies tailored to company needs.
  • Established credibility as a trusted advisor among senior leadership by demonstrating consistent delivery of successful change initiatives that drove business growth and enhanced organizational performance.
  • Oversaw multiple large-scale change initiatives simultaneously, exhibiting exceptional time management skills and adaptability under pressure.
  • Provided expert guidance for enterprise-wide system upgrades, ensuring seamless integration with existing processes and minimal disruption to ongoing operations.
  • Built strong relationships with key stakeholders, securing essential buy-in for successful execution of change initiatives.
  • Collaborated with cross-functional teams to align change initiatives with broader organizational goals.
  • Partnered with business teams to understand needs and mitigate potential problems.
  • Developed solutions to address complex issues and operational gaps.

Customer Service Team Leader

Booking.com
12.2011 - 07.2015
  • Mentored new hires, providing guidance to ensure their successful integration into the team.
  • Managed escalated customer complaints, ensuring swift resolution and preventing further dissatisfaction.
  • Trained and supervised team of customer service representatives in providing quality service to customers.
  • Enhanced customer satisfaction by promptly resolving issues and addressing concerns.
  • Coordinated cross-functional teams to deliver exceptional customer service in a fast-paced environment.
  • Implemented quality assurance measures to maintain consistency in customer interactions and service delivery.
  • Achieved high levels of customer satisfaction with timely problem resolution and effective communication.
  • Collaborated with management to develop strategies aimed at improving overall team performance.
  • Conducted regular staff meetings to discuss customer service issues and potential solutions.
  • Evaluated customer service staff performance and provided constructive feedback.
  • Facilitated regular team meetings to discuss progress, challenges, and areas for improvement.

Education

Certificate - Project Management

University of California, Irvine
Irvine, CA
09.2018

Associate of Arts - Political Science

Grand Valley State University
Allendale, MI
05.2010

Skills

  • Verbal and written communication
  • Decision-Making
  • Relationship building and management
  • Strategic business planning
  • Customer Service
  • Change Management
  • Project Management
  • Agile Methodology
  • Workforce Management

Certification

  • PMP - Project Management Professional (expired December 2022)
  • AgilePM Practitioner - APMG International

Timeline

Manager, Business Development

Priceline Inc
06.2023 - Current

Operational Excellence Manager

Priceline Inc
03.2022 - 06.2023

Manager, North American Consumer Care

BISSELL Homecare, Inc.
02.2021 - 03.2022

Senior External Partner (BPO) Specialist

Booking.com
10.2018 - 02.2021

Senior Change Specialists

Booking.com
08.2015 - 10.2018

Customer Service Team Leader

Booking.com
12.2011 - 07.2015

Certificate - Project Management

University of California, Irvine

Associate of Arts - Political Science

Grand Valley State University

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Ryan King