Ryan King
Phoenix,AZ
Summary
Detail-oriented professional with a strong background in administrative support, data entry, and customer service. Skilled at reviewing information for accuracy, handling sensitive data, and maintaining documentation integrity. Proven ability to work efficiently in fast-paced environments while ensuring compliance with procedures and regulations.
Overview
8
8
years of professional experience
Work History
Senior Lead - Process Improvement & Ops Excellence
Bakkt
05.2023 - Current
- Drove process improvement initiatives within the organization by applying insights learned from experience.
- Identified and implemented cost-saving opportunities through effective context and resource management.
- Adapted focus to changing business requirements or unforeseen challenges without compromising on deliverables or timelines.
- Conducted thorough risk assessments on a regular basis, enabling the team to proactively address potential issues before they escalated.
- Monitored project progress, identified risks and implemented corrective measures to acquire success.
- Communicated project plans and progress to key stakeholders and project contributors.
- Facilitated stakeholder alignment by conducting regular meetings to discuss progress updates, address concerns, and set expectations.
Operations Support Lead
Bakkt
11.2021 - 05.2023
- Coordinated efforts with product management to ensure effective user experience based on internal review and customer feedback.
- Streamlined support processes for increased efficiency and better response times.
- Developed comprehensive knowledgebase articles that allowed customers to effectively self-serve when appropriate.
- Monitored and analyzed support metrics to detect trends, identify gaps, and recommend solutions for improvement.
Help Desk Specialist
Bakkt
08.2020 - 11.2021
- Provided expert level support for complex travel-related inquiries, assisting Tier 2 agents with escalated issues and ensuring accurate resolutions.
- Processed travel order management to meet client and company expectations.
- Offered expert guidance on intricate travel scenarios to support frontline agents effectively.
- Maintained detailed records of inquiries and solutions.
- Collaborated with the travel center team to identify and implement new GDS processes.
Customer Service Representative
Bridge2Solutions
01.2019 - 08.2020
- Resolved customer complaints with empathy, resulting in increased loyalty and quality of support.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Identified discrepancies in customer accounts and submitted corrections through internal processes.
- Handled approximately 25 inbound calls per day.
Sales / Special Projects Associate
Beyond Inc.
05.2017 - 01.2019
- Delivered high level of assistance by locating products and checking store system for merchandise at other sites.
- Applied security and loss prevention training toward recognizing risks and reducing store theft.
- Evaluated inventory and delivery needs, optimizing strategies to meet customer demands.
- Organized racks and shelves to maintain store visual appeal, engage customers and promote specific merchandise.
- Maintained organized, presentable merchandise to drive continuous sales.
Education
General Studies
Maricopa Community Colleges - Paradise Valley Community College
Phoenix, AZHigh School Diploma -
Scottsdale Christian Academy
Phoenix, AZ05.2018
Skills
- Information Management
- Data Analysis
- Verbal and written communication
- Documentation Review & Accuracy
- Task prioritization
- Project planning and development
- Processes and procedures
- Project evaluation
- Technical support
- Time Management & Organization
- Multi-tasking in High-Volume Settings
- Compliance & Procedure-Focused Work
Software Experience
- Microsoft Suite – 10+ years
- Zendesk – 6 years
- Five9 – 6 years
- GDS Systems (Amadeus, Worldspan) – 6 years
- Virtual Observer – 6 years
- Epsilon – 3 years
- Canva – 4 years
Timeline
Senior Lead - Process Improvement & Ops Excellence
Bakkt
05.2023 - Current
Operations Support Lead
Bakkt
11.2021 - 05.2023
Help Desk Specialist
Bakkt
08.2020 - 11.2021
Customer Service Representative
Bridge2Solutions
01.2019 - 08.2020
Sales / Special Projects Associate
Beyond Inc.
05.2017 - 01.2019
General Studies
Maricopa Community Colleges - Paradise Valley Community College
High School Diploma -
Scottsdale Christian Academy
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