Ryan LeBerth
Peoria,AZ
Summary
Results-driven, and service-oriented Employee and Resource Development Specialist with a strong focus on Customer Experience. Committed to creating innovative learning solutions and driving personal and employee performance to maximize client and consumer satisfaction through high-quality training and retention practices.
Overview
4
4
years of professional experience
Work History
Rad Service T2 & Communication Launch Specialist
Rad Power Bikes
09.2022 - 05.2023
- Facilitated launch of effective chat and text contact methods for consumer support, resulting in increased customer satisfaction through improved communication.
- Utilized tools to identify common issues and provided feedback to improve processes.
- Analyzed hundreds of consumer contacts and provided comprehensive trend analysis based on contact reasons and results every week.
- Resolved hundreds of billing, returns, shipping delays, and product failures promptly and effectively through all communication channels.
- Maintained accurate and timely data entry of account details to ensure timely contacts while resolving warranty repair-related issues through effective communication.
Training Facilitator & Curriculum Developer
Valor Global
05.2021 - 06.2022
- Led large 30-45-person new hire and tenured training within fast-paced, dynamic professional environments with both facilitator-led and self-paced training for new and seasoned employees in remote and in-person environments.
- Utilized comprehensive needs assessments and gap analysis to create and distribute continuous improvement of learning materials provided to hundreds of new employees resulting in exceeding required KPI metrics with focus on Customer Satisfaction.
- Developed myriad of standard operating procedures, learning pathways, playbooks, desk-level procedures, and reference materials to maximize effectiveness of information provided to personnel throughout employment.
- Modified and adapted content as needed through contemporary research and up-to-date information concerning new sales promotions, packages, servicing techniques, and other institutional content
- Maintained personal customer satisfaction of 98% and higher.
Subject Matter Expert (SME)
Valor Global
01.2021 - 05.2021
- Supported 12 laboratory companies and subsequent billing, ensuring that all information and documentation were accurate and up-to-date.
- Provided effective solutions quickly for any and all issues and discrepancies concerning finances and billing while remaining compliant with institutional regulations and other best practices.
- Sustained accurate, up-to-date information concerning HIPAA, insurance regulations, and other standards concerning medical billing to decrease issue occurrence and discrepancies.
- Facilitated consistent communication with all companies and organizations to maximize individuals' satisfaction and retention within the institution and its services rendered.
- Assisted multiple new employees during transition from training to production, with focus on navigating multiple systems for different laboratories.
Subject Matter Expert (SME)
Valor Global
06.2019 - 12.2020
- Trained, onboarded, and mentored hundreds of new employees, providing individuals with essential information and resources concerning institutional processes, procedures, and best practices.
- Maintained high level of Customer satisfaction (97%<) while answering hundreds of contacts every week through chat and phone calls
- Performed timely and accurate data entry and documented communication with thousands of customers, including issues resented, solutions provided, and their subsequent effectiveness
- Quickly and accurately analyzed customer issues and determined effective solutions, seamlessly integrating institutional resources and best practices into clients' experiences
- Consistently exceeded customer and company expectations while resolving multiple cases of service, billing, and sales issues in addition to distributing prompt support to all individuals via telephone or IM chat.
Education
GED -
01.2009
Skills
- Mobile Devices (10 years)
- Operating Systems (10 years)
- Microsoft Windows (10 years)
- Android (10 years)
- Software Troubleshooting (7 years)
- Troubleshooting (10 years)
- Technical Support (10 years)
- VPN (2 years)
- Analysis skills (3 years)
- Microsoft Powerpoint (5 years)
- Microsoft Excel (5 years)
- Salesforce (3 years)
- Typing (10 years)
- Remote Access Software (3 years)
- Curriculum development (1 year)
- Google Suite (2 years)
- Customer support (7 years)
- Communication skills (7 years)
- Customer service (7 years)
- Management (3 years)
- LMS (1 year)
- Zendesk (Less than 1 year)
- Google Drive (2 years)
- Help Desk (1 year)
- Workforce Development (3 years)
- Conflict management
- Payroll
- Recruiting
- Training & development
- Sales
- Team management
- Supervising experience
- Mentoring
- Bookkeeping
- Google Docs
- Technical support
- Order management system
- Operating systems
- Presentation skills
- HIPAA
- Interviewing
- Project management
- Cash handling
- Cash register
- POS
- Retail sales
- Shift management
- Leadership
- Mobile devices
- Typing
- Live chat
- Account management
- Analysis skills
- Software troubleshooting
- Slack
- DNS
- CRM software
- Medical terminology
- Teaching
Assessments
- Work style: Reliability, Proficient, 06/01/22
- Recruiting, Proficient, 08/01/23
- Customer service, Proficient, 09/01/22
- Management & leadership skills: Impact & influence, Proficient, 08/01/23
- Work motivation, Proficient, 08/01/23
- Call center customer service, Proficient, 10/01/23
- Supervisory skills: Motivating & assessing employees, Proficient, 09/01/23
- Scheduling, Proficient, 06/01/23
- Customer focus & orientation, Proficient, 09/01/22
- Sales skills, Proficient, 09/01/23
- Basic computer skills, Proficient, 01/01/24
- Administrative assistant/receptionist, Proficient, 01/01/24
Personal Information
Willing To Relocate: Anywhere
Timeline
Rad Service T2 & Communication Launch Specialist - Rad Power Bikes
09.2022 - 05.2023
Training Facilitator & Curriculum Developer - Valor Global
05.2021 - 06.2022
Subject Matter Expert (SME) - Valor Global
01.2021 - 05.2021
Subject Matter Expert (SME) - Valor Global
06.2019 - 12.2020
Odyssey Academy - GED,
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