Ryan McKernan
Ashland,MA
Overview
11
11
years of professional experience
Work History
Asset Recovery Manager
Renewal By Anderson
Northboro, MA
2024.02 - Current
- Handle cancelled sales in each market nationwide. Resolving disputes, processing in internal systems, and attempting to re-engage and earn business.
- First hire in the department, work with management to streamline processes and develop strategies to improve reach and profit.
- Perform administrative functions for all accounts and as a point of contact for Sales, Finance, Customers, etc.
Customer Success Manager
Electric AI
Remote
2022.04 - 2023.02
- Facilitated post-sales management of customers' lifecycle, identified upsell opportunities, and increased adoption of new product features.
- Managed customer portfolio of $2.1 million (ARR)
- Conducted meetings to discuss IT/hiring trends and long-term IT strategy, present QBRs to key stakeholders and executives in partnership.
- Hosted product training sessions
- Developed a strong partnership with Account Management and CX leadership to mitigate risk and reduce churn by 36%, and increase profits through strategic upsells by 26% from Q2 to Q3 of 2022.
Senior Manager, Client Services
Citizens Disability
Waltham, MA
2017.05 - 2022.04
- Managed multiple teams internationally, including the Philippines and Nigeria, throughout the full employment life cycle, from hiring, performance, and terminations.
- Handled highest level of claim escalations, including terminations and suicidal clients.
- Developed reports on claim status to reduce claims with past deadlines, ensuring all claims were worked in a timely manner and within Social Security Guidelines.
- Coordinated internal projects to determine the best utilization of resources to increase customer satisfaction.
Team Leader, Client Services
Citizens Disability
Waltham, MA
2015.04 - 2017.04
Client Services Representative
Citizens Disability
2014.05 - 2015.04
Marketing Representative
Power Home Remodeling
Marlboro, MA
2013.06 - 2013.12
Education
Bachelor's degree - Marketing
Roger Williams University
Bristol, RI2013
Skills
- Customer Satisfaction & Retention
- Team Leadership
- Customer Service Optimization
- Customer Engagement
- Account Management
- CRM Software
- Salesforce
Timeline
Asset Recovery Manager
Renewal By Anderson
2024.02 - Current
Customer Success Manager
Electric AI
2022.04 - 2023.02
Senior Manager, Client Services
Citizens Disability
2017.05 - 2022.04
Team Leader, Client Services
Citizens Disability
2015.04 - 2017.04
Client Services Representative
Citizens Disability
2014.05 - 2015.04
Marketing Representative
Power Home Remodeling
2013.06 - 2013.12
Bachelor's degree - Marketing
Roger Williams University